Multichannel Contact Centre Technology Vendors & FAQs

How to Create Great CX Using Multichannel Contact Centre Technology

Multi-channel technology is one of the primary reasons the traditional call centre is now known as a contact centre.

Whilst call centres previously handled only phone calls, the modern contact centre now handles customer contact over multiple channels, such as telephone, email, SMS, live chat, and so on. 

When your contact centre is equipped with a multi-channel call centre solution, your agents will be able to handle customer interactions regardless of the communication channel the customer has chosen.

And that's pretty important in today's world.

Recent CX statistics tell us that customers want to communicate when and how they want and expect a consistent level of service regardless of how they make contact.

If you get that right, you'll have a higher level of customer engagement, which will lead to improved profitability when customers spend more with you and stay with you longer.  

Common Communication Channels Supported by Multichannel Technology

Most contact centre technology vendors offer multi-channel capability on their platforms with the channels typically supported including:

• Voice/Telephone (kind of a given really!)
• Email
• SMS
• Live Chat
• Proactive Web Chat
• Video chat

Is there a difference between Multichannel and Omnichannel?

In short, yes. Often, in a multichannel contact centre, the channels are siloed—contact centre agents can’t see the context from customers' interactions on other channels.

For example, a contact centre agent who connects with a customer by phone may not have information about the customer's previous interaction with the company when they contacted the company via email. 

Omnichannel solutions provide a seamless experience across all channels. Search vendors who provide omnichannel contact centre solutions >

However, multi-channel contact centre technology is constantly improving, and the lines are becoming increasingly blurred regarding how integration is managed across channels.

Some may offer integration between phone calls and live chat, for example, but not between emails and phone calls. 

Benefits of a Multichannel Contact Centre Solution 

There are a number of benefits of having a multichannel technology platform to handle all your customer contact, including:

• Better customer engagement
• Better analytics
• A single view of the customer
• Easier to manage
• Agent management
• Improved productivity

How to Choose a Multichannel Technology Partner in Australia

There are literally hundreds of vendors providing multi-channel contact centre solutions, so finding the perfect solution for your business can be tricky.

Research, of course, always helps, so we recommend reading our free Contact Centre Technology Guide, contacting the suppliers and asking to see real-life demonstrations, talking to existing customers and asking for references, etc.  

If you would like independent support in finding the right solution, you can search a list of specialist call centre technology consultants who can help you with procurement, implementation, and optimisation.

Just make sure you are clear on your requirements so you don't end up with a solution that isn't fit for purpose now or in the future.

If you'd like some help, try the free Contact Centre Technology Wizard. It will help you define your requirements to enable informed conversations with potential partners.

Search Multichannel Contact Centre Technology Vendors

The vendors listed below are experts in providing expert advice on the right solution for your business, so reach out directly to them, and they will be happy to provide a demonstration and answer any enquiries you may have.

Alternatively, use the search filters to view other contact centre technology solutions.