The multichannel contact center is an evolution of the multichannel model. In an omnichannel contact center, multiple communication channels are supported, but they are also integrated, which means that conversations can be carried out on different channels. For more information regarding the omnichannel contact center, you can visit this site – https://pentwaterconnect.com/.
The importance of omnichannel:
Research shows that companies with customer retention strategies retain an average of 89% of their customers, compared to 33% for companies with low omnichannel engagement.
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By creating personalized, consistent, and convenient interactions, companies improve customer experience, build brand loyalty, and ultimately lead to more sales.
Things you need from the omnichannel contact center:
Automation: AI can be used to increase efficiency in multi-channel contact centers and set up the best channels to handle each request without wasting your agent's time.
Integration: Using technology that allows seamless integration with third-party technologies, you can continue to take full advantage of your existing software and virtual contact centers.
Cloud-based infrastructure: A cloud contact center means you are not limited to a specific location. In addition, outsourcing the system to a trusted contact center as a service provider (CCaaS) reduces the burden on your IT team.
Reporting: Agents and supervisors need access to reports so they can optimize their productivity. There should also be the same level of reporting for each communication channel.
Scalability: Scalability is an indispensable feature that allows you to ensure that no calls, SMS, or emails go unanswered, even during peak hours.