"An omni-channel contact center plays a role in integrating business communication channels into one unified application to enhance the customer experience."

With the advancement of technology today, the world of contact centers has undergone a transformation and evolved into omni-channel contact centers. This service is designed to integrate various business communication channels into a single unified application to get closer to customers and enhance the customer experience. With omni-channel capabilities in contact centers, agents can interact with customers without losing the history or journey that customers have undertaken.

Not only do omni-channel contact centers improve the customer experience, but it also provide benefits for contact center agents. Agents will experience a different employee experience and an enhancement in performance.

Distinguishing Between Omni-channel Contact Centers and Multi-channel Contact Centers

Multi-channel Contact Center

• Utilizes multiple channels to communicate with customers.
• Each channel provides different services.
• Each channel operates independently of the others.
• Different channels may use different software.
• Crucial customer information can be easily missed.
• Customers must repeat their inquiries to different agents through separate channels to resolve issues.

Omni-channel Contact Center

• Uses multiple channels to communicate with customers.
• Each channel can provide the same services.
• All channels are interconnected.
• All channels run on the same software.
• Customer information and data are easily tracked, ensuring that no information is missed.
• Agents can access all customer information, so customers don't need to repeat their questions.

Benefits of Omni-channel Contact Centers

If your company is still using a conventional contact center system, it's time to adopt omni-channel capabilities. There are many benefits to be gained, one of which is the ability to simplify needs within a single interface. Omni-channel contact centers can also be used for various purposes, including:

• Inbound Contact Center

Using omni-channel makes it easier for contact center agents to process information and receive calls from customers who need assistance with payments or have questions about their products, services, or accounts.

• Outbound Contact Center

Omni-channel can also be used for outbound purposes. Contact center agents can easily reach out to potential customers, as they are already connected within one dashboard.

• Business Optimization

With omni-channel, you can easily manage contact center agents because of analytics related to handling times and the number of services provided. You can also easily schedule across all channels.

• Integration

If you want to maximize customer service performance within your company, omnichannel is one solution. Why? This service can be integrated with existing systems and applications, thus enhancing the customer experience. Moreover, you can easily add new capabilities to your existing contact center system as needed.

The use of omni-channel capabilities in contact centers not only improves the customer experience but also provides agents with a different employee experience, leading to an enhancement in their performance.