Omni
Channel

Omnichannel cloud contact centers are the new industry standard. However, their functionality, features, and pricing vary wildly. Simplify RFI has mapped the strengths and weakness' of each vendor and with a detailed search we will help you instantly identify only the right vendors to engage with.  

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​Using hosted, cloud-based contact center software, an omnichannel cloud contact center manages customer interactions from several channels in a way that enables users to switch between channels without interruption. Telephone, chat, email, text (SMS), and social media are a few examples of these channels. Customers frequently don't connect with businesses in a straight line; instead, they may utilize a mobile app, email, and phone call to customer care during a single transaction. They anticipate an uniform user experience across customer service channels and the availability of transaction history at each touchpoint. These expectations are addressed through an omnichannel strategy.

 

As an illustration, a customer may start a chat session online if they are having trouble with an order. After a short while, they realize that talking to someone would be a better way to explain their problem. The agent will be able to escalate the chat with a phone call and reach out proactively right away if they are conversing with an agent in an omnichannel cloud contact center. The chat conversation is still going, so all of the customer context is present. A transcript of the chat conversation would be provided to the consumer if they needed to transfer to another channel, say they had to leave and now had to call from their mobile phone.

 

This requires tremendous effort to complete, which we help you with every step of the way. Omnichannel cloud contact centers require the appropriate technology. An automatic call distributor (ACD) that can deftly route contacts from various channels is one example of this. Workforce management systems that can estimate volume for various channels and then schedule multi-skilled agents to handle that traffic are also necessary for omnichannel cloud contact centers. Regardless of channel, agent-facing technologies in the omnichannel cloud contact center must give agents access to client data and conversation histories. This technology is fully hosted and managed by the software vendor because it is cloud-based.