Channel-to-Channel Fluidity
Omnichannel Support For Your Multidimensional Customer
The call centre started with single channel support over the phone. Enter the digital era and the introduction of multi-channel support (i.e. one agent group attending phone communications, one agent group attending email communications, one agent group attending SMS communications, etc.)
Fast forward to today and we see the emergence of omnichannel support. This involves the same group of agents each handling all of the customer communication channels.
The advantage, is the ability to allow your customers the choice of how they want to interact with your organization, which will often vary depending on the situation. This results in a more satisfying engagement with minimized inconvenience to the customer.
Channel Interplay
One Contact employs a true omnichannel approach that fluidly aggregates contact data from disparate contact mediums. This provides greater insight into the customer and allows us to deliver better solutions on behalf of our clients.