Omnichannel Contact Centers Are Required in the Digital Era

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We often hear the terms multichannel and omnichannel used interchangeably. But they have very different meanings and implications for your contact center, so it’s essential to understand the differences.

Multichannel refers to customer engagement through multiple channels (voice, social media, web, email, etc.). These channels however, are siloed and disconnected, so your customer and agent experience, as well as your reporting are usually fractured across and between channels. 

With Omnichannel, your agents and customers can seamlessly pivot interactions from channel to channel and across devices, with all of the data, context – and experience – intact.

In this paper, Donna Fluss of DMG Consulting explains how companies are delivering a superior level of service with omnichannel contact centers that offer the ability to better personalize every interaction, and gain cross-channel insights to continually optimize overall performance.

  • Understanding the difference between omnichannel and multichannel contact centers
  • Why omnichannel contact centers are the key to customer experience and the future of servicing
  • Insight on how an omnichannel contact center works
  • Step by step guidance on how to make the transition to an omnichannel contact center


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