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.
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