Omnichannel contact center is a service that facilitates interaction between customers and companies on various channels between customers / potential customers and providers of goods or services. This system is able to integrate all interactions that occur with the same customer on different channels and opportunities. Whoever the contact center agent who serves the customer, will be able to serve it well, because the previous interaction records are recorded and can be known in the omnichannel system. Improve customer experience and satisfaction through a variety of integrated communication media channels.
Omnichannel can reach more customers from a variety of different communication channels. This will make it easier for your company to respond quickly to your customers. There are several benefits of using omnichannel including:
Utilizing social media
Integrates with multiple channels
Rapid revenue growth
Good problem mapping
Record of previous interactions