What is an Omnichannel contact center and why it is important for customer experience

Businesses are now focusing on customer experience (CX). In today’s highly competitive environment, customer experience is crucial. It can be the difference between success and failure for a business. Businesses are under tremendous pressure to deliver exceptional Customer Experience at all touchpoints. Contact center is a key touchpoint in the Customer Experience journey. Contact center is often the first or last contact between a company’s customers and its employees. The importance of the contact center has increased with the advent of omnichannel customer services. This blog post will explain what an Omnichannel Contact Center is and why it is so important for Customer Experience.

What is an Omnichannel Contact Centre?

An omnichannel customer service center uses multiple channels to connect customers. These channels can be phone, email and chat as well as social media. In-person interactions are also possible. An omnichannel contact centre’s goal is to provide seamless customer experiences (CX) to customers no matter how or where they get in touch. An omnichannel strategy is increasingly important as customers expect the same experience on all channels. Recent research found that 78% consumers would move their business to another channel if they were unhappy with the experience on one channel.

Businesses can provide consistent customer service through an omnichannel contact centre. Businesses can reach customers wherever they feel most comfortable, and provide the support they require by using multiple channels. Businesses can also collect data from every channel to gain a complete picture about the customer journey. These data can be used to enhance the Customer Experience. Customer service is rapidly becoming more mainstream with the advent of omnichannel contact centers. An omnichannel strategy is vital if you want to offer a great customer experience.

Multichannel Call Center Services vs Omnichannel Call Center Services

It is worth noting that multichannel and Omnichannel contact centers have several key differences. A multichannel contact center will usually have different channels for each type (e.g., phone, email, chat). An omnichannel contact centre will integrate all channels. A multichannel contact center may have different channels for each type of communication (e.g., phone, email, and chat). Omnichannel contact centers can offer customers a consistent and seamless experience by allowing them to switch channels easily without needing to start over each time.

One other key difference is the fact that omnichannel contact centres often use artificial intelligence (AI), and other advanced technologies to improve customer experience. These might include automatic routing of calls based upon customer preferences, real time queuing for chat sessions, and so forth. Multichannel contact centers are usually more simple, with most customer interactions handled by humans.

Outbound contact centres receive calls from customers while inbound contact center receive them. This is usually for customer service or sales purposes. Omnichannel contact centres can be either outbound or inbound, or both. Multichannel contact centers support both outbound and inbound services across multiple channels such as chat, email, and social media.

An omnichannel contact centre is designed to offer a holistic, integrated approach to customer care. Multichannel contact centers, on the other hand, are more fragmented. Businesses can improve customer satisfaction and provide better customer service by using an omnichannel strategy.

Four Ways Omnichannel Contact Centers Improve Customer Experience

Bain & Company recently found that customers who adopted an omnichannel approach to customer retention saw a 10% increase. An omnichannel contact centre is beneficial for customers and businesses in many ways.

One-Screen Monitoring

All customer communications are channeled through an omnichannel contact centre. It makes it easier to track and manage customer interactions regardless of where they are coming from.

  • Customer satisfaction improved: Customers can move easily from one channel to the next without having to re-enter or start again. This results in a better customer experience and higher satisfaction.
  • Improved efficiency: Agents can quickly switch channels and address multiple issues simultaneously by having all conversations in one place. This allows for faster resolutions and higher efficiency.
  • Improved data management: All customer information is stored in one central place, making it easier to track and analyze interactions. This allows businesses to make better support strategy decisions.

Auto Query Routing

Businesses can use a variety channels to ensure that every customer query is directed to the right agent. This improves customer satisfaction and decreases resolution time. Automatic routing can also help businesses keep track of customer inquiries. This information can be used for improving customer service. Businesses can also create an Omnichannel Contact Center Knowledge Base of Frequently Asked Questions (FAQs) to help them better understand their customers. Customers can find the answers they need quickly without waiting for an agent.

Customer Journey Timeline

To personalize customer support, track the customer journey from research through onboarding and current engagement. An omnichannel platform allows you to better analyze customer inquiries, campaign reactions and new product interest. It anticipates client needs.

Below is a timeline of customer journeys. It highlights how an Omnichannel Contact Center can transform customer support and improve customer experience.

  • Pre-purchase: Customers search for potential options online and via social media
  • Sales Process: Customers can speak with sales representatives to find out more about the product features and benefits.
  • Omnichannel support: Customers have the option to reach out via chat, phone, email or social media for assistance with product selection, pricing, availability, and more
  • After-purchase: Customers might need assistance with product setup or troubleshooting. They can also use our contact center to give feedback and make suggestions for future products.

Cross-Team Collaboration

Every team in an omnichannel call center works together to quickly resolve problems. They can quickly resolve customer problems by sharing information and communicating with each other. This collaboration leads to a better customer experience, and strengthens your relationship with customers.


It is important that you choose a contact centre that can keep pace with your business’s move to an omnichannel customer experience. ITCube BPM expert teams are familiar with the needs of businesses of all sizes and take pride in providing efficient services. You don’t need to hire or train staff when you outsource your contact center services. Contact us today if you want to offer your customers a better experience and increase profits.

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