A multi-channel contact centre is an integrated communication platform that allows agents to access client information and messages in one single place. A multi-channel contact centre solutiojn is provided to improve work efficiency and increase customer experience.

The digital shift finally allowed for server sharing of data. This option enables contact centre agents to view the context in a single user interface from consumer engagement on several channels. Some experts characterijse this development as ‘omnichannel contact centres’ by using a multi-channel to refer to solutions that provide access to different channels without integration. The two names, however, are used interchangeably in practice.

In addition to phone, fax or emails, multi-channel contact centres and text messaging, social media, online contact forms, and live chat may now incorporate client information and communication. Contact centres can also include interactive voice response (IVR) technology in video communication and dialogues. Since server integrity takes place, agents can use a single platform on a web page to access all channels.

  • Preferred Channels of Communication

  • Improved Customer Satisfaction

  • Agent Productivity

  • Upselling and Cross-selling Products

  • Remote Work

  • Brand Image

  • Analytics and Reporting

Why choose 3CX as a multichannel contact center?

Cost Saving

Businesses that use 3CX save up to 80% on license fees and calling costs. Flat-rate annual pricing for all editions based on simultaneous calls offers affordable access to multichannel communication.

Full Call Center

3CX call center software offers phone calls, voicemail, caller ID, fax, call routing, advanced call queueing, and full access from the web and mobile apps.

Omnichannel Integration

Video calls, web conferencing, live web chat, Facebook, and text messages for business are all integrated with 3CX.

CRM Integration

Salesforce, Microsoft Dynamics, Microsoft Outlook, Office 365, Zendesk, HubSpot, and many other CRMs.