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.