The Omnichannel Evolution in Cloud Contact Centers


In case you belong to the customer service industry, the terms “multichannel” and “omnichannel” will not be foreign to you. These two terms are synonymous while anyone discusses customer experience.  However, since these buzzwords are relatively new in the contact center industry, they are frequently used interchangeably leading to confusion and chaos. When you understand and examine these terms in a better manner, more clarity can be achieved on how they have a deep impact in creating a positive customer experience.

Today, customers have become more tech-savvy and have higher expectations than before. More and more contact centers understand the importance of being an out-and-out hub for customer experience. For this to happen, the contact center technologies should evolve for meeting the ever increasing demands of a sizeable portion of their customer base who are educated. It is due to these factors that cloud technology is rapidly becoming the major hub of many contact centers.

What is Omnichannel Contact Center?

Omnichannel customer engagement refers to communicating with your customer and prospects via various channels such as phone call, email, Facebook, Twitter, WhatsApp, SMS, etc. However, the best part of omichannel vs multichannel customer engagement is the non-existence of silos in case of former. Which essentially means that your customers will get a wholesome experience with your brand and your call center executives will have complete visibility of their interactions –  irrespective of the channel through which they contact the organization. Thus, it omnichannel customer experience essentially refers to consistently and seamlessly delivering a unified experience across all the channels.

Delivering Omnichannel Customer Experience in a Cloud Call Center

As we all know a cloud call centre refers to a call center setup which is hosted over the internet and calls for minimum infrastructure investment. A cloud contact centre allows your agents to work remotely with high productivity and customer satisfaction. 
The Aberdeen Group conducted a research that demonstrated that all such businesses that had deployed an omnichannel strategy were at an advantage as there was a 91 percent year-on-year increase in the rates of their client retention in comparison to all those companies that did not opt for implementing this kind of interaction plan. Having an Omnichannel system in a cloud-based contact center will make sure that the chaos that gets created due to messages getting transmitted through multiple channels is averted.

Benefits of Omnichannel Cloud Call Center

As we have already talked about the changing customer expectations and their demand for the brands to be available on their preferred channel, let us look at some of the benefits of omnichannel contact center.

Be on Customers’ Preferred Channel

An omnichannel cloud contact center software allows you to serve your customers on their favourite channel. With millennial and Geny Z redefining customer expectations, its time for the businesses to widen their reach. Offer customer support on  the conventional channels such as voice and email along with the new digital channels such as Facebook, WhatsApp, Twitter and live chat to name a few.

360-degree View of the Customer

 Allow your customer service executives to access all the customer interaction history, their past transactions and all their interactions irrespective of the channel via which they get in touch with the brand with a  unified desktop. With a cloud call center solution that allows them to have all the relevant information on a single screen enables them to have meaningful conversations with the customer and thus, resolve their queries faster.

Channel Wise Reporting

Identify which channels are most effective with your target audience and which ones are lagging behind using channel specific reports that a great cloud based call center software has to offer. The contact center supervisors and managers can also schedule these reports for a later time and get them via email in their inbox. Having these channel specific reports allows the supervisors to make well-informed decisions.

Boost Customer Experience

One of the key cloud contact center benefits is the flexibility it offers. The best part is that even if your agents are working remotely or you have virtual agents then also you can ensure top notch customer service experience. An omnichannel call center offers customers the convenience to engaging on the channel they are most comfortable with while getting updates on the status of their complaint too. Thus, increasing your overall CSAT and helping businesses build great rapport with the customers – which in turn increases their loyalty.