When Internet era dawned, customers started to make enquiries via e-mail. In the last few years, social media such as Facebook, and instant messaging such as Whatsapp have become the new communication channels between customers and businesses.
There are, however, some problems with the Multichannel approach:
- Each of these channels run on separate platforms, and have their own data depositories. This means if a customer interacts with the Contact Center in more than one channel, she would have to reiterate her information again.
- Agents need to be trained in all of these channels, which drives up cost. Or they may specialize in just one of the channels, which is inefficient.
An Omnichannel Contact Center solves these problems by integrating all channels into one platform. Agents will be able to view enquiries from all channels, and access customer information in a single UI.
Multichannel vs Omnichannel
For more information about Omnichannel Contact Center, email VoIP dotMY at This email address is being protected from spambots. You need JavaScript enabled to view it., or call 03 2779 0755.