Omni-Channel

An omnichannel contact center gives insight into how well agents are performing. What is Omni-Channel?

Omni-channel is a word that describes a contact center with multiple modes of communication. This generally includes chat, SMS, email, and voice. Unlike a multi-channel approach, omni-channel communication is linked throughout all modes of communication. Data collected from an interaction with a customer through chat is recorded and accessible through the platform. Agents who access a customer’s account can see all interaction history whether it comes from chat, SMS, email, or voice. This increases efficiency and productivity by ensuring that agents always have full context behind every conversation. 

An omni-channel contact center gives customers the option to choose how they’d like to reach out to a company. The extra convenience that an omni-channel model provides helps companies better meet their customers’ needs. An omni-channel platform is a tool that contact center agents use to communicate with customers and track interactions. When omni-channel capabilities are integrated into an agent’s CRM, workflows are enhanced and agents are empowered with the tools they need to provide quality service. 

One way that agents can leverage the benefits of an omni-channel platform within their workflows is by reaching out to customers through their preferred choice of communication. If an agent would like to let a customer know about a one-day sale the company has, a quick text sent through the omni-channel platform can be quite effective. If customers do not like to be contacted over the phone and prefer texting, getting a call from an agent about a new product can set the wrong tone. 

More Omni-Channel Resources for Call and Contact Centers

Call & Contact Center Omnichannel Customer Experience Platform (livevox.com)

Empower agents through a single dashboard. Our omnichannel desktops can be easily tailored by function and task, enabling agents to deliver top-notch customer care across communication channels, empowered by interaction history and workflow, guided by scripts and a knowledge center.

What is an Omnichannel Contact Center? – LiveVox

Something that brands know well at this point is the need to provide exceptional customer service. A good way to do this is through omnichannel contact centers. An omnichannel contact center incorporates the technology that customers have come to love and rely on.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.