Omnichannel Customer Experience

Omnichannel Customer experience - what it is and the definition?

Omnichannel customer experience strategies help enterprises deliver seamless journeys by putting the customer in control and offering them the choice to engage and connect on the channels they most prefer. This includes voice, email, SMS, and chat. 

Omnichannel customer experiences are ideally consistent from one channel to another. For example, the webchat agent and the voice agent are able to provide similar answers to the same customer queries and also know about previous interactions and key details of a customer’s account without requiring the customer to repeat themselves.. 

Without this level of consistency, customers will make a habit of contacting the highest-performing channel, and the full investment in customer experiences won’t be realized.


More Customer Experience Resources for Call Centers:

Call & Contact Center Omnichannel Customer Experience Platform

Take the complexity and manual effort out of managing omnichannel communications. LiveVox has embedded consent and preference management functionality across all channels, unifying customer preference fluctuations.

Why Your Omnichannel CX Needs Omnichannel Analytics

Service delivery channels are continuously expanding and evolving with customer expectations. Omnichannel analytics is a critical tool that can help companies transform the structured and unstructured data captured from multiple touchpoints into actionable information to create a more cohesive customer experience.

Omnichannel Customer Service: Understanding Omnichannel Call Centers

Connecting departments equates to serious time and cost savings that can positively impact the bottom line, freeing up more time to engage with customers and focus on providing a connected customer experience. 

30+ Customer Experience Statistics to Up Your Game

If you need buy-in from leadership about your next area of strategic investment, utilize a few (or all) of these statistics to prove why customer experience is a catalyst for business and revenue growth. 

What is an Omnichannel Contact Center? – LiveVox

An omnichannel platform also gives agents access to customers’ conversation history, as all interactions are compiled into one accessible interface. For example, a customer may be having an issue with logging into a previously created account and turn to the AI-powered online chat to resolve the problem. When the chat fails to be able to help then the customer is given the option to talk with a live agent. The agent can then effortlessly take over, with access to the customer’s data and a record of the chat before the agent

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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.