The Evolution from Omnichannel to Multiexperience in the Contact Center

Omnichannel is a fundamental concept in the contact center but despite its significance, many companies still fail to meet customer expectations as they engage across channels. In this report, Gartner® reveals how contact centers can evolve their omnichannel strategies to create happier customers and drive better business outcomes.

What you’ll learn:

  • Key omnichannel challenges that are causing friction across the customer journey
  • Why contact center leaders need to rethink their approach to omnichannel
  • Analyst recommendations for designing new multiexperience (MX) journeys that improve customer satisfaction and revenue.

To download the full report, complete the form on the right.

Gartner, Transcend Omnichannel Thinking and Embrace Multiexperience for Improved Customer Experience, Jason Wong, Don Scheibenreif, Gene Phifer, 17 February 2020.

GARTNER and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved


LiveVox [Agent Experience eBook / Thumbnail]

Fill out this form to get complimentary access to the report.

Additional Resources

Check out these resources while you’re here.


Agent Experience is Underrated: Why Great CX Starts Behind the Scenes

In this eBook we discuss why AX is imperative to customer success and share strategies to help improve productivity and performance.

LiveVox Platform Brochure


A Data-Driven Approach to Turn Customer Data Into Revenue

The ability to understand and anticipate customer wants and needs is critical in a competitive market where customer experience is a key differentiator. Learn how to identify sales opportunities with ease using customer interaction data.


Evolving AI: Practical Applications in the Contact Center

AI applications in the contact center are being used to automate tasks, drive down costs, and serve customers faster and more efficiently than ever before. Learn all about the key use cases, implementation best practices, and KPIs in this guide.


Putting the Customer Back Into CRM

In this eBook we take a closer look at how to put the customer—that dynamic, multi-faceted individual—back into customer relationship management and how doing so can result in compelling advantages for your contact center and those that work and interact with it.