Omnichannel Contact Center Solutions

89% retain customers who provide consistent service quality across multiple outlets. A consistent approach over service channels means a more loyal customer. Multichannel contact centers can collect valuable customer activity and transaction data across contact points aggregated and analyzed to increase customer engagement, staff training, and internal processes or highlight industry trends.

Omni-channel call center systems can identify trends and improve staff training and internal processes, thus improving the customer experience.

Omnichannel Contact Center Solution

The omnichannel approach has become incredibly popular today, and for a good reason. An omnichannel cloud contact center is a contact center that uses cloud-based, hosted contact center software to handle customer interactions across communication channels. It provides customers with a seamless experience to switch back and forth across different channels such as inbound and outbound calls, video, social media, text, email, web chat, and phone.

Customers do not take a linear path regarding interaction with a business. They will likely use different channels like a phone call, an email, or a mobile app to contact customer service and live agents. Regardless of their communication channel, customers expect to experience consistent service throughout every channel and connect with agents with access to their transaction history. With an omnichannel strategy, it is possible to cater to all these expectations.

For instance, a customer may engage in an online chat due to an issue with their order. After waiting a few minutes for a response, the customer can call the customer support team to speak with someone about the best way to deal with the issue. This is where an omnichannel cloud contact center comes in handy. It utilizes different contact center technologies to elevate the chat by immediately contacting the customer through a phone call.

customer service agents

Although the chat interaction would remain active, the customer would have the option to switch between different channels to ensure that they receive the service according to their needs. The fact is that executing such a service is possible for omnichannel cloud contact centers. They have the right technology to deal with customers intelligently. It includes using an automatic call distributor to route calls effectively across multiple channels.

For an omnichannel cloud contact center to operate, workforce management systems are needed to forecast the volume of each channel and schedule agents to cater to the volume. The omnichannel cloud contact center offers agents customer conversation history and data across all channels with agent-facing tools. As the center is cloud-based, the software service maintains and hosts the technology.

An omnichannel cloud contact center has intricate details to address. Agents have to handle contacts across different channels, which could sometimes be simultaneous. Thus, to provide a seamless experience, the omnichannel contact center must motivate, monitor, manage, train, and hire agents in real-time.

Companies that have realized the importance of an omnichannel cloud contact center and want to transform their essential call center will better meet customer expectations in today’s competitive world.

A simplified interface

Their leading productivity challenge was the lack of an agent desktop in the contact center. Gartner says that an improved agent experience increases employee success. The more information agents know and the better the chances of finding the customer records he needs, the better equipped they are to solve problems. Find an omnichannel company that has a simple customer context and provides an interface for you. Give agents a simple and comfortable interface and give them better customer support. Give Agents access to the information to improve their problems. But quickly. Lower agent workloads.

AI-Powered Interactions on Any Channel

NOLA contact center solutions can connect with all customers via a single communication channel. Connect clients via channels, e.g., call – video – chat, live chat – text – message – mobile – app & social. Customers can seamlessly switch between multiple digital channels as part of interaction while providing context and relevant information over all channels.

Seamless integration with messaging apps and web chat

WhatsApp has been one of the fastest-growing channels. Adding WhatsApp and Facebook Messenger as customer service channels is a new method of communication to bolster your speed and personalization. The solution would include support for the most popular messaging apps. These include tweets DM, Facebook chats, an RCS app, and Apple chat.

Obvious ROI

Fast forward, more than two-thirds of contact center managers do not recognize or integrate their communication systems and channels in their processes or systems. After a horrible service experience, 57% of customers complained to staff at a contact center. These problems increase our process time by making it more expensive for customers and wasting valuable (and costly) agent time. Check for applications that improve vital metrics and reduce long-haul time. Find an omnichannel customer center solution that simplifies operations — from how agents handle an interaction to how to report (and coach to) performance data.

How Can NOLA Help?

NOLA is the market leader when it comes to contact center software. We have offered the perfect omnichannel solution to thousands of customers from across the globe. Our unified, cloud-native applications are designed to help companies holistically run their contact center operations. From omnichannel routing to workforce optimization and analytics, we help our clients with everything.

Topics & Questions

What is an Omnichannel contact center?

The omnichannel contact center is a phenomenal new trend in customer service that has taken the world by storm. This model integrates voice, chat, and social media channels to provide unparalleled convenience for customers, with every question imaginable answered instantaneously on any channel they prefer at their fingertips.

In today’s fickle business climate, it can seem like no one wants to stay loyal anymore– but thanks to this innovative take on multichannel customer care, you’ll find yourself beating out the competition time after time!

What is Omni-Channel in BPO?

Omni-Channel is the strategy where all channels are treated equally. BPO must consistently respond to the customer journey and clients across customer service, sales, marketing, production, or other interaction points.

What is the omni-channel approach?

The omni-channel approach is to design, deliver, and manage products or services to integrate the customer’s experience across channels.

Some companies use an “omnichannel” strategy as their business model. Integrating all touchpoints for customer interactions from initial contact through purchase after sale into one cohesive marketing message. There are no interruptions in brand messaging when consumers switch mediums, such as phone calls vs. website browsing, on desktop computers versus mobile devices like smartphones. For instance, providing live chat support during hours when staff members can be reached by email might not have been feasible before digital media. Still, it has become popular online because people often prefer talking to another person instead of typing messages back and forth using text-only communication.

What is the difference between multichannel and Omnichannel centers?

The world of contact centers is constantly changing, and with the rise in mobile use, it’s more important than ever to have an all-encompassing customer care strategy. If you’re unsure what that means or how to implement one for your brand, let us help! Contact Centers come in various flavors; whether they are Multichannel or Omnichannel will depend on their structure and goals.