When searching for a contact centre as a service (CCaaS) platform, businesses need to consider the level of support they need the solution to provide. While contact centre solutions and omnichannel solutions provide a similar service on the surface, the two are very different in their CX operations. Here’s why…
A contact centre solution, or a multichannel contact centre, is a platform that allows customer service agents to manage customer communications through multiple channels such as phone, email, chat, and social media. Agents specialise and focus on a particular channel and handle customer interactions independently of the same customer’s interactions on another channel.
An omnichannel solution is a unified platform that hosts phone, email, chat, social media, and more, with data shared across the channels so the customer rarely has to enter the same information twice. Omnichannel platforms also make it easier for agents to work across platforms and for managers to gather vital customer behaviour data to improve the overall experience.
Both platforms provide businesses with the tools they need to manage customer queries and issues across various channels, but omnichannel platforms work to further improve the experience for both customers and agents by creating a flexible, intuitive platform to work from.
Contact’s CCaaS platform is an omnichannel solution that puts CX at the centre of all operations. By providing seamless integration of voice, email, web chat, social media, SMS, video, and much more, contact centre agents are able to boost customer satisfaction with fast and effortless interactions, engage agents by providing the tools they need to work effectively, and keep costs low with a modern, productive solution.
Discover more about our CCaaS solution and its key features and functionalities here.