Digital and Omnichannel Cloud Contact Center Buyers Guide

An omnichannel cloud contact center is a customer service function that uses hosted, cloud-based contact center software to handle interactions with customers from multiple channels in a way that allows customers to seamlessly switch back and forth across channels. These channels might include phone, chat, email, text (SMS), and social media. Customers often don’t take a linear path when interacting with a business, meaning they might use a mobile app, email and a phone call to customer service in the course of a single transaction. They expect a consistent experience across customer service channels and for the transaction history to be available at every touchpoint. An omnichannel approach addresses these expectations.

Omnichannel Vs Multi-channel Strategy

Unlike a voice-centric contact center that forces customers to conform to the limited capabilities of a single type of technology, a digitally-transformed contact center allows customers to select the channel best suited to their needs and lifestyles. By adding more channel options, contact centers reorient their operations around customer behaviors and prioritize their satisfaction. Only a true omnichannel architecture can deliver the flexibility and continuity customers now expect. This shift can at times require substantial overhaul of existing infrastructures, but making the investment can protect long-term competitiveness.
Unlike a disjointed multi-channel infrastructure, an omnichannel architecture coordinates, aggregates, and continually updates data. Virtually every channel and agent receives access to near-real-time and historic customer information.

Growing Adoption of Digital Channels for Support

A digital contact center is a cloud-based contact center that utilizes the latest digital technologies to become more predictive than reactive, and significantly improve the customer experience (CX). These technologies range from existing functionality—live chat, SMS, social media, chatbots—to omnichannel solutions and emerging customer contact tools such as artificial intelligence (AI), internet of things (IoT) and natural language processing (NLP). There is a lot of talk about the impact of digital channels on call centers. Customer Experience leaders worldwide are walking through a maze of technology stacks and putting together pieces of a jigsaw puzzle called Omni Channel Customer Experience, while on the other hand, balancing costs in a business.

Digital and Omnichannel Contact Center Providers in Our Network

Here are just a few of the Digital and Omnichannel Contact Center providers we work directly with. If there are other providers you would like to use, let us know and we will add them to our network.