Communication between businesses and customers is no more limited to phone calls. The digital era has led to the diversification of communication channels. Modern customers expect to contact a business through channels like email, live chat, social media platforms, etc. Therefore, businesses must be equipped with comprehensive contact center software to serve their customers through multiple channels. Multichannel and omnichannel contact center software are the two possible options for businesses to serve the purpose.
While omnichannel contact center software has been a buzzword around the industry, multichannel contact center software is also perceived as an excellent option. So, what are the deciding factors in choosing between these two options? Let’s delve into the fundamentals of multichannel vs omnichannel contact centers to assist you with the required information to make the right choice.
Comparative analysis of multichannel and omnichannel contact center
Businesses may use the terms ‘multichannel’ and ‘omnichannel’ interchangeably in the case of contact centers. However, there are some differences that you must look into while choosing between multichannel and omnichannel contact center software.
1. Definitions
Multichannel contact center software facilitates business communication through multiple platforms. Therefore, it provides greater accessibility for customers to reach out to the business by opening up their preferred communication channel. However, the customer interactions on one channel are independent of any interaction from other channels.
On the other hand, omnichannel contact center software integrates multiple communication channels as a unified approach to business communications. Just like multichannel software, it opens several communication channels for customers. However, the main difference lies in the fact that customer interactions through different channels are interlinked and connected through omnichannel software.
2. Technical requirements
Multichannel contact center software requires separate infrastructure for every communication channel. It provides specialized services for each channel. It may or may not offer inter-channel communication integration. Multi-channel software produces multiple invoices for channels.
Omnichannel contact center software utilizes Unified Communications technology and thus requires a dedicated infrastructure for all the channels. It also integrates services and produces a single invoice for every vendor. It may or may not offer cloud integration.
3. Agent experience
A group of agents serves a specific communication channel through multichannel contact center software. Therefore, multiple agent groups are working dedicatedly for specific channels. In short, an agent must have specialized skills for handling customer support services for a particular platform.
On the other hand, omnichannel contact center software requires highly skilled agents who can handle customer service through multiple channels. As there’s seamless switching of channels, the agent must have multitasking skills to serve customers through different channels at the same time.
4. Customer experience
In the case of multichannel software, the customer experience is excellent when interacting through a single channel. However, when switching channels, the customer has to repeat the problem or query, thereby leading to a poor customer experience.
Omnichannel software successfully provides a better customer experience than its counterpart. Customers don’t need to repeat themselves while interacting through different channels as the information is integrated. There’s no interruption in the customer conversation when switching channels.
5. Cost
The initial set-up cost for multichannel contact center software is lower than for omnichannel software. However, it becomes expensive in the long run owing to separate licensing costs for each channel. Moreover, it becomes difficult to scale as your business grows. Contrastingly, an omnichannel contact center serves as a more affordable investment in the long term. It also eases scalability for your business.
Organizational benefits of omnichannel contact center software
An omnichannel contact center software can boost your customer retention rate up to 89%. Its capabilities provide the following advantages for businesses:
- Unified dashboard offers complete visibility
The omnichannel contact center integrates the data from all the communication channels and represents it through a unified platform. It provides a well-organized dashboard so that agents can be aware of all the customer interactions before responding to the customer. This streamlines business communications and optimizes call management.
- Simplifies technical integration
A business uses multiple tools and software such as CRM, calendar, SMS broadcast software, etc. It can be difficult and complex to handle all these tools individually. An omnichannel contact center software integrates all the business tools so that you can manage all the tools through a single interface. It also ensures seamless integration so that your business operations aren’t interrupted.
- Improved employee experience
With the all-in-one interface, omnichannel contact center software empowers agents to easily access customer information whenever needed. It improves the overall employee experience, by reducing stress at work and employee turnover rate.
- Faster customer issue resolution
When customers do not waste time inputting their data and agents are equipped with the required information, the speed and quality of customer service improve significantly. With customer information integration, omnichannel contact software plays an integral role in speeding up customer issue resolution.
- Consistent service quality
Over 69% of customers prefer brands that deliver a consistent experience across all communication channels. Consistent service quality can be delivered only when the agents are equipped with inter-channel customer information. Therefore, omnichannel contact center software serves the purpose, and thus, service quality is enhanced.
- Deeper customer insights
An omnichannel contact center comes with advanced analytics and reporting features. It uses speech and sentiment analytics to help your agents understand the personality and trends of customers. Agents can leverage these customer insights to provide exceptional customer service experience.
- Personalization
With improved customer insights, omnichannel contact software enables agents to tailor the pitch and responses as per the mood and personality of the customers. Personalization in customer service helps in retaining more customers by making them feel valued. It also contributes to greater customer satisfaction.
Drive more value with omnichannel contact center software
Be it multichannel or omnichannel contact center software, both are an upgrade from your single channel communication. But when it comes to driving business efficiency, omnichannel contact center software is undoubtedly a better pick. It offers greater flexibility as well as saves agents’ hassle and customers’ time. HoduCC is one of the top contact center systems that comes packed with features to make omnichannel communication seamless and boost overall business productivity. Check out more about HoduCC here.
