Multichannel and Omnichannel contact center - what’s the difference?

The ultimate AI-powered contact center is here. See it in action! 👉 www.nextiva.com/x/contact-cen...
Okay, so the difference between multichannel and omnichannel contact centers is this: multichannel and omnichannel are similar, except with omnichannel, you’ve got one place to manage all your customer conversations, no matter which channel your customer uses to reach out.
Multichannel contact centers handle your customer conversations happening over phone calls, text messages, social media, etc.
Omnichannel contact centers do all that, plus have an additional capability - your agents can see all your multichannel conversations within one platform.
What’s the advantage of using an omnichannel contact center? You make life easier for your agents - and delight your customers.
No longer do your agents waste time clicking between communication apps. No longer are they missing key information texted to the business because they’re only seeing what the customer is messaging on social media .
When all communication channels unite and are managed in one platform, your business can serve more customers and serve them really, really well - right where your customers expect to be served.
What about that blog Jessica mentioned? Here’s what you need to know about survey best practices (and wrapping your mind around multichannel contact centers):
www.nextiva.com/blog/multicha...
Wanna see Jessica go all-in on omnichannel? Watch this:
• Why Are Omnichannel Co...
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