3CX: One of the best Omnichannel Contact Centers in the market

What is an omnichannel contact center?

An omnichannel contact center is a contact center that combines multiple communication channels allowing customers to contact a business in the form that they prefer. It focuses on addressing customer needs and providing a seamless experience for customers.

Omnichannel solutions include 4 main features:

  • Key Digital Channels – Businesses need to identify customer expectations around preferred channels of communication. This can include email, phone, texting, live chat, self-service options (such as online help centers), social media, and video calls. The goal is not to limit customer interaction based on our own preferences.

  • Platform integration – Transforming a call center to manage other communication channels can be complicated unless the various channels are combined on a single platform. One aspect of this is to have built-in tools, such as video conferencing. Another aspect is to integrate platforms that are provided by other services, such as replying to social media messages or syncing CRM contacts. Agents need a tool where they can see all communications in real-time without signing into various services to check for messages.

  • Unified tracking – Many clients will get in touch via various channels. An omnichannel contact center tracks client messages across the channels making it possible to see all conversations with a given client in a single place.

  • Reporting – A contact center may include call reporting and analysis for managers to track response times, resolution times, and other key indicators across all channels.

The most recent development in omnichannel customer experience is the use of artificial intelligence to analyze large amounts of contact data and to provide insights that may otherwise be missed. Artificial intelligence may also be harnessed for interactive voice response or chatbots to provide information for customers based on previous customer experience. In terms of contact centers, “omnichannel” and “multichannel” are often used interchangeably. The consensus is that a multichannel contact center refers to the first item above – simply having all the right communication channels. In this view, an omnichannel contact center solution means there is integration and unified communication.


The benefits of omnichannel contact centers


The essence of omnichannel platforms is the customer journey – specifically providing a seamless experience. This means when a client calls after a webchat conversation earlier in the day, the agent who answers can see the messages they sent and any responses. The agent then has the context to help the customer more effectively. This points to several benefits of the omnichannel approach.

  • Agent productivity – Contact center agents won’t need to spend time finding messages on different platforms. All communications will be at their fingertips and they will be better informed, more quickly. It will also allow them to see which other agents were in contact and touch base with those agents for more info.

  • Improved Insights – Management will have access to a holistic view of all digital channels. Contact stats won’t reflect only emails or phone calls, but also social media, text messages, and other channels. This enables management to make more informed decisions.

  • Customer Satisfaction – The two items above point to improved customer service. When customers contact a business, they will not only be able to do so via the channel they prefer but they will be given better service when they get in touch. As a result, customer loyalty will grow. Of course, this will have a direct impact on customer retention and the bottom line.

Why choose 3CX as your omnichannel contact center?

3CX integrates favorite communication channels, provides an omnichannel experience for customers, and offers detailed reports and insights.

  • Phone, Fax & Voicemail – Basic phone communication remains the core of communication for many businesses.

  • Video Conferencing – Customer service agents can launch built-in web conferencing and video calls from the web or mobile apps.

  • CRM Integration – Sync clients and access communications from Zendesk, Salesforce, Freshdesk, Microsoft 365, and other CRMs.

  • Live Chat – Agents can chat with visitors on a company website to convert visitors to leads, or provide another channel of customer support.

  • Facebook Messaging – Visitors to a business Facebook page will expect responses quickly. Integration ensures that agents will reply on time.

  • Text Messages for Business – SMS has become a preferred way for many people to get in touch. Integration means agents can reply from a business phone number.


Reach out to SamaWave today to start your journey with 3CX: info@samawave.com


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