THE OMNICHANNEL CONTACT CENTER PARADIGM

The Contact Center is constantly evolving, as we have access to more experienced people, more powerful and flexible technologies, greater insights from big data, and business pressure from global competitors. Industry leading contact centers have acknowledged that adopting and implementing a new perspective for the customer journey with call center omnichannel is critical to support the modern organization’s strategic business goals, and necessary to provide the next-generation engagement experience that today’s customers expect and demand.

At VOX, we call this the Omnichannel Paradigm for Contact Center, and we are especially qualified to help you get there! Omnichannel call center software allows you to connect with customers on any communication channel. An omnichannel call center solution is backed up with robust dashboards that show real time data about customer-agent conversations via chat and voice channels.

In the Omnichannel contact center, the viewpoint has completely shifted.  Gone are the days when we thought about the company and how we communicate OUT to our customers.  Now, the focus is IN, on the customer and how they want to engage with us…anytime, anywhere, on any device they choose.  Remember, it’s about customer expectations and omnichannel contact center optimization!  The customer’s experience, or journey, should be simple, quick and yield immediate results.

In omnichannel contact center, the customer journey is seamless, consistent and thoroughly dynamic. No breakpoints exist, regardless of the channel. Channels may include: mobile, voice, SMS, self-service, email, social media, webchat, fax and kiosk.