Omnichannel contact center

An omnichannel contact center is a cloud-based hub where a company can monitor all customer interactions simultaneously. In today’s vast digital landscape, having an omnichannel contact center allows agents and managers to see all interactions across all channels, like SMS, email, social media, voice, and chat.

Customer experiences aren’t linear; to fully grasp where issues or problems arise through the customer journey, organizations need insight into every interaction to pinpoint where there is room for improvement.