Multichannel contact center

A multichannel contact center is defined by its siloed communication across multiple channels like SMS, email, and phone. Unlike an omnichannel contact center, multichannel contact centers struggle to create seamless CX journeys because users get different customer service experiences depending on their chosen channel.

To migrate a multichannel contact center to an omnichannel, CX professionals leverage tools like IntelePeer’s SmartEngage to create seamless CX journeys that span multiple touchpoints throughout the CX journey. In addition to setting up workflows, CX data from the various channels is also imported into one centralized database, allowing agents to understand the complete user journey before they contact them.