What Is the Omnichannel Call Center Solution?

Technology changes rapidly and changes in technology affect all industry segments and its solutions. One of the most progressive industry segments is the call center.  In the call center industry, things change at a revolutionary speed. The increase in the importance of customers, the call centers are leaning for the solution and best practices to retain customers.

To meet this agenda, call centers use the call center solution. In this industry, there are many different types of call centers available in the market. One of the most popular types of call center solution is the omnichannel call center software.

Even if it is very popular, there are many people related to the call center industry who don’t know what exactly the omnichannel call center solution is! If you are one of them, don’t worry. In this article, we will share a quick guide on the omnichannel call center solution.

Generally, the call center software supports only one communication mode that is audio calling. The omnichannel call center solution offers all possible modes of communication. The pure omnichannel call center software is the one that supports all different modes of communication. To be specific below is brief of supported communication modes in this type of solution:

Audio call

Similar to traditional call center software, the omnichannel call center solution offers two-way calling. One can use it for inbound or outbound calling.

Video call

This is an additional communication mode available in the omnichannel call center software. It allows two-way video calling as well as conference video calling.

Chat

Instant messaging is a really important mode of communication as customers demand live chat support. The omnichannel call center solution offers chat with customers. Also, it supports internal instant messaging.

SMS

Many call centers need to send an SMS due to certain policies. The omnichannel call center solution offers the SMS support so agents can send an SMS to the customer during or after the live call.

Fax

This mode of communication is not too obvious, but there are some organizations that need faxing as a mode of communication. This is also one of the communication modes available in the omnichannel call center software.

WhatsApp

Due to the ease of use and no additional cost, the usage of WhatsApp has become crucial. People use WhatsApp messaging heavily and that is why the omnichannel call center solution has started offering this mode of communication as one of the channels in it.

Social Media

The brands and companies do work on social media and the need to listen to social comments and likes. The omnichannel call center solution offers integration of one or more social media channels so the brands can integrate their social pages within the call center software.

All these are the top communication channels that are available in the omnichannel call center solution. As it provides all modes of communication, it is known as the omnichannel call center or contact center solution.

We offer this type of call center software with the required modes of communication. Contact us to know more about it.