Omnichannel solutions for contact centers have become incredibly popular today, and for a good reason. An omnichannel cloud contact center is a contact center that uses cloud-based, hosted contact center software to handle customer interactions across multiple channels. It focuses on providing customers with a seamless experience where they can switch back and forth across different channels such as social media, text, email, chat, and phone.
When it comes to interaction with a business, customers do not take a linear path. It means that they are likely to use different channels like a phone call, an email, or a mobile app to contact customer service. Regardless of which communication channel they use, customers expect to experience a consistent service throughout every channel and connect with agents with access to their transaction history. With an omnichannel strategy, it is possible to cater to all these expectations.
For instance, a customer may engage in an online chat due to an issue with their order. After waiting a few minutes for a response, the customer can consider calling the customer support team to speak with someone regarding the best way to deal with the issue. This is where an omnichannel cloud contact center comes in handy. It utilizes different contact center technologies to elevate the chat by reaching out to the customer through a phone call immediately.
Although the chat interaction would remain active, the customer would have the option to switch between different channels to ensure that they receive the service according to their needs. The fact is that executing such a service is possible for omnichannel cloud contact centers. They have the right technology to intelligently deal with customers. It includes the use of an automatic call distributor to effectively route calls across multiple channels.
In order for an omnichannel cloud contact center to operate, workforce management systems are needed to forecast the volume of each channel and schedule agents to cater to the volume. The omnichannel cloud contact center offers agents with customer conversation history and data across all channels with agent-facing tools. As the center is cloud-based, the technology is maintained and hosted by the software service.
An omnichannel cloud contact center has complex details to address. Agents have to be able to handle contacts across different channels, and at times, it could be at the same time. Thus, to provide a seamless experience, the omnichannel contact center would need to motivate, monitor, manage, train, and hire agents.
Companies that have realized the importance of an omnichannel cloud contact center and want to transform their basic call center will be better able to meet customer expectations in today's competitive world.
How NOLA Can Help?
NOLA is the market leader when it comes to contact center software. We have offered the perfect omnichannel solution to thousands of customers from across the globe. Our unified, cloud-native applications are designed to help companies holistically run their contact center operations. From omnichannel routing to workforce optimization and analytics, we help our clients with everything.