Contact Centers were initially designed as a tool for customer relationship management via phonecalls. Over time, the lines of communication blurred with chat, video, email, and text. More businesses became aware of the value of meeting customers in their preferred channel or channels. Some started including robust avenues such as knowledgeable bases, chatbots, and live chat agents. Today, most contact centers have significantly diversified their customer experience strategies, even extending their availability across multiple social media platforms.

All this is what we call Omnichannel –  a multichannel approach to sales and support to provide seamless customer experience. Is it real? Is it necessary? Let’s take a look at what it is and determine if an omnichannel contact center can help grow your business and create a better customer experience.