A contact center is a customer service function that handles inbound and outbound interactions with customers. By its very nature a typical contact center is "multichannel" because they handle contacts in more than one channel, which can include phone, chat, email, social media and more. This distinguishes them from call centers, which only handle phone interactions. A multichannel cloud contact center has their contact center software, such as their automatic call distributor (ACD) and interactive voice response (IVR) system, in the cloud, hosted by a vendor such as NiCE.
Benefits of Multichannel Contact Centers
Being in the cloud offers several benefits to multichannel contact center channels. In hosted cloud arrangements, contact centers typically only pay for the seats they're using, which is a cost-effective model for businesses with large, seasonal contact volume fluctuations. Additionally, multichannel cloud contact centers can worry less about technology, because that is the vendor's responsibility and focus more on their core service functions. Cloud technology also enables contact center agents to work at home, allowing multichannel cloud contact centers to tap into additional labor markets and offer their contact center agents a nice perk, which helps reduce attrition and makes hiring a little easier.
Drawbacks of a Multichannel Contact Center Software
Being a multichannel cloud contact center also has its drawbacks related to the term "multichannel." Multichannel, in comparison to omnichannel, implies that the channels exist in silos, not allowing customer interactions to move across them seamlessly. For example, a customer might send an email about an issue and then, a week later, initiate a chat session to discuss that same problem with a chat agent.
In a multichannel cloud contact center, the chat agent very likely won't have access to the email or even know it exists. This makes for a frustrating customer experience and causes agent inefficiencies. An omnichannel approach solves this through comprehensive integration across multiple communication channels, enabling the contact center to provide customers with the experience they expect. There are a number of multichannel contact center providers to assist you with this, but only the best can help you deal with these drawbacks.
How NiCE is Redefining Customer Experience
NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.
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