Published : July 17, 2024Customers these days expect to do business with companies through their preferred channels and on their terms.
Omnichannel contact centers are the answer to meeting these ever-evolving customer expectations.
As the customer service market is growing at 13% a year, call centers are stepping up to offer support across multiple channels, including voice, email, live chat, and social media.
This article will discuss everything about omnichannel call center software, their top features, and best practices for implementation, along with the top omnichannel call center software that suits your business needs.
What Is an Omnichannel Contact Center?
An omnichannel contact center is a customer service solution that integrates various communication channels into a unified platform.
Regardless of how the customer contacts you, your agents can instantly get the same unified view of the customer in your customer relationship management system (CRM).
With all the information at their fingertips, your customer service agents can provide a quick and personalized experience. They won’t have to waste time looking for information, and your customers won’t have to say it repeatedly.
The goal of an omnichannel contact center is to provide a seamless and consistent customer experience, regardless of the channel the customer chooses to use.
Consider both the channels and the integrated systems that an omnichannel call center solution offers when making your choice. It should ideally include an API as well, allowing you to create your unique integrations with specialized tools as needed.
Multichannel Vs. Omnichannel Contact Centers
While both multichannel and omnichannel contact centers involve using multiple communication channels, there’s a key difference in how they operate:
| Particular | Multichannel Contact Centers | Omnichannel Contact Centers |
| Definition | Support across various channels is treated separately. | Integrated communication channels into a unified system. |
| Customer Experience | Fragmented, as each channel operates independently. | Seamless and consistent across all channels. |
| Interaction Handling | Siloed, each interaction is handled in isolation. | Centralized, interactions are managed collectively. |
| Data Integration | Limited data is spread across different platforms. | Comprehensive, data is consolidated on one platform. |
| Personalization | Limited, due to lack of unified customer view. | High, with a 360-degree view of customer interactions. |
| Efficiency | Lower, due to disjointed systems. | Higher, with streamlined processes and a unified interface. |
| Agent Productivity | Lower, agents switch between different systems. | Higher agents handle all channels from one interface. |
| Customer Insights | Incomplete, due to scattered data. | Comprehensive, with holistic customer insights. |
| Consistency | Varies across channels. | Consistent, regardless of the communication channel. |
| Scalability | Challenging, as each channel may require separate scaling. | Easier, as all channels are integrated into one system. |
This table highlights the major differences between multichannel and omnichannel contact centers, showcasing the advantages of the latter in providing a unified and efficient customer service experience.
: Difference Between Omnichannel vs Multichannel Contact CenterTop Advantages of Omnichannel Contact Centers
An omnichannel strategy offers many advantages for both businesses and their customers. Let’s have a look at some of the major advantages:
For Customer
1. Convenience
Customers can choose their preferred method of communication, increasing accessibility and satisfaction.
2. Consistency
Regardless of the channel used, customers receive consistent and high-quality support.
3. Self-service options
Customers can find answers to common questions or resolve simple issues on their own through self-service options like knowledge bases or chatbots.
4. Compatible Customer Journey
Customers can quickly switch between channels using omnichannel platforms without repeating information.
For Businesses
1. Valuable Customer Insights
Omnichannel solutions gather customer data across all interactions, providing valuable insights into customer behaviour and preferences.
2. Improved Customer Retention
Consistent and personalized service fosters customer loyalty and retention. This increases the likelihood that customers remain with the company for longer periods.
3. Cost Savings
By diverting basic inquiries from agents, this reduces operating expenses and allows them to handle more complex issues.
4. Competitive advantage
Consistently delivering outstanding service across all platforms gives omnichannel call centers a distinct advantage.
Features of Omnichannel Contact Center Software
To get the best omnichannel contact center solutions for your staff, you must decide which features are most important to you. Here are some of the features you may want to consider:
1. Automatic Call Distribution (ACD)
ACD systems in omnichannel contact centers manage queues across multiple communication channels. This means that whether a customer reaches out via virtual phone number, email, or chat, their request enters a unified queue.
ACD can prioritize interactions based on urgency, customer status, or other predefined criteria. For instance, urgent issues or inquiries from VIP customers can be prioritized across all channels.
2. Interactive Voice Response (IVR)
IVR systems can handle routine queries and provide automated responses to common questions. This reduces the need for human intervention. Thus, customers can use IVR to access information such as account balances, order status, and appointment schedules without needing to speak to an agent.
IVR systems gather information from customers and route calls to the appropriate department or agent based on their input. For example, a customer selecting “technical support” is directed to a technical specialist. For businesses using residential static proxy services, IVR systems can efficiently manage customer queries related to proxy issues by directing them to the specialized support team.
3. Agent Workspace
Forget juggling multiple applications. The agent workspace displays all customer interactions (phone calls, chats, emails, and social media messages) in a single, organized view.
Agents can have instant access to a customer’s complete interaction history across all channels. This includes past conversations, previous inquiries, and relevant customer data. Armed with this context, agents can personalize their approach and provide a more efficient resolution.
4. CRM Integration
CRM systems can trigger proactive service actions based on customer data, such as follow-up reminders or personalized offers.
Moreover, managers can track performance metrics such as response times, resolution rates, and customer satisfaction scores, enabling continuous improvement of contact center operations.
5. Social Media Integration
Imagine managing all your social media inquiries (Facebook messages, Tweets, and Instagram comments) on a single, organized platform alongside emails, chats, and phone calls. This consolidated view eliminates the need to switch between different social media apps and saves agents valuable time.
Stay on top of customer conversations happening on social media. The integration allows agents to monitor brand mentions, track hashtags, and identify customer concerns in real time.
: What is Multichannel Contact Center? Top 6 ProvidersHow Does an Omnichannel Contact Center Work?
An omnichannel contact center operates by integrating various communication channels into a single, cohesive platform. Here’s a step-by-step breakdown of how it works:
Step 1: Customer Contact
A customer reaches out to the business through their preferred channel, such as phone, chat, email, or social media.
Step 2: Omnichannel Routing
The omnichannel software routes the inquiry based on pre-defined rules, considering factors like channel type, customer urgency, and agent availability.
Step 3: Agent Interaction
A qualified agent receives the inquiry and has access to the customer’s entire interaction history across all channels. This allows the agent to provide a personalized and efficient response.
Step 4: Resolution and Follow-Up
The agent addresses the customer’s inquiry and provides a resolution. The omnichannel platform facilitates follow-up customer communications.
Top 5 Omnichannel Contact Center Software
Now that we have covered the benefits and key features of delivering seamless omnichannel support let us move ahead to understanding the top 5 omnichannel call center software.
1. CallHippo
CallHippo is a leading omnichannel contact center solution that helps businesses streamline customer support across phone calls, chat, social media, SMS, email, video calls, etc. With affordable pricing plans and advanced features, CallHippo helps businesses strengthen customer service strategy, improve productivity, and lower communication costs.
CallHippo remains the top preference for businesses exploring omnichannel customer support. Amazon, Spotify, TechMahindra, etc., are some of its prominent clientele.
Key Features
- IVR system
- Intelligent call routing
- Voice/video conferencing
- SMS/MMS
- Unified dashboards
- Video meetings
Pros
- The platform allows businesses to serve customers across voice, text, and video channels.
- It can be easily integrated with third-party CRM, sales, and marketing tools like HubSpot, Pipedrive, etc.
- The tool can be accessed on mobile and desktop applications, helping businesses operate easily from remote.
Cons
- When the internet is spotty, messages take a long time to get delivered.
- The basic free plan does not have important features like call transfers.
Pricing
- Starter: $18 /month
- Professional: $30 /month
- Ultimate: $42 /month
*Pricing as of 11-07-2024
2. RingCentral
RingCentral is a reliable omnichannel contact center solution provider and has a wide range of calling and messaging features.
It allows customers to interact with the business using social media platforms, live chat messaging, in-app messaging, SMS/MMS, etc. Using RingCentral, you can also respond to customer reviews on Google Play and Google My Business.
Key Features
- Automatic call recording
- Business SMS
- Visual voicemail
- Call forwarding
- Multi-way conference
- Integrated dashboards
Pros
- The platform helps business users separate their personal and official calls.
- It provides reports with various metrics and data that help contact centres improve their performance.
- Adding new users and extending the communication system is straightforward.
Cons
- The accounting system is very rigid and not so responsive that users have reported issues with renewal, plan changes, etc.
- The default greeting voice is robotic and doesn’t accept MP3 formats.
Pricing
- Core: $20
- Advanced: $25
- Ultra: $35
3. Genesys
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact centre application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships.
Key Features
- Predictive dialing
- Call tracking
- CRM software integration
- Click-to-call (CTC)
- Call scripts
Pros
- The platform integrates very well with existing CRMs.
- Genesys Cloud CX has a strong and engaging user community.
- It offers flexible deployment options for its users.
Cons
- Tier 1 support can sometimes be frustrating with logging requirements.
- New AI features may carry additional costs outside of the Genesys Cloud license.
Pricing
- Cloud CX 1 – Voice: $75/mo
- Cloud 2 Digital: $95/mo
- Cloud 2 Digital + Voice: $115/mo
- Cloud 3 Digital + WEM: $135/mo
- Cloud 3 Digital + WEM + Voice: $155/mo
4. Dialpad
Dialpad Ai Contact Center is an inbound call centre platform and solution, that helps companies connect with customers across all channels and skip repetitive questions, retaining reviewable conversations and context history.
Dialpad’s built-in Ai assistant takes notes, transcribes calls, and surfaces helpful information in real time to help agents resolve customer requests faster.
Key Features
- Call forwarding
- Outbound response
- REST APIs
- Warm transfer
- Multichannel integration
Pros
- The platform allows for updates on Caller ID instantly.
- It notifies the users via email of new voice messages along with a transcript of the message.
- The tool allows users to use the same meeting link over and over again.
Cons
- The platform does not have any dark mode options.
- Sometimes, the analytics data on the Dialpad takes too long to load.
Pricing
- Standard: $15 user/mo
- Pro: $25 user/mo
- Enterprise: $25 user/mo
5. Freshdesk
Freshdesk Contact Center (formerly Freshcaller) is call centre software for startups and small teams. Fresh Contact Center aims to enable businesses/teams to set up and run a call centre without spending a lot of time and money.
Users can create custom greeting texts based on specific call scenarios. The tested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers.
Key Features
- Hosted PBX
- Call park
- Smart Escalation
- After Call Work
- Inbound caller ID
Pros
- Users are able to allocate tickets and communicate with staff and clients via email.
- The platform does not rely on an outstanding internet connection.
- The phone system integrates with this platform easily.
Cons
- Sometimes, the network drops, which disrupts calls.
- Due to a lack of a robust category or view mechanism, problem assignment and management become tedious tasks on this platform.
Pricing
- Growth: $11.95/mo
- Pro: $43/mo
- Enterprise: $68/mo
: Cloud Contact Center Solutions – Features, Benefits & Top ProvidersHow to Choose the Right Omnichannel Contact Center Software?
Selecting the right omnichannel contact centre software is crucial for delivering exceptional customer service and optimizing your contact centre operations. Here’s a roadmap to guide you through the evaluation process:
1. Assess Your Need
Assess your business requirements, including the number of channels you need to support and the volume of interactions.
2. Prioritize Key Features
Look for essential features such as CRM integration, analytics, AI capabilities, and security measures.
3. Research and Shortlist Vendors
Research the leading omnichannel contact centre software vendors and their offerings. Look for customer reviews and case studies to understand how other businesses utilize the software and the benefits they’ve achieved.
4. Consider Pricing and Implementation
Omnichannel software pricing can vary depending on features, number of agents, and deployment options (cloud-based vs. on-premise). Compare pricing models from different vendors and choose one that aligns with your budget.
5. Make an Informed Decision
Once you’ve shortlisted a few vendors, create a comparison chart to evaluate them based on your defined criteria (features, pricing, ease of use, etc.).
Final Thoughts
An omnichannel contact centre is crucial for businesses aiming to provide a seamless and consistent customer experience. By integrating multiple communication channels into a single platform, businesses can improve efficiency, gain valuable insights, and increase customer satisfaction.
With the right omnichannel call center software, companies can stay ahead of the competition and foster long-term customer loyalty.
FAQs
1. What is the meaning of omni-channel customer service?
Omnichannel customer service refers to a unified approach to customer support where multiple communication channels are integrated to provide a seamless and consistent experience.
2. How much does an omnichannel contact center setup cost?
The cost of setting up an omnichannel contact center varies depending on the software provider, features, and size of the business. It can range from a few hundred to several thousand dollars per month.
3. Who should use omnichannel contact center solutions?
Businesses of all sizes that interact with customers across multiple channels can benefit from omnichannel contact center solutions. This includes e-commerce companies, financial services, healthcare providers, and more.
4. Will my cloud-based omnichannel contact center be secure?
Yes, reputable omnichannel contact center providers implement robust security measures and comply with industry standards to ensure the safety of your data.
5. Can I add more communication channels later?
Most omnichannel contact center solutions are scalable and allow you to add more communication channels as your business needs evolve.
Updated : September 2, 2024
Dharmik Joshi is a seasoned writer with a strong background in business management and content marketing. With hands-on experience in creating content for VoIP and telephony solutions, he has developed a keen understanding of the technical and business aspects of these technologies. Dharmik ensures that complicated ideas are communicated in an engaging and clear way, having helped to the introduction of various VoIP products.
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