Technology continues to change the face of today’s call centers. A multi-channel system allows a contact center to provide quality customer service interactions through any medium, including: voice, text-SMS, Fax or Web. And the convergence of multi-site applications onto a single, centrally managed and administered platform promises to reduce costs, increase customer satisfaction, and boost revenues.
Until recently, many communication systems, while they might have been managed in a single contact center, were still essentially a point solution, hosted on separate platforms, administered separately, running applications developed and deployed separately, and—most significantly—not sharing information information about the operations and customer interactions of multiple contact centers.
The emergence of unified multimedia software radically changes all that. These systems unify ACD, IVR, servers for email and Web, CTI, outbound dialers, and other essential tools such as workforce management applications. These components are all unified into a single communication solution. Management has a complete view of all activity and a holistic view of each customer’s history. Developers work at a single interface to create customer-facing applications that combine the functionality of all systems. Administrators have one central point of control for all resources.
In short, a unified multi-channel system is a much more efficient, much more cost-effective, much more powerful tool for winning customer loyalty and generating revenue than its predecessors.
For further information on multichannel systems, click on a company's name.