What is Omnichannel Contact Center & How Does it Work

The undeniable surge in popularity of Omnichannel Contact Center is reshaping customer service paradigms. 

Why? Because customers now expect not just support, but an experience that effortlessly weaves through their preferred channels. 

This dynamic evolution transcends technical jargon, focusing on the art of customer engagement. 

Imagine a scenario where a customer chats with a support agent, and then hops on a call without missing a beat – no repetitive explanations, no frustration. This is the magic of the omnichannel approach.

But it’s not just about avoiding the repetition shuffle. Omnichannel Cloud Contact Centers offer businesses an array of benefits.

Think streamlined operations, happier agents, and empowered customers. Businesses can efficiently route inquiries, allocate resources judiciously, and fine-tune their strategies based on real-time insights. 

Agents, armed with a unified view of customer history, can offer tailored solutions that foster trust and loyalty. Customers, on the other hand, revel in the freedom to choose how they connect.

So, as we delve into the intricacies of this phenomenon, remember, it’s not just about contact centers anymore; it’s about crafting a melody of customer delight.

What Exactly Is Omnichannel Cloud Contact Center?

An Omnichannel Cloud Contact Center is a customer service approach that integrates multiple communication channels to provide a seamless and unified experience for customers.
The goal of an omnichannel contact center is to allow customers to interact with a company using their preferred communication channel, such as phone calls, chat, SMS, and more, while maintaining consistent and contextual interactions regardless of the channel used.

Here’s How An Omnichannel Contact Center Works

Integration of Channels

In today’s fast-paced business landscape, the absence of seamless channel integration stands as a great challenge. 

Siloed communication channels can lead to fragmented customer experiences, causing frustration and inefficiency for many businesses.

This is where the Integration of Channels feature steps in, offering a solution that streamlines and unifies customer interactions. 

MyOperator’s integration of channels empowers businesses by providing a single platform to manage and route inquiries from various sources, ensuring a combined and efficient approach to customer engagement.

MyOperator’s omnichannel contact center integrates various communication channels into a single platform. WIth Myoperator as your software solution, businesses can manage and route incoming interactions from different channels.

Customer Profile and History

In modern customer management, understanding your audience is paramount. The absence of a centralized Customer Profile and History (CPH) system can lead to missed opportunities and frustrated customers. 

Most traditional phone systems are incapable of showing customer profile and history in the dashboard.

But here’s where the CPH feature shines. When a customer interacts with the company through any channel, their information and interaction history are recorded and stored in a centralized database. 

The feature effortlessly captures and consolidates vital customer data, from past inquiries and purchases to preferences, across all channels. Yes, we are talking about the data! Data breach may be a biggest concern for a lot of businesses. But if you choose a reputed organization like Myoperator, then data breach is not your concern anymore.

Anti data breach tools like Amazon services, SSL certificates, SiteLock malware scanner and other effective tools safeguard your data at MyOperator.

Contextual Interaction

The major concerning problem in contextual interaction is when customers switch to different channels but require to go through full detailing again. This is a big time killer and tests customer patience. 

But this is not an issue with Omnichannel contact center solutions as customers switch between different channels. The omnichannel contact center ensures that the context of their interactions is maintained. 

What MyOperator Omnichannel support offers is the access to customer’s history.

Regardless of the channel, agents have access to the customer’s history and previous interactions. 

Such a facility by MyOperator enables businesses to provide personalized and informed assistance using the past data and analytics.

Seamless Channel Switching

Many businesses struggle with maintaining the interaction when customers suddenly decide to switch channels for different queries. 

Picture this: a customer initiates an interaction on one channel, and then a lightbulb moment strikes, prompting them to switch to another. 

However, businesses must understand that the hassle of repeating information should not be a concern for customers. Business must be able to continue the conversation from where they left off.

This can happen with Omnichannel’s Seamless Channel Switching in action. 

Let’s say a customer starts with a chat conversation and then decides to switch to a phone call. The agent seamlessly transitions between channels while retaining the chat history. It’s a chain of interaction, where customers don’t miss a beat, and their needs are met harmoniously without having to repeat again and again.

Routing and Prioritization

Real time stats depict that major businesses struggle with assigning the right agent to the right customer query. 

Because of these effective features, most of the customers tend to perceive business as incapable and non-friendly. It is important to understand that routing plays a pivotal role in customer management.

Omnichannel literally gives this feature to businesses where the system automates routing based on the query and the agent. 

This is what your business gets when opted for an Omnichannel contact center: incoming interactions are intelligently routed based on factors such as inquiry type, agent availability, and expertise. 

This accuracy and speed guarantees that customers are fastly connected with the right agent, who can ensure their needs are addressed with expertise and efficiency. It’s the art of personalized assistance in motion.

Real-time Monitoring and Reporting

One of the most loyalty killing issues lies in the lack of monitoring and understanding of customers. 

Business can avoid that big gap with Omnichannel contact centers which give managers a bird’s eye view. 

Managers can get to monitor operations in real-time. With real-time monitoring, metrics such as response times, customer satisfaction, and agent performance are at their fingertips. It’s not just data; it’s actionable insights.

Unified Agent Interface

Businesses often struggle with multiple workflows which actually results in bad productivity.

However Omnichannel Unified Agent Interface serves as a solution to that concerning issue. 

The Unified agent interface feature empowers agents to seamlessly manage interactions from multiple channels within a single  omnichannel platform, eradicating the trouble of application-switching.

MyOperator’s Omnichannel Solution leverages this feature to liberate businesses from workflow complexities. 

Agents can now dedicate their efforts to delivering superior customer service, boosting overall efficiency.

With Omnichannel support, agents use a unified interface that allows them to handle interactions from different channels in one place. This reduces the need for agents to switch between different applications and enables them to focus on providing better customer service.

Personalization and Consistency

Personalization doubles customer retention but it needs data and additional automation which businesses struggle to provide. Physical agents practically cannot grasp and extract information for optimization.

Omnichannel contact center presents a solution. It gives agents access to customer history and preferences, allowing them to tailor interactions to individual needs. 

Additionally, the omnichannel approach makes sure that customers receive uniform information and experiences across all channels.

MyOperator’s Omnichannel Solution feature tackles the challenge head-on by enabling businesses to create personalized interactions based on customer history and preferences. 

It also guarantees consistent communication across channels, ensuring that customers receive the same high-quality service, ultimately enhancing customer engagement and satisfaction.

Automation and AI Integration

Imagine when you have questions or need help from a company, and it takes a long time to get answers. This can be frustrating for both you and the company alike.

Now, picture technology like AI are coming to the rescue. These clever technological revolutions can be added to the company’s help center, and they’re really good at handling common questions, letting you solve issues on your own, and helping human agents find information faster.

MyOperator’s Omni Channel Solution uses AI powered assistance to make things faster and smoother for both you and the company. 

It’s like having a team of friendly 24/7 agents that work behind the scenes, making sure you get the help customers need quickly and efficiently. It’s the future of customer service, making things better for everyone.

Benefits of OmniChannel Cloud Contact Center with Real-Time Examples

Increased Customer Satisfaction

When customers can engage with a company through their preferred channels and receive timely, accurate solutions, their overall satisfaction levels rise.

Example: A retail customer contacts a company’s support via Twitter to inquire about a product’s availability.

The support team responds promptly, provides the necessary information, and offers to assist with the purchase. The customer is delighted by the quick and helpful response, leading to a positive impression of the brand.

Proactive Issue Resolution

With access to customer histories, agents can identify recurring issues and address them before they escalate, showing customers that the company is proactive in solving problems.

Example: An airline passenger posts on the airline’s Facebook page about a delayed flight. The airline’s social media team reaches out, apologizes for the inconvenience, and provides the customer with a voucher for a future flight as a goodwill gesture. The quick response and resolution turn a negative situation into a positive interaction.

Multi-Channel Marketing Insights

Omnichannel data can provide insights into which channels customers prefer, helping companies tailor their marketing efforts to reach customers more effectively.

Example: An online cosmetics store notices that a significant portion of their younger customers engage with their brand through Instagram.

They allocate more resources to creating engaging Instagram content and promotions, resulting in increased brand engagement and sales.

Cross-Selling and Upselling Opportunities

Agents armed with comprehensive customer profiles can identify opportunities to cross-sell or upsell products or services based on customer preferences and purchase history.

Example: A subscription-based streaming service’s agent notices that a customer inquires about classic movies frequently. The agent suggests a premium package that includes a wide selection of classic films, leading to an upsell and a more satisfied customer.

Consistent Brand Messaging

Omnichannel contact centers ensure that customers receive consistent information and brand messaging across all channels, reinforcing the company’s image.

Example: A hotel chain uses the same brand tone and messaging whether customers interact through their website, email, or phone. This consistent communication style strengthens the brand identity and builds trust with customers.

Global Reach with Localized Support

Companies can provide localized support to customers in different regions, offering language and cultural familiarity through various communication channels.

Example: A software company expands its services to a new international market. They set up an omnichannel contact center that includes language-specific chat support, enabling customers in that region to communicate comfortably in their native language.

Data-Driven Decision Making

Real-time analytics from omnichannel contact centers provide valuable insights that can guide business strategies, marketing campaigns, and product improvements.

Example: An electronics manufacturer notices a spike in customer inquiries about a particular feature on a newly launched product.

This prompts the company to create a tutorial video and FAQs addressing that feature, reducing the strain on customer support and enhancing the product’s usability.

Omnichannel Contact Center Best Use Cases Across Multiple Sectors

E-commerce Customer Support

An online store effectively manages customer inquiries from different channels like chat, email, and social media using an Omnichannel Contact Center.

Agents seamlessly transition between these channels, providing consistent assistance. For instance, a customer who initiates a chat about a product inquiry can later switch to a call, and the agent can continue the conversation while having access to the chat history.

Here’s How Lenskart Achieved 10x More Efficiency in Customer Support with MyOperator

Lenskart, the eye-wear unicorn required a scalable cloud telephony solution with location intelligence and multi-store optimisation.

MyOperator deployed their scalable communication cloud, multi-store solution and pincode based routing for Lenskart, achieving:

• 30% increase in their marketing RoI.
• 40% increment in customer calls
• 10X increase in efficiency and productivity of customer-facing professionals

Read more about The Lenskart – MyOperator Success Story HERE

Travel and Hospitality Reservations

A travel agency handles reservations and inquiries using an Omnichannel Contact Center. Customers can interact through email, web chat, or phone calls.

If a customer begins with an email reservation request but prefers confirmation over the phone, the agent can switch mediums while retaining the context of the email conversation.

Here’s How Travel Triangle Benefitted From MyOperator Integration –

Like any other tourism brand, TravelTriangle caters to customer queries that are not restricted to weekdays, office hours, or demographics.

Though, with a fixed landline phone as their only mode of communication, they were unable to tackle an unpredictable, fluctuating call volume.

Because of an old school phone system, they were also witnessing a high volume of missed calls and unattended leads after office hours and on non-working days, leading to data and business loss.

MyOperator stepped in with its Toll Free Number service and multi-level IVR to put an end to the interminable challenge.

After using MyOperator, TravelTriangle achieved –

• 62% increase in incoming calls with a Toll free number.
• 59% increase in deal closures due to all time availability and minimized unattended leads.
• Easy access to automated and real-time database of callers.
• Zero-miss enquiries with IVR that tracks, records, and distribute calls to respective agents
• Higher customer satisfaction as they are available now 365247

Read more about the unparalleled benefits of MyOperator’s Toll Free number and its potential to augment business communication and reputation HERE

Healthcare Appointment Management

A medical clinic efficiently manages patient appointments with an Omnichannel Contact Center. Patients book appointments via the website, chat, or phone.

If a patient chats online to schedule an appointment and later needs to confirm the time through a call, the agent can seamlessly adapt the conversation while having access to the chat history.

How Prime IVF Centre Builds Customer Trust Through MyOperator – Truecaller Integration

The Prime IVF has reached out to MyOperator to assist them in optimizing their calling process. MyOperator worked with the Prime IVF facility to implement outbound call management with Truecaller’s Verified Call ID integration.

MyOperator integrates with Truecaller for Business to offer a trusted call management platform layered with identity and branding solutions.

This integration has helped Prime IVF achieve:

• Increased efficacy in answering patient queries which is a major prerequisite in the healthcare industry. The calls made through Truecaller’s Verified Call ID are picked up by patients/families on the first go.
• Control of their branding and customer relations while managing outbound patient communication
• Efficient call audits and improvements in their team performance.
• Timely follow-ups on the missed ones.

Read more about Prime IVF – MyOperator Integration HERE

Financial Services Account Support

A financial institution offers account support through an Omnichannel Contact Center. Customers can connect via phone, chat, or social media. 

If a customer messages the institution on social media regarding a transaction issue and then wants to discuss it over the phone, the agent can switch channels while maintaining the social media conversation’s context.

Here’s How Trustline Solved their challenges with MyOperator

Trustline is a leading financial services and investment solutions provider. 

Real-time and contextual customer interactions play a vital role in the financial sector. 

Despite applying innumerable measures, Trustline were unable to streamline their overall customer communication. Reason, a traditional landline phone system, owing to which they were

• bound to answer just one call at a time.
• clueless about calls they missed from customers.
• unable to follow up on those missed calls in time.

In an effort to cater one complete solution for all the stated challenges, Trustline got themselves a virtual number accompanied by add-on essentials like IVR system, and access to analyzed call reports for timely follow-ups.

With the deployment of MyOperator, Trustline managed to achieve –

• 60% higher retention by saving missed calls from customers.
• 51% lesser churns with upgraded customer communication.
• 41% more deal closures over calls.

Read more about MyOperator and Trust Line Collaboration HERE

Educational Institution Admissions

An educational institution manages admission inquiries using an Omnichannel Cloud Contact Center. Students interact through email, chat, or phone. 

If a student sends an email with admission questions and then prefers discussing scholarships through a call, the agent can adapt the conversation fluidly while referencing the email thread.

How MyOperator Helped Sunderdeep Group of Institutions Boost Admissions Through Multi-level IVR

For each of their departments, Sunderdeep Group of Institutions received a virtual helpline number and a multi-level IVR solution from MyOperator, enabling them to build up multiple departments in their IVR call flow for their numerous courses. 

The MyOperator platform routes calls to the relevant department and point of contact for each of their courses.

MyOperator’s integration helped Sunderdeep Group of Institutions in –

• Boosting the call pick-up ratio and declined call drops.
• Collate the inquiry data and forward it to the counselors.
• Sunderdeep Group was able to seamlessly integrate their ERP with the call management system through the MyOperator proprietary open API framework.

Read more about MyOperator’s IVR solution and how it positively changed Sunderdeep Group Admissions HERE

Future of Omnichannel Contact Center: Trends & Predictions

The future of omnichannel contact center solutions is poised to reshape customer interactions and redefine customer service standards. 

According to industry reports and predictions, the following trends and statistics highlight the trajectory of omnichannel contact centers:

Rapid Adoption

The adoption of omnichannel strategies is on the rise. In a study by Aberdeen Group, companies with strong omnichannel engagement strategies retain on average 89% of their customers, compared to 33% for companies with weak omnichannel strategies.

Preference for Digital Channels

Amidst the wave of digital transformation, customers are increasingly preferring digital communication channels. Research by Zendesk indicates that 46% of customers prefer to use email for customer service inquiries, while 42% prefer using chat.

Mobile Dominance

With mobile device usage soaring, the omnichannel approach must cater to mobile preferences. 

According to GSMA Intelligence, there were over 5.28 billion unique mobile subscribers worldwide in 2021, with this number expected to increase to 5.93 billion by 2025.

Unified Customer Journeys

Businesses are striving to create unified customer journeys across channels. A report by Aspect Software states that 51% of consumers believe that businesses should be available 24/7 across multiple channels.

AI and Automation Integration

Artificial intelligence and automation are becoming integral to omnichannel strategies. A study by PwC reveals that 32% of customers believe AI will play a significant role in their future interactions with companies.

Real-time Personalization

Personalized experiences remain a priority. Epsilon’s research indicates that 80% of customers are more likely to do business with a company if it offers personalized experiences.

Data-driven Insights

Data analytics will shape strategies. Deloitte predicts that contact centers will increasingly leverage data analytics to understand customer preferences and needs, enabling better-targeted interactions.

Voice and Visual Assistants

Voice assistants like Amazon Alexa and Google Assistant, as well as visual assistants, are being integrated into omnichannel strategies. Juniper Research predicts that there will be 8 billion voice assistants in use by 2023.

Augmented Reality (AR)

AR is gaining traction for visual assistance. Gartner forecasts that 100 million consumers will shop using AR online and in-store by 2020.

Hyper-personalization

Hyper-personalization using AI will be a hallmark. IDC predicts that by 2022, companies that have effectively mastered hyper-personalization will outsell companies that haven’t by 20%.

These trends and statistics reflect a future where omnichannel contact center solutions will not only meet evolving customer expectations but also lead the charge in delivering exceptional, tailored, and seamless experiences across various communication channels. 

As businesses continue to invest in technology and strategies to enhance customer interactions, the future of omnichannel contact centers is undeniably promising.

Conclusion

With a symphony of communication channels harmoniously integrated, the omnichannel approach seamlessly adapts to the diverse preferences of today’s consumers.

This approach transcends mere interaction, elevating the art of engagement to a level where context is preserved, transitions are fluid, and personalization reigns supreme.

As evidenced by a plethora of statistics and projections, the future of customer interactions is intrinsically tied to the omnichannel experience.

Rapid digital adoption, mobile dominance, AI’s ascent in customer engagement, and the demand for personalized journeys underscore the significance of an Omnichannel Cloud Contact Center solution in catering to modern consumer expectations.

In this landscape, the role of MyOperator’s Cloud Contact Center software shines prominently. By empowering businesses across sectors with its dynamic and adaptable platform, MyOperator reimagines customer service.

From e-commerce to healthcare, education to finance, the benefits of the MyOperator virtual contact center services solution are unequivocal. It streamlines operations, enhances personalization, boosts customer satisfaction, and paves the way for data-driven decision-making.

In a world where customer loyalty hinges on experiences, MyOperator’s Omnichannel Cloud Contact Center service empowers businesses to orchestrate the symphony of engagement.

Through seamless channel transitions, proactive assistance, and context preservation, it doesn’t just resolve queries; it crafts personalized narratives that resonate with each customer, forging lasting connections.

 As industries evolve, the significance of MyOperator’s solution as a catalyst for enhanced customer experiences remains unshakable, propelling businesses toward a future of boundless possibilities.