Contact Center Multichannel – Omnichannel vs. Multichannel?

What Is Multichannel Contact Center

 The word ‘Multichannel’ means many channels, and multichannel contact centers are those centers that form contact with their customers on many or different platforms. The connections formed via centers include mediums such as emails, social media, and web chats. In turn, the customer can also contact these centers, and the overall experience is also good.

 Some agents connect with the customers, and these agents have no idea about any previous interactions made to these customers from any other channel. 

Contact Center Multicanal or Contact Center Multichannel represents a system that companies use to connect with customers via multiple channels such as web chat, phone, email, social media, etc. Customers can also contact these centers. All data need to be well organized in a Multichannel center system.

What is Omnichannel Contact Center?

 The word ‘Omnichannel’ means all channels. Like multichannel, omnichannel don’t use all forms of services available to develop contact with the customer. The omnichannel contact center focuses more on a smooth experience that the customer can gain. A fine example to understand this is that a customer who uses a company’s website asks some questions through the chat option. A week later, the customer selects the click-to-call option to make a conversation with an agent. When the agent calls back the customer, the agent can view the previous chats and the product in which he/she is interested. This feature helps a company to have a better customer experience.  

 The omnichannel system is also advantageous for a company as it helps them continue communication with the customers from where they left. The level of continuity and comfort provided sets omnichannel communication apart from multichannel communication. 


Which Is Better: Omnichannel or Multichannel?

 There are two aspects to this question that should be kept in mind before answering: Customer Experience and Company’s Side.

1)   The Customer’s Side – If going from the customer’s aspect, the omnichannel method can be considered best. The omnichannel communication system provides a better and efficient communication platform. The system keeps the record of each conversation, and it includes each point, such as where the talks ended when the customer last visited the company’s site. This system helps in resolving the issues quickly, and this makes a better customer experience. 

2)   The Company’s Side – Keeping an omnichannel system is always beneficial and preferred for any company. The best customer experience is a top policy for any company. A better planned and well-stated omnichannel could lead a company with better results. A study has found that the most substantial companies that had omnichannel retained or maintained 89% of their companies. For any better results, the channel used is also influenced by the size of that company. 

If the company is large, the data need to be more organized, and it can be a little costly. Whereas when it comes to small companies, these costs can be the difference between failure and success. The reality is always hitting that any company or firm needs a healthy plan for the future. Better planning and futuristic ideas can still lead a company to better results and workings.

Daniel Smith

Daniel Smith

Daniel Smith is an experienced economist and financial analyst from Utah. He has been in finance for nearly two decades, having worked as a senior analyst for Wells Fargo Bank for 19 years. After leaving Wells Fargo Bank in 2014, Daniel began a career as a finance consultant, advising companies and individuals on economic policy, labor relations, and financial management. At, Daniel writes about personal finance topics, value estimation, budgeting strategies, retirement planning, and portfolio diversification. Read more on Daniel Smith's biography page. Contact Daniel:

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