omnichannel cloud contact center benefits
  • admin
  • Last Updated: 09 Jun 22
  • 9 min read

What is an Omnichannel Cloud Contact Center & what are its benefits?

  • admin
  • Last Updated: 09 Jun 22
  • 9 min read

Customers are always looking for a fluent customer service experience. Wherever a customer contacts a cloud contact center, they want a seamless connection across all communication channels.

In the absence of a seamless connection, your customers have to explain the same thing repeatedly to every agent in every channel for support.

To eradicate such inconveniences, businesses can adopt an omnichannel approach. An omnichannel cloud contact center is the pinnacle of seamlessly interconnecting all channels like phone calls, SMS, or real-time chats in a single system.

Providing a proper customer experience is a necessary step to building a successful business. Fortunately, an omnichannel cloud contact center ensures businesses will efficiently climb that step.

Let’s go straight into this article to briefly learn more about it.

What is Omnichannel?

Before learning about the omnichannel cloud contact center, you should make yourself familiar with the basic concept of Omnichannel.

Omnichannel is a business strategy to create a seamless customer journey across multiple channels from start to end. There are various channels like social media, websites, phone calls, stores, and more.

Each channel relies on other channels to provide a seamless customer experience.

When a customer contacts a business from a channel, the information given by him/her is circulated to all channels in the company.

If the customer contacts the same business again from another channel, then his/her information is already available in that channel. This way, the customer doesn’t have to repeat the same thing again to another agent.

Are omnichannel and multichannel the same thing?

Remember, don’t be confused between omnichannel and multichannel. There is a big difference between them. Omnichannel is superior to multichannel, which shares customer information across multiple channels for a seamless customer experience.

Whereas in multichannel, every single channel works independently, parallel to each other, and doesn’t share customer information with each other.

What is an Omnichannel cloud contact center?

An omnichannel cloud contact center manages all the business communications of a company in an interconnected network of channels.

It is a customer service operation that handles contacts of each and every customer with the help of multiple communication channels such as phone calls, SMS, live chats, emails, and more.

The main objective of an omnichannel cloud contact center is to seamlessly switch from one channel to another without breaking the flow of interaction between customer and company.

It utilizes the cloud-based contact center software to organize customers interactions across multiple communication channels.

It uses various cloud telephony solutions like customer relationship management (CRM), sales automation tools, Analytics, etc., to handle customer information necessary for a seamless customer experience.

Also, features such as call recording, call monitoring, sales dialer, Interactive Voice Response (IVR), and more improve the quality of customer service experience.

How does a cloud contact center provide an omnichannel customer experience?

A typical cloud contact center contains the following communication channels:

  1. Phone calls
  2. Video conferencing
  3. SMS
  4. Real-time chat
  5. Mobile apps
  6. Social Media
  7. Emails
  8. FAQs or knowledge bases

The role of omnichannel in the cloud contact center is to seamlessly switch across multiple channels in such a way that customers don’t have to provide the same information over and again.

Customers having to repeat themselves is a big turn-off, and the business can potentially lose a lead. Agents can simply get customers’ information recorded in other channels to easily communicate with them and give good customer service.

Let’s have a look at a simple example of how to provide an omnichannel customer experience.

Imagine a scenario,

While scrolling your Instagram feed, you find an advertisement selling a shirt that you want to buy. The ad has a link which after clicking, takes you to their official website.

From the landing page on the website, you can learn more about the product and see customer reviews after signing up.

You want to order the shirt but with a discount. So, you click the click-to-call widget on the website to talk with an agent if any discount is available.

The agent at the cloud contact center tells you that there is a discount code available and has sent the code to your email that you used to sign up on the website. If you redeem that code during your purchase, you’ll get a discount on the shirt.

As you can clearly see, you as a customer switched across multiple channels. Starting from a social media ad, then a phone call via click-to-call widget, and finally an email.

Each channel was smoothly connected with each other to give you a seamless customer experience in one go without having the customer repeat again and again.

Top 6 benefits of omnichannel cloud contact center

Omnichannel cloud contact center brings all sorts of growth to a business. It uplifts the entire sales process strategized by the marketing team of a company. Ultimately, it helps a business with the following 6 benefits:

1. Map the customer journey

Mapping a customer journey gives a visual representation of the interaction of customers with your brand. It provides you with the customer’s perspective of your brand. This is necessary to improve the quality of customer service.

Omnichannel cloud contact centers allow a business to keep all the data of the customer’s journey in one place. It records everything from the start to the end.

You will know from where the customer came in contact with your business, their queries, the duration of the customer service, and their purchase or cancellation.

2. Utilize social media

Many businesses struggle to effectively utilize social media. An omnichannel contact center can vastly boost your social media engagement.

You can trace every customer journey and identify where they have previously contacted you by integrating your social media networks.

Many businesses are now adopting live chat services like Facebook Messenger, Instagram Live, or Twitter to communicate with customers faster than ever before.

Linking your phone and SMS communication with social media just delivers a better seamless experience all around.

3. Maintain a seamless connection

We have already talked about the omnichannel cloud call center as a medium to get a seamless customer experience. It creates an ideal environment where all the channels have a connection to one another through a single platform.

A customer can switch between different channels while interacting with your business. With omnichannel, you can keep track of the conversation with that customer without having to repeat anything.

This saves time and creates the impression to customers that they are conversing with a highly efficient company, which will boost your credibility.

4. Effective routing

There can be different departments in cloud call centers, such as the sales team, technical support team, marketing team, and more.

Omnichannel call centers must follow a structured approach that allows for swift and efficient routing anytime a customer needs to be transferred across departments.

Customers, potential leads, or existing ones, are subject to this principle of routing for any channel. For example, if a caller is listed as a prospect in your business database, then your automated routing system can route her to the proper department.

5. Strong integrations

CRMs and telephony software are examples of digital tools that can be used in omnichannel contact centers. Furthermore, the only way to ensure that your agents have efficient operations is to integrate these platforms and share information.

This is why dependable omnichannel cloud call centers only use platforms that are compatible with other digital tools.

Strong integrations allow agents to switch between channels without losing any information. Also, it helps in monitoring all the information of customers to give the best experience.

6. Lead conversions

No customer likes to keep on repeating themselves while interacting with a business. It will place a bad impression on customers and likely move to other businesses. You will lose not only a customer but also your company’s reputation.

That’s why you have to keep in mind that customers are always in a hurry and want to get an efficient service in less time.

With an omnichannel cloud contact center, you will completely avoid such issues. Whichever channel the customer comes in touch with your business, you will never lose track of the customer’s information.

This way, customers become more interested in dealing with you because of your quick responses. At the same time, it will help you better understand what they want.

So you will end up increasing the chances of converting your potential leads into customers and closing deals.

To wrap up

The omnichannel cloud contact center is the key to growing your business. There are a lot of competitions in the market. With the help of omnichannel, you can overcome your competitors by offering a seamless customer experience.

The more you can satisfy your customer with your services, the more they will keep coming back to get your products. Choose a reliable cloud contact center to give your business a boost with their omnichannel approach.

Experience KrispCall’s Contact Center Software

KrispCall is a leading cloud telephony system that is offering the omnichannel solution through their contact center software.

KrispCall has VoIP phone calls, SMS, voicemail, and more communication channels working in tandem with each other. You can easily switch channels in KrispCall’s unified callbox to provide a seamless customer experience all in one window.

Even with sophisticated features like CRM integration, and sales automation tools included, KrispCall is very affordable when it comes to pricing. Subscription packages fit businesses of all types and sizes without costing them a fortune.

If you are a new user, you can enjoy krispCall for free by taking its Schedule Free KrispCall demo now and exploring the traits of an omnichannel cloud contact center.


Head of Content @ KrispCall (or, in plain English, I'm the guy responsible for ensuring that every blog post we publish is EPIC).

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