Virtual Phone Systems Reviews

  • Reviews
    • Coupons
    • Free Trials
  • Business VoIP
    • Business VoIP Comparison
    • Business VoIP Service Providers
  • Contact Center
    • Reviews
    • Coupons
    • Free Trials
    • FAQ
  • Comparison
  • Articles
    • FAQ
  • More
    • Online Accounting Software
    • Online Fax Services
    • Web Conferencing Software
    • More Reviews
Best Reviews > Virtual Phone Systems Reviews > Best Contact Center Software Reviews > Contact Center Software FAQ > What’s the Difference Between Multichannel and Omnichannel Contact Centers?

What’s the Difference Between Multichannel and Omnichannel Contact Centers?

Since multichannel and omnichannel contact centers both mean answering customer requests through various communication channels, it's natural to mistake them for the same thing. Although some people may use these concepts interchangeably, they’re actually quite different.

What Are Multichannel Contact Centers?

The word ‘multi' means ‘multiple’, so multichannel contact centers provide the means for agents to interact with customers through various mediums, such as phone, social media, web chat, and email. But, unlike omnichannel contact centers, these aren't connected in one software and are managed separately by using distinct platforms. This means that an agent answering a customer through web chat can’t see previous support interactions via phone or social media.

What Are Omnichannel Contact Centers?

On the other hand, the literal translation of ‘omni' is ‘all'. Though this doesn’t necessarily imply you’re managing all communication channels available, it means that omnichannel contact centers keep all your channels in one place. This offers a more seamless customer experience, as support agents can see a client's full history even if they contact through different mediums.

Multichannel vs Omnichannel Contact Centers

It's possible to transform a multichannel contact center into an omnichannel one by using a CRM platform that ties everything together. However, this is far from perfect as not only will agents need training for each software, but overall it’s a more expensive solution and one that’s more prone to human error as well. Meanwhile, omnichannel contact center software already comes with everything necessary to provide a more affordable, seamless, and straightforward customer support experience.

More FAQs

  • Cloud-Based vs On-Premise Contact Centers: What’s Best?
  • How Does Contact Center Software Work?
  • How Much Does Contact Center Software Cost?
  • What Is Contact Center Software?
  • What Is the Difference Between CRM and Contact Center Software?
  • What’s the Difference Between Multichannel and Omnichannel Contact Centers?
Tab title

Best VoIP Services

# 1RingCentral Reviews
# 2Nextiva Reviews
# 3Grasshopper Reviews

Guides

  • Business VoIP
    • VoIP for Small Businesses
    • VoIP for Enterprises
  • Residential VoIP
  • FAQ
  • Virtual Phone Systems Comparison
  • VoIP Service Providers

Recent Articles

  • Best Practices for Handling Angry Customers
  • GoTo Connect Free Trial
  • GoTo Connect Coupons
  • GoTo Connect Reviews
  • 8×8 Reviews

VoIP Quote Request

Request and compare VoIP quotes from the best VoIP providers.

Recent Articles

  • Best Practices for Handling Angry Customers
  • GoTo Connect Free Trial
  • GoTo Connect Coupons
  • GoTo Connect Reviews
  • 8×8 Reviews

More Info

  • Best VoIP Desk Phones
  • Best VoIP Handsets
  • Best VoIP Headsets
  • Best VoIP Phone Adapters
  • Best Speakerphones for VoIP

Best Reviews

Best Reviews may receive compensation for its content through paid collaborations and/or affiliate links. Learn more about how we sustain our work and review products.

Best Reviews © 2022 · Privacy Policy · Terms of Use · Contact Us