You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?
A recent report by ContactBabel not only explains the difference, including pros and cons, but it also shows detailed research by contact center size and industry, giving you a peak at which verticals are embracing digital transformation and which are struggling to use CX as a competitive edge.
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Here is some information from the ContactBabel report indicating how you can determine whether you are multimodal, multichannel, or omnichannel.
Multichannel: "We offer a choice of channels to customers (i.e., voice, email, social media, web chat, etc.), and they can use one channel in a single interaction. If they change channels, the context and history is lost."
Multimodal: "We offer a choice of channels, and customers can use more than one in the same interaction (e.g., an agent can send an email or SMS to a customer while talking on the phone)."
Omnichannel: "We offer a choice of channels, and customers can use more than one over multiple interactions, while retaining the history and context of the original inquiry. Relevant information follows the customer across channels and interactions."
Key findings from the report show that small companies are most likely to be omnichannel. This makes sense when you think about how it may be easier for a smaller center to go through a digital transformation using a cloud vendor. Some reasons why include fewer agents, the desire to develop customer relationships, less money to spend on capital expenditures, new contact centers with no prior legacy software to bring up to date, and the need to provide the same level of CX as larger companies.
Another key finding is that Technology, Media and Telecommunications (TMT), Outsourcing, and Finance were the top industries adopting omnichannel technology. You’ve probably heard about some great Fintech companies that are using digital to disrupt their industry and win over loyal customers with exceptional and user-friendly customer experience over mobile.
The lagging industries for adopting omnichannel were Insurance, and Travel and Hospitality. Although they are lagging, they may be the industries most in need of omnichannel communications, allowing customers to interact while traveling and on the go from their mobile devices. See how we recently partnered with a global unicorn travel agency to help them bring omnichannel customer service to their customers while on the go.
Now that you know the difference between multichannel, multimodal, and omnichannel, brush up on these other topics of interest, which are also included in the ContactBabel Report:
The best channels based on the type of inquiry
How to get from multichannel to omnichannel
Top barriers to omnichannel
Approaching the omnichannel challenge
Anticipated changes in channels over the next 12 months
Inbound interactions by channel
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Wednesday, April 10, 2019
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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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