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Multichannel Contact & Call Center Solutions

Multichannel contact centers give customers flexibility to choose their method of contact and require your organization to provide a great customer experience across channels. With the right tools, you can prepare your business to meet these evolving demands.
Meet customers with quality interactions where and how they want

More and more of today’s customers are relying on digital communications, like email, text messaging, Web chat and social media, in order to interact with your business. Multichannel contact centers give customers the flexibility to choose the method of contact that makes the most sense for them at any given time, and requires your organization to provide the same prompt, informed customer experience across all channels. With the right tools, you can make sure your business is prepared to meet these evolving demands. 

Top Benefits of Multichannel Contact Center Solutions

Flexible Customer Experience

Empower customers to interact with your contact center in the medium of their choice—voice, email, SMS, fax, social media, web chat, or multimedia self-service. Give your customers the flexibility to choose the medium that makes the most sense for them so they can make more intelligent, informed  decisions and enjoy a superior experience.

Management Insight and Resource Planning

Get a real-time view of all customer activity from a variety of monitors and dashboards, drill down further into performance with historical charts and reports for multimedia customer activity, and replay historical multi-channel experiences in simulated real time. Forecast your resource requirements to build intelligent work schedules that can meet demand.

Seamless Agent Experience 

Give agents a single interface to handle interactions across all channels, with all the relevant customer information and necessary tools directly at their fingertips to ensure accurate and efficient responses.

Simplified IT Management

Simplify operations with a single point of configuration and administration for all forms of customer engagement. Quickly and easily create highly flexible, integrated routing workflows for all media, including auto-responses for multichannel self-service capabilities, using a familiar drag-and-drop interface.

Fast Facts About Multichannel Customer Engagement

Relationships Are Going Digital

By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human, according to Gartner.

It's a Multichannel World

25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Ovum).

Beyond the Call

According to Synthetix, 90% of consumers will always check a website before emailing or calling a company—and 63% said they were more likely to return to a website that offers live chat (Forrester).

Commit to Customers - They'll Commit to You

79% of customers will commit to a deeper product or service relationship with a brand after a satisfying experience. The time to improve your digital customer experience is now.

Featured Products and Solutions for Multichannel Contact Center

MiContact Center Solidus
MiContact Center Solidus is a rich suite of seamlessly integrated Unified Communications and Collaboration (UCC) and contact center applications for intelligent interaction in the enterprise.

MiContact Center Workgroup Edition, designed for the MiVoice Business platform, helps informal contact centers deliver excellent customer service.

MiContact Center Enterprise Edition, designed for the MiVoice Business platform, is ideal for sophisticated contact centers of all sizes.

MiContact Center with Skype for Business (formerly Lync)
The only true end-to-end multi-media contact center today that utilizes both Microsoft back-office and desktop solutions.

MiContact Center Business
Enterprise-grade, omnichannel customer experience management platform designed to power customer-centric organizations.

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