In our last video blog, we took a quick look at the differences between omnichannel and multichannel. Today, we wanted to provide a brief overview of the current state of omnichannel in the contact center.
Without a doubt, omnichannel's popularity is growing. One report found that three-fourths of businesses aim to have omnichannel contact centers up and running in the near future. Customers are increasingly coming to expect this level of capability, and firms that cannot keep pace will fall behind their more effective rivals.
At the same time, though, omnichannel contact centers are by no means commonplace as of yet. A separate report found that consumers are far from satisfied with the omnichannel experiences they've come across thus far. Effective omnichannel contact center capabilities are on the horizon, but they haven't arrived yet.
Check back soon for part three in our omnichannel series!