Multichannel Contact Center

A Multichannel Contact Center (MCC) allows businesses to interact with customers through various channels like phone calls, emails, live chat, and social media. It improves customer experience, enhances efficiency, and increases customer retention rates. MCCs need careful planning, selecting the right technology, and providing staff training. Challenges include managing multiple channels, ensuring consistent messaging, and analyzing customer data.

Multichannel contact centers are crucial for businesses to provide exceptional customer service and gain a competitive edge. By offering multiple communication channels, businesses can improve their customer experience. They also increase efficiency and boost customer retention rates.

The downside of MCCs is that the channels operate independently from one another. This approach often results in fragmented customer experiences, as information doesn't flow seamlessly from one channel to another. On the other hand, an omnichannel contact center integrates and synchronizes all communication channels to provide a cohesive and consistent customer experience. With omnichannel, the various platforms are interconnected, allowing agents to access a customer’s interaction history irrespective of the channel used.

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What is Multichannel Contact Center?

A multichannel contact center is a customer service solution designed to facilitate communication between a business and its customers through various channels. These channels may include telephone, email, chat, social media platforms, and more.

The multichannel approach allows businesses to engage with their customer base through different mediums, catering to the preferences and conveniences of both the organization and the customer. For example, while some customers might prefer quick answers through social media or chat, others might opt for more detailed responses via email or the familiarity of voice support over the phone.

However, in a multichannel contact center, each communication channel typically operates in isolation from the others. This means that the information and customer data collected on one channel is not automatically shared or integrated with the others, potentially leading to fragmented and disjointed customer service experiences. For instance, a customer might initiate contact via social media and then switch to a phone call. The agent on the call may not have access to the prior social media interaction. This leads to a lack of continuity and possible frustration for the customer.

While a multichannel contact center is effective in providing multiple avenues for customer contact, its disjointed nature can be a drawback, making it challenging to provide consistent and efficient service across all channels. Organizations utilizing a multichannel approach must invest in training and systems that help agents manage and navigate through the different channels smoothly, ensuring that customers receive timely and accurate assistance, irrespective of the channel they choose.

What is multichannel CRM?

Multichannel CRM, also known as multichannel customer relationship management, is a vital component of a successful contact center. It refers to the use of multiple communication channels to manage and maintain customer relationships. By integrating various channels such as phone calls, emails, social media, and live chat into a centralized CRM system, businesses can effectively track and analyze customer interactions across different touchpoints.

With multichannel CRM, businesses can capture customer data and interactions in real time, allowing them to gain a comprehensive understanding of each customer's preferences, needs, and history. This wealth of information enables contact center agents to deliver personalized experiences and tailored solutions, regardless of the channel the customer chooses to engage with.

One of the key advantages of multichannel CRM is its ability to improve customer satisfaction and loyalty. By offering customers the flexibility to choose their preferred communication channel, businesses can meet customers where they are and deliver a seamless and consistent experience. For example, a customer may start a conversation through live chat and later follow up with an email. With multichannel CRM, agents can access the entire conversation history and provide a personalized response, eliminating the need for customers to repeat information or start from scratch.

Furthermore, multichannel CRM allows businesses to optimize their resources and streamline their operations. By efficiently managing multiple channels within a single system, businesses can allocate resources effectively, assign tasks to the appropriate team members, and ensure timely responses. This not only improves productivity but also enhances the overall efficiency of the contact center.

What is the Difference Between Multichannel and Omnichannel Contact Centers?

CCaaS Meaning

Two commonly used terms in the realm of customer contact centers are "multi-channel" and "omnichannel." While both involve multiple communication channels, there are significant differences between the two.

A multi-channel contact center refers to a customer service approach where businesses interact with customers through various channels. Examples include phone calls, emails, social media, and live chat. Each channel is managed separately, with different teams or departments handling specific channels. For example, one team may handle phone inquiries, while another team manages email responses.

On the other hand, an omnichannel contact center integrates all communication channels. It allows customers to switch between channels without any disruption. With an omnichannel approach, businesses can gather and share customer information across channels, ensuring a holistic view of each customer's interactions and preferences. This enables agents to offer personalized and context-rich support, regardless of the channel the customer chooses to engage with.

Most modern Enterprise Contact Center Solutions offer omnichannel support.

Multichannel vs. Omnichannel Contact Center

Key Features of a Multichannel  Contact Center

In this section, we delve into the crucial features that define multichannel contact centers:

  • Agent Multichannel Dashboard
  • Multichannel Routing and Interactive Voice Response (IVR)
  • Call Queue Management
  • Automated Dialing System
  • Comprehensive Analytics and Monitoring
  • Integration with External Applications

Agent Multichannel Dashboard

Multichannel contact centers provide agents with a unified dashboard, facilitating access to various communication channels, call histories, voicemails, collaborative tools, and performance reports. Typically, the dashboard’s left-hand menu categorizes all available features, ensuring easy navigation. Agents receive instant notifications for new activities across channels, helping them stay on top of their responsibilities. Accessing different messaging channels, such as SMS, webchat, email, or internal team chat, is straightforward, allowing agents to efficiently manage and respond to customer interactions.

The dashboard also provides immediate access to a wealth of support-related tools during live calls or messaging sessions. This includes viewing the customer’s multichannel journey history, accessing contact information, order details, and the option to switch communication channels. Advanced systems even offer AI-powered tools, such as predefined responses and relevant articles from the knowledge base.

Multichannel Routing and IVR

Sophisticated contact center software incorporates automatic call distribution (ACD) technology, ensuring that customer inquiries, regardless of the channel they come from, are directed to the most appropriate agent. Implementing a self-service IVR system allows customers to navigate to announcements, queues, or directly to an agent using their phone’s keypad or voice commands. Text-based chatbots provide similar functionality. Skills-based routing ensures that calls are automatically directed to agents based on their expertise and availability.

Call Queue Management

This feature enables the grouping of agents into specific queues, creating an organized waiting list for callers based on their time of call. Agents and supervisors can monitor queue statuses directly from their dashboard, gaining insights into the number of waiting customers, their wait times, and estimated time to service. Advanced systems may offer features like one-click or automated callbacks, allowing customers the option to hang up and receive a return call when an agent becomes available.

Automated Dialing System

Automated dialing systems enhance the efficiency of outbound calling campaigns by automatically dialing numbers from a predefined contact list. The system predicts when an agent will be available next and proceeds to dial numbers accordingly, identifying whether the call is answered by a human, voicemail, or results in a busy signal. Live agents are only connected to calls answered by humans, while voicemails can be addressed with pre-recorded messages, saving valuable agent time.

Comprehensive Analytics and Monitoring

Multichannel Contact center platforms equip supervisors and administrators with robust monitoring tools, alongside live and historical analytics. Supervisors can oversee multiple agents and queues simultaneously, with a comprehensive view of ongoing calls, agent availability, and queue statuses. They have the option to listen in on calls, provide private guidance to agents, or take over calls if necessary. Analytics tools provide valuable insights through real-time and historical reports, covering various aspects of call center performance, channel usage, and agent productivity.

Integration with External Applications

Modern multichannel contact centers offer extensive integration capabilities with a variety of popular applications, including CRM platforms, unified communications as a service (UCaaS) solutions, and databases. These integrations enhance the functionality of the contact center, enabling agents to access customer profiles, manage customer orders, and receive task updates directly within the contact center interface.

Benefits of Multichannel Contact Centers

Multichannel contact centers offer several benefits that can enhance a business's customer engagement and success.

These benefits include:

Improved customer experience

By offering multiple communication channels, you can provide a seamless and personalized experience.

Increased efficiency and productivity

Multichannel contact centers streamline communication processes. Agents can manage and track customer interactions from a single interface.

Higher customer retention rates

Companies that deploy a multichannel contact center realize significant improvements in customer retention rates. It also helps reduce abandon rates for sales inquiries. For example, OceanX utilizes its contact center to manage sales and service for its direct response marketing business. With a goal to enhance visibility and exert greater control over the performance of their outsourcing partners, OceanX implemented a multichannel contact center solution. This strategic move empowered them with real-time visibility and enhanced performance metrics. This delivered more effective management and control of their operations. As a result, OceanX saw a 50% decrease in abandons and a 10% increase in conversions. And a $1M in annual talk-time savings driven by vendor comparison analytics.

Enhanced data management and analytics

Multichannel contact centers leverage advanced analytics tools to capture and analyze customer data. This wealth of data provides businesses with valuable insights into customer behavior, preferences, and pain points. By understanding customer needs and preferences, you can personalize interactions, anticipate needs, and provide proactive support. This data-driven approach not only improves the customer experience but also helps with informed decisions and identifies areas for improvement.

Challenges and Solutions

While multichannel contact centers offer many benefits, they also come with their fair share of challenges. It's important to address these challenges upfront.

Here are common challenges faced by multichannel contact centers and their corresponding solutions:

Channel Consistency

Managing multiple communication channels can make it difficult to maintain a consistent experience across all platforms. Customers expect the same level of service regardless of the channel they choose to interact with. To overcome this challenge, make sure that you establish standardized processes and guidelines for agents to follow. This includes providing them with scripts, templates, and training.

Integration Complexity

Integrating various technology solutions and systems can be complex and time-consuming. It requires seamless integration between the contact center platform, CRM system, ticketing system, and other relevant systems. Make sure to select a multichannel contact center platform that offers robust integration capabilities.

Agent Training

Make sure that your agents are proficient in handling phone calls, emails, live chat, social media, and other channels. Providing comprehensive training to agents is crucial to ensure they are equipped with the necessary knowledge and skills. I've also found that that investing in ongoing training is critical to success.

Data Management and Security

With multiple communication channels comes a vast amount of customer data. Managing and securing this data can be a challenge for contact centers. Implement robust data management practices and ensure compliance with data protection regulations. This includes implementing encryption, access controls, and regular data backups. It's also important to educate agents about data privacy and security protocols to prevent any mishandling of customer information.

Customer Expectations

Customers today have high expectations when it comes to customer service. They expect quick response times, personalized interactions, and seamless transitions between channels. Meeting these expectations can be challenging. To address this challenge, you should leverage advanced analytics tools to gain insights into customer behavior and preferences. This will help personalize interactions and anticipate customer needs.

Case Study and Success Story


Let's take a look at the success story of a company that implemented a multichannel contact center. As a result, experienced significant improvements in their customer service and business operations.

Rakuten, a leading e-commerce retailer, decided to invest in a multichannel contact center to enhance its customer support capabilities. Also, to improve customer satisfaction. Before implementing the contact center solution, Rakuten relied on a traditional call center model. This often led to long wait times and limited customer engagement options.

They selected a robust multichannel contact center platform that offered seamless integration with its existing CRM system. The platform also provided a wide range of communication channels, including phone, email, live chat, and social media. The platform's analytics capabilities helped gain valuable insights into customer behavior and preferences.

After implementing the multichannel contact center, Rakuten saw immediate improvements in its customer service operations. The integration of their CRM system with the contact center platform allowed agents to access customer information in real time. This enabled them to provide personalized interactions and resolve customer issues more efficiently. As a result of implementing the multichannel contact center solution, Rakuten experienced a 26% increase in customer satisfaction scores. Customers praised the prompt and personalized support they received. This led to a 16% increase in customer retention.


Implementing a multichannel contact center can significantly benefit businesses by offering multiple communication channels and integrated technology solutions to enhance customer service. However, businesses must address challenges such as maintaining channel consistency, integrating complex systems, and managing customer data. To overcome these challenges, businesses should establish standardized processes, select a platform with robust integration capabilities, provide comprehensive agent training, and implement robust data management practices. By leveraging advanced analytics tools, businesses can meet customer expectations and personalize interactions.

Compare the Top 6 Multichannel Contact Center Providers

See a side-by-side comparison of features and pricing