Major Communication Channels Available in Omnichannel Call Center Solution


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Major Communication Channels Available in Omnichannel Call Center Solution


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Multiple types of call center solutions are used by different businesses and call centers all across the globe. This software empowers major operations in a business. Some of them are listed below:

·         Brand awareness

·         Lead generation

·         Lead conversion

·         Post-sales support

·         Customer care and support

Multiple levels of business and all stages of the customer sales cycle get empowered by a call center solution. Therefore, it is necessary to use the most advanced one, which is an omnichannel call center solution. This advanced software lets you provide preferred modes of communication to your customers and prospects.

In this article, you will learn about all communication channels available in the omnichannel call center solution, also known as a contact center solution.

1. Voice Calls

It is traditional and still majorly in use communication channels in any company. Still, people rely on audio calls for major types of communication. Therefore, it is offered in the omnichannel call center software.

2. WhatsApp

With the changing trends of communication, on the go communication is used majorly by people. WhatsApp is one of the most popular communication tools, aka messenger. Therefore, call center WhatsApp integration to provide all features of WhatsApp Web within call center software becomes necessary.

3. Live chat

Another popular messaging tool is the live chat widget on the website. To get quick answers to aid a purchase decision or to get a resolution of any issue, people often use the live chat option available on the website. Therefore, it is one of the communication channels offered in the software.

4. Video call

Many industries use video calling to have more effective customer care or sales call. Therefore, this communication channel has also become inevitable. For example, some banks use video calls for remote KYC (Know Your Customer) processing.

5. Screen share

There are many businesses, in which, support engineer or sales representative needs to showcase the demo of the product, installation, etc. Therefore, screen sharing has become one of the vital communication channels needed by many businesses. Thus, it is also one of the available communication channels.

6. Social media

Nowadays, angry customers often use social media platforms to share their concerns and ask for a resolution of the same. Facebook and Twitter are one of the most commonly used social networking sites by users to ask resolution for their issues or any other queries related to discount, sales, etc. Therefore, an omnichannel call center solution also offers multiple social media channels within the call center dialer. Agents can respond to comments, tweets, etc. from the call center software itself.

7. SMS

It is one of the traditional communication channels, but still in use for two-way verification, security, and other purposes. Thus, two-way text messaging is also offered in the contact center solution.

8. Email

There are many industry verticals, in which, email communication is really important. Therefore, two-way emailing as well as templates to speed up communication are made available in the stated software.

9. Fax

All businesses do not use faxing for communication, but it is still in use in multiple industries such as Fintech. Therefore, faxing via software is provided by the omnichannel call center software. However, as it is not widely used communication mode, it is often available on-demand at an additional cost.

Author Bio

Author works in a company offering hosted call center solution, omnichannel call center software, VICIDial vTiger integration, turnkey contact center solution, etc.


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