Perbedaan dari Multichannel Contact Center dan Omnichannel Contact Center

Opsi pada bisnis semakin menambahkan seperti multichannel ke pusat kontak mereka, termasuk obrolan web, SMS, dan media sosial. Tetapi banyak saluran tidak sama dengan pengalaman omnichannel. Dan pada kenyataannya, sebagian besar pusat kontak belum ada di sana.

Perbedaan antara multichannel contact center dan omnichannel ialah pada integrasinya. Saat bisnis menambahkan saluran, contact center sering menetapkan agen secara eksklusif ke satu saluran panggilan telepon atau saluran digital seperti email, teks, dan pesan media sosial. Kemudian dapat meminta mereka untuk menyelesaikan masalah dengan cepat.

Penggunaan pusat kontak omnichannel telah meningkat. Meskipun pertumbuhannya mengesankan, Hanya saja sedikit organisasi yang benar-benar menggunakan omnichannel. Meskipun ada peningkatan jumlah saluran yang digunakan. Akan tetapi tidak diragukan lagi data menunjukkan bahwa perusahaan yang menggunakan omnichannel lebih sukses.

Selengkapnya perhatikan perbedaan multichannel contact center dan omnichannel contact center dibawah ini :

Mutichannel Contact Center

  • Menggunakan banyak saluran untuk dapat berkomunikasi dengan pelaggan
  • Setiap saluran menyediakan layanan yang berbeda-beda
  • Masing-masing dari saluran berjalan secara terpisah dari yang lain
  • Tidk menutup kemunkinan setiap saluran menggunakan perangkat lunak yang berbeda
  • Informasi penting tentang pelanggan bisa dengan mudah dilewatkan
  • Pelaggan diharuskan mengulangi pertanyaan kepada agen yang berbeda melalui saluran terpisah untuk menyelesaikan masalah

Omnichannel Contact Center

  • Dapat menggunakan banyak saluran untuk berkomunikasi dengan pelanggan
  • Setiap saluran yang berbeda bisa memberikan pelayanan yang sama
  • Semua saluran berbeda saling terhubung
  • Semua saluran berbeda dijalakan pada satu perangkat lunak
  • Informasi dan data pelanggan dapat dengan mudah di lacak, hal ini untuk memastikan bahwa informasi tidak terlewatkan
  • Agen dapat mengakses semua informasi pelanggan, sehingga pelaggan tidak perlu lagi mengulang pertanyaan kembali

Dengan pernjelasan di atas dapat anda pilih mana yang dapat anda gunakan untuk mengembangkan bisnis anda, tidak perlu berlama-lama untuk mendapatkan software yang anda butuhkan tersebut. Dapat anda cek di Eva.id dan dapatkan banyak pelayanan yang menarik lainnya.

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