Call Center

Updated On: Jun 10, 2024

Omnichannel Contact Center: Nearly Everything You Need to Know 

Reading-Time 18 Min

omnichannel contact center

Today, people no longer rely only on the phone to receive customer service. Despite voice being the top medium to seek customer support, numerous channels exist to get help today. Here comes the importance of an omnichannel contact center.  

With omnichannel contact center solutions, you can connect with customers effortlessly, irrespective of their preferred channel. You can track, manage, and respond to every interaction through social media, email, phone, online chat, or even your website.  

In this blog, we will explain what omnichannel contact center platforms are, why they’re used, top features, and best practices. 

Let’s get started! 

What is an Omnichannel Contact Center? 

An omnichannel contact center manages customer interactions across multiple channels via a single interface unlike traditional contact centers.  

An omnichannel contact center lets agents view customer details and past interactions from all touchpoints, empowering them to provide personalized and efficient support. 

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Omnichannel vs Multichannel Contact Center 

Criteria Omnichannel Contact Center Multichannel Contact Center 
Channel Integration Completely integrated into a single platform Does not integrate into a single platform. 
Customer Experience Consistent support across touchpoints  Does not provide consistent support across touchpoints 
Customer Context Customer context is preserved across channels Customer context is not preserved across channels 
User Interface Single user-friendly interface Multiple user-interfaces 

Benefits of Omnichannel Contact Centers 

1. Enhanced Customer Satisfaction and Loyalty 

73% of customers expect consistent service across all channels. Organizations that deliver omnichannel customer service retain an average of 89% of customers compared to 33% for those with single-channel strategies.  

2. Improved Customer Experience and Resolution Rates 

60% of customers prefer to use a variety of communication channels when dealing with complex issues. Omnichannel contact centers make the customer experience better by letting customers switch between chat, phone, and email seamlessly.  

This means that the conversation can continue even if the channel changes, making it easier to resolve problems quickly and with minimum customer effort

3. Increased Agent Efficiency and Productivity 

Omnichannel contact center platforms provide a comprehensive view of customer interactions across different channels. Agents can access all customer data in one location, eliminating the need to navigate multiple systems.  

This enhances agent productivity and reduces time to resolution.  Research from Aberdeen Group indicates a significant 23% increase in agent productivity for organizations utilizing omnichannel contact centers. 

4. Data-Driven Decision Making 

A significant 67% of contact centers leverage data analytics to enhance the quality of their customer service.  

Omnichannel contact center tools offer detailed information and analysis of customer interactions across various touchpoints. This wealth of data allows you to recognize patterns, gain insights into customer habits, and optimize overall operations.  

5. Increased Cost Savings and Revenue Generation 

Contact centers that utilize omnichannel support can lower operational costs and increase agent productivity. Additionally, delivering an exceptional customer experience helps foster customer loyalty. This improved customer retention can lead to higher sales and revenue for the business. 

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Challenges of Omnichannel Contact Center 

With benefits, challenges also come with the process of delivering omnichannel customer service, like:  

1. Eliminating Data Silos  

When the information is scattered across multiple systems like CRM tickets, emails, and SharePoint, it becomes difficult for agents to bring all the information in one place. 

Data silos cause inconsistencies in the information that customers receive. As a result, customers experience a fragmented and disjointed service as they transition from one support channel to another.  

2. Maintaining Consistent Quality Across Channels 

Providing top-notch service across different communication channels is difficult because each channel has its own needs and challenges. Training staff to deliver excellent service across channels, from phone calls to instant messaging and social media, is no easy task. 

3. Scaling with Growing Customer Demands 

The volume of customer interactions across all channels is increasing along with the growing popularity of omnichannel support. One of the biggest challenges is scaling operations without sacrificing quality. 

4. Integrating AI 

Integrating AI and machine learning into contact centers brings the challenge of finding the optimal combination of human involvement and automation.  

It’s essential to ensure these technologies seamlessly interact across various channels and enhance human interactions rather than replacing them. 

How to Create an Omnichannel Contact Center Strategy? 

How to create an omnichannel contact center strategy? 
1. Sketch out customer’s journey 
2. Collect data and track call center metrics 
3. Deploy the right contact center software 
4. Educate your staff on omnichannel workflows 
5. Integrate AI and Automation 

1. Sketch Out the Customer’s Journey 

Create a visual representation of the customer’s journey, tracing their interactions with your company.  

Identify key contact points (touchpoints) and the experiences customers have at each stage. This map helps you understand how customers perceive your business and allows you to pinpoint areas for improvement.

2. Collect Data and Track Call Center Metrics 

Gather crucial data to evaluate performance effectively. Track important call center metrics such as the average handle time to resolve calls, the first contact resolution rate (FCR), and the level of customer satisfaction to assess the success of your efforts. 

3. Deploy the Right Contact Center Software 

Look for an all-in-one contact center platform that features crucial capabilities such as interactive voice responses, data analytics, detailed reports, and seamless integration with external systems. Prioritize selecting software that meets your specific performance objectives and operational needs. 

4. Educate Your Staff on Omnichannel Workflows 

Equip your team with thorough training to help them learn about your software, monitor omnichannel workflows, and handle inquiries. This training will empower them to provide personalized support across various channels. 

5. Integrate AI and Automation 

Incorporate AI into your omnichannel contact center to optimize customer service. Automated tools such as chatbots can efficiently address routine inquiries, allowing human agents to focus on more intricate matters.  

Best 5 Omnichannel Contact Center Platforms 

1. Knowmax 


Knowmax is an omnichannel knowledge management software that seamlessly connects all customer contact points in a single interface. With Knowmax you can declutter knowledge and deliver delight to your customers. 


Knowmax empowers your customers by enabling them to find solutions independently. It does this by building a comprehensive knowledge base, ensuring your agents and customers have access to the most up-to-date information about your products and services. 

This is further enhanced with self-service options like chatbots powered by Knowmax’s AI, which put the power in your customers’ hands.   

By providing consistent and accurate knowledge across all channels, Knowmax unifies your customer experience, creating a smoother journey for everyone involved.  

Knowmax Features:  

  • AI-powered search  
  • AI-backed Knowledge base  
  • Seamless integrations with digital and assisted channels  
  • Knowledge formats like decision trees, FAQs, visual guides, and articles  
  • Advanced analytics  
  • Chrome extension 


Contact for pricing. 

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2. Talkdesk 


Talkdesk is an AI-omnichannel engagement software that integrates seamlessly with various communication channels (phone, email, chat, social media), offering a comprehensive approach to customer engagement.  

 Talkdesk Features: 

  • Self-guided demos 
  • Clarity IVR software 
  • Talkdesk digital engagement platform for better CX 
  • Personalized and context-driven support 
  • AI-based agent assistance 
  • Proactive outbound engagement 


Talkdesk cloud contact center pricing is billed monthly, here are the quotes: 

  • CX cloud digital essentials: $85/per use/per month 
  • CX cloud essentials: $85/per user/per month 
  • CX Cloud Elevate: $115/per user/per month 
  • CX Cloud Elite: $145/per user/per month 

3. Five9 


Five9 is a cloud-based omnichannel software that is designed for contact centers and large businesses that support omnichannel CX.  

With Five9 omnichannel customer engagement, the previous interaction between the customer and the agent continues from the point it ended regardless of the communication channel. 

Five9 features: 

  • Call routing to optimize call handling 
  • Integration with your CRM for complete customer history 
  • Comprehensive reporting for data-driven insights 
  • Agent dashboard for enhanced productivity and visibility  
  • Convenient click-to-call functionality 
  • Intuitive IVR system with visual options for easy navigation 
  • AI assistance for live agents, providing real-time support and guidance 


  • Digital only: $175/per month 
  • Core voice only: $175/per month 
  • Premium (Digital+voice): $235/per month 
  • Optimum (Digital+voice+WEM): $290/per month 
  • Ultimate (Digital+voice+WEM+Analytics): $325/per month 

4. Hudosoft 


Hudosoft is an all-in-one knowledge management platform. Hudosoft is the product that provides an omnichannel CX suite. It provides a unified platform seamlessly integrating with voice, chats, email, and social media to deliver personalized CX. 

Hudosoft Features: 

  • Omnichannel platform 
  • Simplified workflows  
  • User-friendly interface 
  • Customization options 
  • Third-party integrations 
  • SSO (Single sign on) 
  • Automation tools 



5. Ameyo Contact Center 


Ameyo is a comprehensive contact center software that seamlessly integrates multiple communication channels. It features an automated Interactive Voice Response (IVR) system and seamless Customer Relationship Management (CRM) integration. 

Designed to empower businesses of all sizes, this software provides an affordable and user-friendly solution for managing customer interactions effectively. 

Ameyo Features: 

  • Omnichannel ticketing 
  • Helpdesk automation 
  • Ameyo chat bot integration 
  • Unified context 


Contact the sales team directly. 

Summing Up 

Implementing an omnichannel contact center solution can significantly enhance the support experience for both customers and agents alike.  

By providing access to relevant information across various channels, omnichannel contact center solutions ensure timely assistance altered to individual preferences. This approach further satisfies the customers while promoting efficiency among agents, ultimately contributing to a more robust customer experience for your business. 

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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