log in to your account

welcome back! please log in to continue.

Altivon

How Omnichannel is Delivering on the Promise of Multichannel

When multichannel first began to take shape, the typical path of adding channels into a contact center was to start with one non-voice channel — such as email — and then add a other at some later time, and so on. This one-by-one approach made it easy to treat the additional channel as a separate work flow, often managed by different agents and often different supervisors. This mindset typically resulted in the decision to use a specialist application — or even a third party — to handle the new interaction channel. Over time it has become clear that this kind of “bolt-on” approach to interaction channel-handling is suboptimal. With an omnichannel approach, channels are effectively blended such that customers enjoy consistent and contextual experiences across all contact methods.

Please provide your contact information to access our resources.

Step 1 of 2

50%