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Why Is a Customer Experience-focused Omnichannel Contact Center Crucial? 

  • January 9, 2023

Positive customer experience is one of the key differentiators in businesses. There is no scope of choosing any other way than being a client centric business. Companies hire the best call centers to handle their customer care campaigns with the sole goal of improving customer experience. There are multiple ways to handle this business aspect. The one that is paving its way and being strongly recommended is the customer experience-focused omnichannel contact center. The best omni channel contact center software helps in this direction for businesses and call centers.

The 1worldsync shared a result of statistics that indicates that 89% of customers prefer to remain with a brand that offers omnichannel customer experience.

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What is an omnichannel customer experience?

omnichannel customer experience

It is a process of using all conventional and digital communication channels and streamlining customer interactions across these channels to deliver a universal experience to clients across all touchpoints. These touchpoints include the following:

  • Voice calls
  • Video calls
  • SMS
  • Email
  • Help desk
  • Facebook
  • Twitter
  • WhatsApp

What is a customer experience-focused omnichannel contact center?

omni channel call center

A contact center is a central point to reach out to a customer whenever he or she faces any issue or challenge with an existing system or service they have. In general, contact centers were set up to provide post-sales customer care. However, in the 21st century, the cohesive experience across all traditional and digital channels has become vital. Moreover, there are multiple communication channels available in the market, thus, customer experience-focused omnichannel contact centers have become vital.

A client experience-centric omnichannel call center is one that uses an omnichannel call center solution and focuses on delivering excellent customer experience without the requirement of repeating the issue if a customer uses more than one communication channel.

Omnichannel Contact Center Solution in 2023

What is the difference between a traditional and client centric omni channel call center?

traditional and client centric omni channel call center

Traditional contact center 

Omnichannel contact center 

  • It uses the best omni channel contact center software solution.
  • Its communication channels will not be integrated.
  • Agents need to juggle through interactions through different channels if the customer has used more than one communication channel.
  • Within the contact center software, the agent will be able to review all past interactions.
  • It lacks the required features to offer a universal customer experience or personalized responses.
  • It is excellent to meet customer expectations in the digital era to deliver a unified communication experience to clients along with personalized answers.
  • It is a cheaper system.
  • It is a bit expensive, but it meets the real agenda of call centers to meet customer expectations.
  • Customers cannot easily switch from one communication channel to another.
  • Customers can easily switch from one communication channel to another and even use multiple communication channels in parallel.

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Why is a customer experience-focused omnichannel call center crucial?

omnichannel contact center

There are multiple reasons behind the sudden shift that call centers and businesses have started making towards customer experience-centric omnichannel contact centers.

  1. Meet customer expectations

One of the major advantages or reasons to set up an omnichannel call center using an omni channel call center solution is to meet customer expectations. Businesses have different generations using their products from Millennials to Gen Z and each of them has their own preference for communication channels to use. They don’t look at the comfort offered by the contact centers, but for them, it is the requirement to meet customer service needs. Thus, it is inevitable to miss out on having this type of contact center setup.

  1. Have a holistic view of the customer journey

One more reason to have a customer experience-focused omnichannel contact center is to have a holistic view of the customer journey. Unlike earlier, when a call center software solution was used only for post-sales customer care, nowadays, this software is used to handle all different stages of the customer journey like sales, marketing, and customer support. Even for customer relationship management, this software is used. As customers have started diverse communication channels, contact centers are enforced to use a unified communication solution. This streamlines all communication channels and gives a holistic view of the whole customer journey to make better business decisions and meet customer expectations.

  1. Answer each shout-out

Customers leave their feedback on social media and try to reach on WhatsApp even if a business does not use an omnichannel call center solution. A business does not receive these shout-outs and often damages its own reputation. Thus, to listen to these feedbacks from clients and respond to them on time, businesses have to set up a customer experience-focused omnichannel call center.

  1. Move towards greater personalization

Every human being likes to feel special and customers are one of the most important human beings for businesses. Having a holistic view of customer journeys along with the complete history of their past interactions across communication channels gives immense power to agents. Agents can better handle each customer interaction with more personalized and context driven responses. To achieve this, it is necessary to set up a client experience-centric unified call center.

  1. Keep expenses in control

Many people and businesses assume that using and maintaining an omnichannel call center would be expensive and complicated. However, with the use of the right omni channel call center solution, this can be quite cost effective and yields better ROI compared to a conventional contact center software solution.

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In conclusion, client experience is very much crucial for businesses as the cost of retaining a customer is way cheaper than acquiring a new client. Moreover, selling to an existing client is easier than selling to a completely new lead. Thus, focusing on client experience is necessary. The customer experience-focused omnichannel contact center helps in achieving this milestone in the business, which is why it has become vital.

We offer the best omni channel contact center software to our customers and we can help you with our software. We can also help you upgrade from a multichannel contact center solution to an omnichannel one.

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