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OmniChannel Contact Center Software | 3 Things You Should Look For

by | Jun 25, 2024

1. Unified Customer Interaction Management

When choosing omnichannel contact center software, it’s vital to ensure that it unifies customer interactions across multiple channels. Imagine a customer who starts a conversation on a chatbot but later follows up via email. If your software can’t link these interactions, the customer might have to repeat information, leading to frustration.

Why It Matters:
A unified approach allows agents to view a complete interaction history, regardless of the channel used. This holistic view results in more context-aware responses, better customer satisfaction, and improved issue resolution rates. According to a Salesforce report, 78% of customers have used multiple channels to start and complete a transaction, underscoring the need for seamless integration across channels.

Unified customer interaction management also ensures that no information is lost in transition. When an agent can see the entire conversation, they can understand the customer’s history and preferences. This insight enables agents to personalize their responses, making customers feel valued. Moreover, this kind of transparency cuts down on the time it takes to resolve issues, as agents do not need to repeatedly ask for the same information.

Key Features to Look For:

  • Centralized Dashboard: A single interface where all interactions are visible makes it easy for agents to switch between channels without losing context.
  • Integrated Interaction History: The ability to pull up past interactions with just a few clicks ensures that customers don’t have to repeat themselves.
  • OmniChannel Routing: Efficiently direct customers to the best resources or agents who can resolve their issues faster.

2. Intelligent Automation and AI Capabilities

Automation and artificial intelligence (AI) are game-changers in omnichannel contact center software. Automation can handle repetitive tasks, while AI enhances the customer experience through chatbots, virtual assistants, and sentiment analysis.

Why It Matters:
Intelligent automation can significantly reduce wait times and free up agents to focus on more complex issues. For example, chatbots can handle simple queries, which can increase efficiency and customer satisfaction. About 58% of customers have used chatbots for simple customer service interactions, emphasizing the importance of this feature. Additionally, AI can offer real-time assistance to agents by providing necessary information and predictive insights, ultimately elevating the quality of service.

AI chatbots not only answer common questions but also guide customers through various processes, such as troubleshooting or order placements. This immediate assistance can often solve issues without human intervention, thereby speeding up the resolution time. Moreover, AI can be leveraged for sentiment analysis to gauge customer emotions during an interaction and adjust the service approach accordingly.

Key Features to Look For:

  • AI Chatbots with NLP: Natural Language Processing (NLP) capabilities enable chatbots to understand and respond to customer queries in a more human-like manner.
  • Automated Workflows: Tasks like ticket generation, follow-up emails, and even simple troubleshooting can be automated to increase efficiency.
  • Real-Time Analytics: Provide agents with instant information and recommendations to help solve customer issues quickly and effectively.

The Future of AI for Contact Centers


  • The different types of AI
  • A framework for applying support automation
  • Tips for choosing solutions

3. OmniChannel Contact Center Scalability and Customization

Your contact center needs will evolve over time, and your software must be capable of scaling and adapting to these changes. Scalable solutions accommodate growth, whether you are adding new channels, integrating with other systems, or expanding your agent team.

Why It Matters:
Choosing scalable and customizable omnichannel contact center software ensures that it will grow with your business. According to McKinsey, improving the customer experience can increase sales revenues by 2 to 7 percent and profitability by 1 to 2 percent. This growth requires a flexible software solution that can be tailored to meet your unique needs, offering various integrations and customization options.

A scalable solution allows for the addition of new features without disrupting existing operations. This is particularly important for businesses that anticipate rapid growth or those that operate in dynamic industries. Customization is equally crucial, as it allows you to tailor the software to meet specific business needs, ensuring that you can deliver a unique and effective customer experience.

Key Features to Look For:

  • Modular Architecture: Easily add new channels and functionalities as needed without extensive reconfiguration.
  • API Integrations: Seamlessly connect with other essential business tools such as CRM systems, marketing tools, and analytics platforms.
  • Flexible Workflows: Customize workflows and interfaces to match your specific business processes, ensuring maximum efficiency and effectiveness.


Selecting the right omnichannel contact center software is crucial for supporting modern customer expectations. Look for solutions that offer unified customer interaction management, intelligent automation, AI capabilities, and scalability. By prioritizing these key features, you can ensure that your contact center operations are efficient, scalable, and equipped to deliver exceptional customer experiences.

Investing in the right omnichannel contact center software can drastically improve your customer service metrics, making your business not only more efficient but also more customer-centric in the long run. Remember, the goal is to provide a seamless and integrated experience for both your customers and your agents. The right software will support this goal, helping you to foster long-term customer loyalty and drive business success.

By focusing on these three essential aspects when selecting your omnichannel contact center software, you’ll be better prepared to meet the ever-changing demands and expectations of modern customers. Whether it’s through unified interaction management, intelligent automation, or scalable and customizable solutions, the right software will serve as a cornerstone of your customer service strategy.

In the world of customer service, adaptability and forward-thinking are key. Equip your contact center with the best omnichannel contact center software, and you’ll be well on your way to delivering unparalleled customer support.

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