Multichannel vs Omnichannel and its Impact on Contact Center Solution

If you belong to the customer service industry you probably have learned several two terms such as “multichannel” and Omnichannel Contact Center Solution Commonly applied when discussing customer experience, these new keywords are often used interchangeably and can be confusing to organizations. By examining and better understanding these terms, we can discuss this matter for better clarification about this matter. Multichannel marketing means by which companies negotiate with customers via multiple channels. It may be both direct and indirect, in order to sell them goods and services. To reach audience company use direct channels – such as physical stores, catalogues or direct mail – or indirect ones in which they push content via websites or social media, also known as inbound marketing. Multichannel means several types of medium through which companies can touch their audience through mobile devices, text messaging, email, company website, social media, search engine optimization (SEO) or GPS to track customers' proximity to goods and services.


With so many communications channels are running now, the voice is seemingly distorted in an omnichannel contact center. In the modern era, we now live in a world of texting, chatting, self-service and tweets, which must spell doom for voice, right? Well, not exactly. The literal meaning of ‘omni’ means to ‘all’. So, if we say Omni-channel customer service, it presents that we are referring to an arrangement strategy which caters to your clients via all channels or mediums of support. It is without a doubt more streamlined, more transparent, clearer, more user-friendly and makes it easy for your customers to raise and get their queries addressed. Another great aspect which it offers is in terms of its compatibility. The user has the freedom to utilize all mediums of the evaluation and can also easily switch between them, without any major hindrance or drawbacks, like loss of information, need to repeat or reiterate. This is one improvement which makes Omni-channel the go-to strategy and more and more companies are adopting this strategy. It also saves that your customers develop a deeply personalized relationship with your company’s brand and image, as your brand is available for them to review and evaluate throughout all mediums of the communication. The clients then start viewing your brand as one social entity and engagement with you on a personal level. This gives call center reps a great window of opportunity for earning trust and building rapport with prospects. Now, that the main difference is clear among these two strategic plans, it can also be delivered that companies who participate customers using Omni-Channel Customer Service experience higher customer retention rate of up to 90%, as compared to companies who prefer to use the other option.



Nubitel, is one of the leading omnichannel contact center solution provider in Malaysia. Our call center solution enhances the company to handle customer interactions. Traditionally, call center software solutions have been equated with only voice interactions. But, as time progressed, the customers have moved on from only voice calls to another mode of communication channels. With call center solutions the agents can place outgoing calls, handle incoming calls, track key call center metrics, perform workforce management, and upload automated scripts.