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Contact Centre Channels

What are contact centre channels?

Contact centre channels denote the various avenues through which customers engage with an organisation. Customers anticipate a diverse array of omnichannel support channels, including chat, email, text messaging (SMS), video, and more. 

Contact centres that exclusively manage voice interactions typically accommodate multiple channels. Contact centre agents may specialise in a single channel or adopt a multi-channel approach, enabling them to handle contacts across multiple channels. 

The benefits of omnichannel contact centre channel management


Providing customers with a variety of communication channels is an essential part of providing an outstanding customer experience. However, the challenge arises when these multiple channels are managed in isolation known as channel silos. Silos form when channel operates independently and lacks awareness of customer interactions across other channels. 

The adoption of an omnichannel approach will over come channel silos. Omnichannel unifies the various communication channels, allowing customers and agents to seamlessly navigate and switch between them. This enables a more consistent and integrated customer experience.


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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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