What is an omnichannel contact centre?

In a contact centre environment, omnichannel refers to the strategy of providing a seamless and integrated customer experience across multiple communication channels. These channels may include voice calls, email, web chat, social media, SMS, and more.

The goal of omnichannel contact centres is to allow customers to initiate conversations through their preferred channels and maintain consistent service and context when switching between channels. This approach ensures that customers receive a cohesive and personalised experience, irrespective of how they choose to interact with the contact centre. Omnichannel capabilities have become essential in meeting the expectations of modern customers who demand flexibility and convenience in their interactions with businesses.

Speak to a consultant

We are accredited partners with

Contact Centre Glossary

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:

Back to our Contact Centre Glossary >