Ventana Research Analyst Perspectives

Barriers to Omnichannel Customer Communications

Posted by Richard Snow on Jun 11, 2013 10:52:38 AM

In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through multiple communication channels (multichannel for short), someone invents the term omnichannel and we all have to get our heads around what this means. My research into the contact center in the cloud shows that companies now support on average nearly five communication channels, and although the traditional channels are still the most common, as the chart shows, there are signs that new channels such as chat (used by 37%), social media (29%), text messaging (22%) and video (5%) are on the increase.

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Topics: Sales Performance, Social Media, Customer Experience Management, Social CRM, Voice of the Customer, Echopass, Enghouse interactive, Five9, LiveOps, Mobile apps, NewVoicemedia, Operational Performance, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, CRM, Interactive Intelligence, Unified Communications