TTEC | Glossary | Omnichannel

What is Omnichannel?

Omnichannel is a cross-channel customer engagement strategy that businesses utilize to improve the customer expereince. Often used in context of retail, omnichannel has in the recent past become an objective for contact centers and customer service departments to enable customers to engage with a brand on their channel of choice when, where, and how they choose. This means that brands need to understand their customer channel preferences and for what type of interaction across video, voice, SMS (text), email, social or a combination of those. True omnichannel implementation requires contact center software, skilled agents, and a level of customer analytics that enable the brand or connect and orchestrate the journey. The promise of sophistociated omnichannel for brands is the ability to do predictive and proactive customer service, however, few if any brands are at that level today.