Omnichannel, a multichannel strategy that features a consistent message across all channels, is the likely end goal for Contact Centers. Predictions from Dimension Data’s 2016 Global Contact Centre Benchmarking Report indicate that omnichannel capability is likely to more than triple in next two years.
As Contact Centers of all sizes work towards this integrated goal, Wilmac’s multichannel recording solutions will continue to expand and adapt with the changing technology. If your Contact Center is moving towards this fundamental integrated goal, or if you simply have questions about multichannel or omnichannel, we would be more than happy to review your recording options.
Tags: Contact Center, Multichannel, Omnichannel