Multichannel Communication

In contact centers, multichannel communication refers to the use of various channels such as phone, email, chat, and social media for interacting with customers. Unlike an integrated omnichannel approach, these channels operate independently within a multichannel framework. This allows customers the flexibility to choose their preferred mode of contact. However, the lack of channel integration can lead to a fragmented customer experience. This is because information and context may not be shared across interactions on different platforms.

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