Omnichannel routing is a contact centre approach that consolidates customer interactions from multiple communication channels into a unified queue and uses routing logic to direct them to the most suitable available agents. This strategy provides a seamless and consistent customer experience, allowing agents to transition between channels while maintaining context and access to customer information.

The benefits of omnichannel routing in a contact centre

Omnichannel routing enhances customer satisfaction, improves efficiency, boosts agent productivity, and generates valuable data for analysis and process improvement. It is essential for meeting the evolving demands of modern customers who expect flexibility and personalised service across various communication channels.

Improved Customer Experience

Customers can choose their preferred communication channel, and agents have access to complete information, resulting in better service.

Efficiency

Routing interactions to the right agent or team reduces hold times, wait times, and the need for customers to repeat information.

Agent Productivity

Agents can handle a variety of interactions, which can lead to increased productivity and job satisfaction.

Data and Reporting

Omnichannel routing generates valuable data and insights that can be used to analyse customer behaviour, improve processes, and enhance the overall customer experience.