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And if the organization determines that social media contacts should receive faster responses than emails, the universal queue will assign them ahead of the emails if they come in at the same time. This allows, for example, real-time phone and chat contacts to be routed through the same queue as asynchronous ones like social media, while still ensuring they get routed to agents with higher priority. They do this by putting all incoming contacts in the same basket and then distributing them to agents based on comprehensive rules. Universal queues knock down the silos that often characterize having multiple channels.

Omnichannel routing and universal queues go hand-in-hand. This allows agents to provide the personalized, informed experiences consumers expect. That way the customer doesn’t have to spend time repeating themselves to identify who they are and why they are calling. This same routing engine uses data collected upfront or from the customer profile to present the agent with the relevant customer information right out of the gate.

This is because omnichannel routing is the engine that matches customers to the right agent (maybe even the same one they spoke to last time they had an issue). Omnichannel routing is at the foundation of providing customers with seamless omnichannel experiences. This one is pretty obvious, but certainly merits discussion. Provide personalized, omnichannel experiences Organizations that want to take their customer service to the next level should consider omnichannel routing.ġ. Additionally, it boosts productivity by ensuring agents are steadily busy. Omnichannel routing enables many things that contact centers use to elevate customer experience. Things contact centers can do when they have omnichannel routing

Here are some of the most noteworthy ones. This results in a better customer experience and more efficient use of agent time and skills.Ĭontact centers that use omnichannel routing have unique capabilities. Omnichannel routing uses complex rules to determine the nature and priority of incoming contacts and then route them to the best available agent or places them in a queue if no agents are available. Omnichannel routing enables contact centers to deliver on these expectations by routing contacts from all channels in a holistic and unified way. Customers recognize the value of omnichannel and our recent consumer benchmark survey revealed that 9 out of 10 people expect omnichannel service from companies. In an omnichannel scenario, the agent would be able to seamlessly elevate the chat interaction to a phone call so the customer doesn’t have to worry about calling back in and starting over with a different agent later.Ĭontrasting this to a non-omnichannel scenario, in which the customer has to disconnect the chat, manually call in, navigate the IVR, hope they reach the same agent – though let’s be realistic, they more than likely won’t – and then re-explain their issue to the new phone agent, it's easy to see why omnichannel yields a better experience. Midway through, she might decide that she really needs to have a phone conversation to explain the details of the issue. For example, a customer might initiate an online chat session to get an issue resolved. When a contact center provides omnichannel customer service, it means they offer multiple support channels - like phone, chat, email, SMS, and social media - and that customers can move seamlessly across them within the same transaction.