Call center solutions have been benefiting many businesses. Multiple industries have been using this software, so innovation is paving its way to make it even more robust. The omnichannel call center solution is the modern call center solution invented with these innovations. It can be used by any business. A survey by Omnisend showed that omnichannel strategies result in a 250% higher purchase frequency and 13% larger order value. ⦾ Faster Call Resolution Times for Better FCR and AHT Rates. First Call Resolution (FCR) and Average Handling Time (AHT) are two key KPIs that contact centers track to measure agent as well as overall department omnichannel call center Definition of an Omnichannel Call Centre Solution. An omnichannel contact center is a customer support model that integrates various communication channels, such as phone 4. Easier Market Reach. An omnichannel contact center enables you to get in touch with customers wherever they are. Your agents can contact them via phone calls, direct messages, text messages, video calls, or email. Your contact center service can customize messages for more effective sales and marketing pitches. Call centers provide a phone-centric approach to customer support. In today’s digital world, consumers connect and interact with brands across diverse channels including phone calls, text messaging, video, and more. Traditional phone-based support centers can’t facilitate an omnichannel support strategy. 10. Gorgias. Gorgias takes the hybrid road to offer the best of both customer service and sales under one umbrella. This omnichannel support tool is built for e-commerce businesses. It allows your service team to build on the sales agent’s efforts and understand customer concerns before responding. kCCU.