Multi-Channel & Omni-Channel

1. Goal

Multi-Channel:
To deliver same customer experience across all channels

Omni-Channel:
To deliver services dynamically across all channels and
touchpoints

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4. Agents’ Productivity

Multi-Channel:
In a Multi-Channel approach, dedicated agents are assigned
specific channels for customer conversations. Over the time
and numerous instances, agents become expert of that
channel.

Omni-Channel:
In an Omni-Channel approach agents don’t need to switch
from one to another channel. Agents can access real-time
customer information to deliver contextual service.
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