Multichannel Contact Centers
Multichannel Contact Centers (MCC) are the next, much more advanced, technological step compared to Call Centers (CC). Users communicate with CC only by voice and a classic telephone line. When communicating with MCC, users have over 25 different communication channels at their disposal.
Some of these channels are well known to everyone:
- Viber
- Facebook Messenger
- Contact Us Form
- SMS
- Instagram button
- TikTok
- Twitter button
- Snapchat
- Skype
- Vkontakte
- Phone
- Telegram
- Line.me
- Waze
- Google maps
We know that communication through these channels, in addition to being free, is also multimedia.
Since support, if you want it, doesn’t have to answer immediately, but can send an answer later, this means that there is enough time to study the question well and get the answer 100% correct, which is often not the case with CC when support answers immediately .
MCC can be Multichannel and Omnichannel:
MCC has a very large number of advantages compared to CC, some of which we have already mentioned. A very attractive function, which gives fantastic power to user support, is “Multiple Agents”.
It is possible to add more agents to each channel. If you choose, for example, WhatsApp (or any other) as your communication channel, you have a choice of several agents to choose which one you need.
The choices can be varied: you want an agent who speaks a certain language; or you have a choice whether you need an agent from support, marketing or sales; if it is a hotel, you may need a reception, kitchen, restaurant, laundry (see pictures below)…;if it is a hotel chain, choose the hotel you want, in that hotel before making a reservation, choose the contact that suits you, and if you are already in the hotel, choose the services you need (see HERE); in the MCC of the hospital, choose which department you need… Etc, etc…
See screenshots for some simple MCCs below, and for one (of a very large number of different variants) more complex MCC, see HERE.
Languages
The user chooses which agent at the reception and in which language he wants to speak
Departments of the company
The user chooses which department he needs, clicks and establishes a direct connection.
Hotel services
The user very simply clicks on the name of the sector he wants to communicate with and gets an instant connection.
A list of a large number of features and benefits, demo examples for all the above variants and much more