In an environment where immediacy and fluidity in customer service have become indispensable requirements, companies that implement an omnichannel approach in their contact centers will obtain a key competitive advantage. The possibility of serving consumers through multiple platforms without losing continuity in the conversation is consolidating as a differentiating element in customer experience.
According to SPRINKLR data, the global omnichannel interaction market is expected to reach a value close to 18,000 million dollars in 2030. Unlike the traditional multichannel model – in which each channel operates in isolation – the omnichannel approach allows total integration between platforms, providing agents with a complete vision of the client and facilitating more efficient and coherent interactions.
“The client does not think of channels, think of solutions,” explains Luis Miguel Alcedo, general director of Sprinklr Spain. “The best omnicanal contact centers eliminate the silos, offer the agents complete information from a look and allow customers to change between chat, e-mail and telephone transparently and easily.”
Advantages and recommendations for an omnicanal strategy
Adopting an omnicanal strategy not only improves customer experience; It also optimizes contact center performance. Among the main benefits are the increase in loyalty, greater operational efficiency and an improved ability to make decisions in real time thanks to data centralization.
The integration of channels and the strategic use of data mark the future of contact center
To facilitate this transition, SPRINKLR proposes a series of good practices. Among them, treating each new channel as if it were a product launch – with previous testing, evaluation and optimization – and assigning agents based on their specific skills instead of the channel. In addition, integrating operational and customer data allows to anticipate demand peaks and reduce bottlenecks, while betting on API-FIRST platforms improves the interoperability of technological solutions.
Artificial intelligence also plays a fundamental role in this process. SPRINKLR recommends implementing Filters based on AI to enruption more efficient interactions, reserving human intervention only for necessary cases.
Technological challenges and new solutions
However, the path to a truly omnicanal contact center is not exempt from challenges. Data fragmentation, delays in the response and complexity of maintaining the balance between customization and privacy are some of the main obstacles. Faced with this, new technologies offer promising responses.
“This year we will see an important adoption of innovative technologies for the contact center and customer service, including agricultural AI, digital twins of operations and feelings analysis, which will completely transform the customer experience,” says Alcedo.
As consumer expectations evolve, so do the tools and strategies to satisfy them. Omnichannel is no longer an option, but a necessity for organizations that aspire to lead in an increasingly demanding and digitalized environment.
