Channels

A channel is the specific medium used by the agents for communicating with the client's customers:

Voice: Traditional telephone or VoIP (Voice over IP/Internet).

Chat: Real-time text messaging via a website or app chat pop-up.

Email: Asynchronous writing over traditional email.

SMS/Social: Instant messaging on mobile platforms.

Clients can enable one or multiple channels for customers to contact their call centers, following the classification below:

Single-Channel: The most basic model, focusing on a single communication method, typically phone calls or chats.

Multi-Channel: Offering multiple separate channels (phone, email, social, chat) for customer interaction, with different systems that are not necessarily interconnected. This means that an agent who works on Calls can not necessarily see and work on the interactions handled by a Chats agent and vice versa.

Onmichannel: An integrated system where all channels work together seamlessly, providing a single, consistent customer view across the entire journey. This means that any agent, no matter which channel is trained to handle, can see and work with the contact history of any customer, and can immediately continue with the workflow that another agent, from another channel, started.