A multi-channel system allows a contact center to provide
improve customer care by providing quality service through any medium,
including: voice, text-SMS, Fax or Web.
The convergence of multi-site applications onto a single, centrally
managed and administered platform promises to reduce costs, increase customer
satisfaction, improve the customer support experience and boost revenues. Until
recently, many communication systems, which might have been managed in a single
contact center, were still essentially a point solution, hosted on separate
platforms, administered separately, running applications developed and deployed
separately, and—most significantly—not sharing information about the operations
and interactions of multiple contact centers.