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Why voice is the heart of the multichannel contact center

For many brands, global multichannel customer service isn’t just about adding new channels; it’s about providing the support that delivers the most effective service and the highest customer engagement. For many brands and their customers, that means – voice.


Key findings of this report by ICMI and Orange Business Services include:


  • 86% of contact centers now offer multichannel support
  • 74% of consumers use three or more channels to access customer service
  • 64% of consumers prefer voice because it provides the most thorough answer



download this whitepaper to:


  • discover the main reasons why customers prefer the voice channel
  • gain insight into how contact centers are using voice on a global scale to improve the customer experience
  • see how you can implement a global voice strategy in your contact center and discover the common pitfalls to avoid