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Multichannel call blending software

Multichannel call blending is a feature of certain contact center platforms that allows a single agent to seamlessly handle contacts from more than one service of any of the channels managed by the contact center. Multichannel blending offers multiple performance advantages to contact centers.

Multichannel blending allows for an easier scalability of the call center size and agent working hours scheduling. Different channels require different levels of service and maximum answer times. An incoming call needs to be dealt with within a few minutes, or even seconds, while an e-mail can wait longer. Outbound campaigns and services can be taken care of during those hours in which the inbound traffic is lower.

Contact center solutions with multichannel blending capabilities offer the possibility of setting different priorities for each campaign, and thus for each channel. Some of these multichannel contact center software solutions also allow for the integration with other business tools such as CRM software or internal databases. Integration with other technologies such as intelligent routing strategies, contact management scripting for agents and outbound dialers is also possible.

Presence Technology offers a variety of solutions and modules capable of managing all contact center channels. All presence modules integrate natively with the suite’s unified core. The Presence suite allows for an easy, powerful and stable exploitation of multichannel blending capabilities, providing contact center supervisors with a complete set of real time monitors and historical reports to analyze the platform performance.