Glossary
Multichannel contact center is a contact center that offers multiple contact channels for customer communication.
Multichannel contact center is the most popular type of a contact center in the world. To be called a multichannel contact center, such a contact center has to offer at least a few communication channels to use, including text contact channels, such as emails, chatbots, live chats, and social media.
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The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies