---
title: Multichannel & Omnichannel Contact Center: Exploring the Key Difference
description: If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.
image: https://blog.onecontactcenter.com/hubfs/image-png-Apr-12-2022-08-17-05-35-PM.png
---

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# Blog

## Multichannel & Omnichannel Contact Center: Exploring the Key Difference

 Apr 12, 2022 5:01:46 PM [One Contact Center](https://blog.onecontactcenter.com/author/one-contact-center)

[![Multi and Omnichannel](https://blog.onecontactcenter.com/hs-fs/hubfs/image-png-Apr-12-2022-08-17-05-35-PM.png?width=800&name=image-png-Apr-12-2022-08-17-05-35-PM.png)](http://onecontactcenter.com)

**A**t One Contact Center, we take great pride in our reputation as one of the best omnichannel contact centers in the customer support sector. 

It is for this reason that we’ll be discussing today, the core difference between being an omnichannel or multichannel contact center as more people continue to mistake these terms for one another, even though they’re very different. 

**Multichannel vs Omnichannel Contact Center**

The differences are in the names!

Customers have vast expectations of how they prefer to communicate with their favorite brands and businesses. Most would rather communicate via the channels they use most often in their daily lives. For many, these options can range from phone calls to email, mobile apps, social media, or even via web chats. 

Companies, on the other hand, have to meet these expectations. 

Over time, more companies have added more channels via which they render support for their customers and prospects. 

Through this, the major challenge has been to ensure that most of these channels are in sync and well linked to each other so clients don’t find it challenging to switch channels as may be convenient. While a multichannel contact center fails at this, switching channels with omnichannel contact centers is much easier and convenient for customers.  

**The Multichannel Contact Center**

Multi simply means more than one.

So, in essence, a multichannel contact center supports its customers via multiple support channels. The channels could range from phone calls to SMS, social media, and more. But each channel is usually handled separately by different teams. 

While customers get to communicate via their preferred channels, having to switch between channels during issue resolutions can be quite frustrating as they often have to start all over, having to repeat questions to multiple service reps. And according to SuperOffice, [**89% of customers**](https://www.superoffice.com/blog/omni-channel-customer-service/) say this is one of their frustrations with customer support.

**The Omnichannel Contact Center**

In an omnichannel contact center, every support channel works in sync with each other.

The channels are unified across the board so there’s greater consistency when customers have to switch channels during issue resolutions. Like we do here at OCC, omnichannel contact centers usually work with integrated systems that contain details of every customer’s interactions and activity history. These systems are connected to the backend where call center agents have access to a holistic overview of the entire customer’s journey.

**Why Choose OCC Omnichannel Contact Center Services?**

This might not mean much to you but it can greatly impact your business. 

Consistent quality of service is perhaps the biggest benefit here. Customer frustrations will be greatly reduced since they’ll hardly ever have to go back to point zero during issue resolutions. It may not seem obvious but there are statistics to back up how often customers switch between channels to access support services. 

OCC omnichannel contact center helps brands offer personalized and unified support services for highly positive customer experiences. You’ll want to rid the process of any frustrations since up to [**74% of consumers**](https://www.globenewswire.com/news-release/2020/05/11/2031142/0/en/Nearly-74-of-Consumers-Will-Switch-Providers-After-a-Poor-Contact-Center-Experience-According-to-New-Research.html) will consider switching brands after a poor contact center service experience. With an omnichannel customer support strategy, you can rest assured that the customer experience is much less at risk of frustrations and negativities. 

One Contact Center

[![One Contact Center](https://lh4.googleusercontent.com/U_lSxBCFubri-BikSqL_HRjdkHRBbAXqri7ckzWrwtxWK5hnC3mdezosbsgmQLUlsX5TGNr36uN30y2AJ29s4aHBCSoWJ_-3rqubKXSUp_h_1ogEymiE7igdxpU62ttfrlkc9_c)](http://onecontactcenter.com)

*One Contact Center offers call center support and BPO services for small businesses to startups and international brands.*

*If you’re keen on boosting your customer experience with reliable support services, please,[ contact us today](https://www.onecontactcenter.com/contact-us.php). We’ll be more than happy to help.*

 

 

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![One Contact Center](https://blog.onecontactcenter.com/hs-fs/hubfs/1597861902068.jpg?width=100&height=100&name=1597861902068.jpg)

#### Written by [One Contact Center](https://blog.onecontactcenter.com/author/one-contact-center)

One Contact Center is a minority-owned call center / BPO company that helps companies navigate through this Pandemic by providing customer experience services that improve market shares, brand loyalty and customer retention while reducing costs by up to 70%.

<https://ph.linkedin.com/company/one-contact-center>

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- [emotional intelligence (1)](https://blog.onecontactcenter.com/topic/emotional-intelligence)
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- [fast customer service (1)](https://blog.onecontactcenter.com/topic/fast-customer-service)
- [fathers day (1)](https://blog.onecontactcenter.com/topic/fathers-day)
- [handling objection (1)](https://blog.onecontactcenter.com/topic/handling-objection)
- [innovation (1)](https://blog.onecontactcenter.com/topic/innovation)
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- [post pandemic (1)](https://blog.onecontactcenter.com/topic/post-pandemic)
- [quality assurance (1)](https://blog.onecontactcenter.com/topic/quality-assurance)
- [reaching your goals (1)](https://blog.onecontactcenter.com/topic/reaching-your-goals)
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- [sentiment analysis (1)](https://blog.onecontactcenter.com/topic/sentiment-analysis)
- [small business support (1)](https://blog.onecontactcenter.com/topic/small-business-support)
- [software (1)](https://blog.onecontactcenter.com/topic/software)
- [staffing (1)](https://blog.onecontactcenter.com/topic/staffing)
- [support small businesses (1)](https://blog.onecontactcenter.com/topic/support-small-businesses)
- [talents (1)](https://blog.onecontactcenter.com/topic/talents)
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- [telemarketing mistakes (1)](https://blog.onecontactcenter.com/topic/telemarketing-mistakes)
- [time management (1)](https://blog.onecontactcenter.com/topic/time-management)
- [virtual management software (1)](https://blog.onecontactcenter.com/topic/virtual-management-software)

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