Multichannel Call Center

What Is a Multichannel Call Center?

A multichannel call center is a call center that uses multiple channels of communication with customers, including voice, email, webchat, and social media.

The purpose of a multichannel call center is to provide customers with a consistent experience across all channels and to make it easy for them to reach customer service.

Are Multichannel Call Centers Effective?

Multichannel call centers can be effective in providing a consistent customer experience and making it easy for customers to reach customer service. However, they can also be expensive to set up and maintain, and they require well-trained staff who are familiar with all of the channels.

What Are the Benefits of a Multichannel Call Center?

Running a multichannel call center is highly advantageous to both the business and the customer. For instance, when running a multichannel call center, you can provide a consistent customer service experience, and make it much easier for customers to reach your business regardless of the channel they prefer to use. On top of that, you can reduce costs in the long term as you’d require fewer staff members at any given moment.

What Are the Drawbacks of a Multichannel Call Center?

Such call centers aren’t perfect either. They can be pretty expensive to run as your business would have to purchase specialized equipment and onboard well-trained staff.

On top of that, a multichannel call center can be much more difficult to manage as each channel will likely have its own metrics to measure the performance and ability to deal with customer inquiries.

Table of Contents
Related Terms

API-Drive Call

Find out what API-Drive Call is, what the benefits of this tool are, how it works, and whether there is a limit to the number of calls you can make.

Read More

Call Queueing

Find out what call queueing is, what the benefits of using call queuing are, how it works, and if it’s hard to set up or not.

Read More

Number Masking

Learn more about number masking and find out what it is, how it works, why it’s used, and any potential drawbacks if your business decides to use number masking.

Read More
Ultatel logo

Request Your Quote

“Ultatel’s level of expertise and support made this project 100% seamless, and they continue to provide outstanding service to our organization, all of us at TLC could not be happier! Thanks Ultatel for helping us stay productive!”​
The Land Conservancy of New Jersey​

Robert J Santee​
IT/Project Manager
The Land Conservancy of New Jersey​

#1 Rated in Business Phone System Overall Value and Customer Support

We’re honored to be ranked #1 in Overall Value and Customer Support by the buyer communities on Capterra and GetApp.

ULTATEL is the only provider that achieved a perfect 100 score on Customer Support from the buyer communities on Capterra and GettApp.

Capterra is the world’s leading business software reviews and selection platform; GetApp advise tech-savvy business professionals to help them find the software and apps that best meet their needs.
Capterra Report

#1 Rated in Contact Center Overall Value and Customer Support

We’re honored to be Ranked #1 in Overall Value and Customer Support by the buyer community on Software Advice. ULTATEL is the only provider that achieved a perfect 100 score on Customer Support from the buyer community on Software Advice. Software Advice has helped over 800,000 businesses select software with live, one-on-one tailored support with software and industry experts.
Ultatel logo

Partner Request

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Talk to an Expert​

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Request Your Demo

“We have been using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It saves a lot of time when you on the road. Also, the afterhours messaging is more professional. We need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”
Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Start Your New Free Trial

“Our company, La Finestra LC, just switched to ULTATEL, ​
the entire experience was great, the transition was seamless.
They have a great knowledgeable team. Thank you.”​ ​
La Finestra LC

Gabriela Lecaro
Controller, La Finestra LC