Omni-Channel
Overview
A feature of Service Cloud in Salesforce that allows support agents to manage multiple avenues of customer communications (phone, web/chat, email, social media etc) in one console.
How Is Omni-Channel Used?
By enabling Omni-Channel organizations can route requests from multiple sources into one app, distribute records evenly across teams and report on resolution and history all from one spot.
What is the Benefit?
Improved Efficiencies
Utilizing AI capabilities and routing rules, Omni-Channel gets outreach from Customers directed to the correct agents quickly and succinctly. Omni-flows also aid in increasing efficiency by adding automation to the process. Instead of having to switch from system to system, agents have a C360 view and are able to work from one place.
Scalability
Ability to scale and meet the growing needs of the company as new sources/inputs are created.
Who is Impacted?
Support Teams
Support teams are directly affected, as it routes their caseload to one app, can distribute the work as needed across the teams and can also utilize automation to help drive more efficient response times.