Omnichannel means that the various communication channels between customers and a company will
be merged into a unified system and continuously managed and streamlined. It underpins modern customer service and is indispensable for contact centres, especially in e-commerce.
At this point, instant messengers claim to be the most popular means of communication. As of 2021
for example, WhatsApp reached 2 billion users, Facebook Messenger – 1.3 billion, Telegram – 500 million. Viber still has a large audience in Eastern Europe and the CIS countries, with over 260 million monthly users. The main advantage of omnichannel messaging is that it opens up a way to direct communication with customers in channels they already actively use.
Kwizbot's omnichannel Operator Panel can process incoming messages from multiple sources simultaneously, including Telegram, Viber and Facebook Messenger. At the same time, the service integrates easily with other modules of the Kwizbot platform and various enterprise systems. Let's take a closer look at the opportunities this opens up for the company.