--- title: "Omnichannel Contact Center Report: Key Takeaways & Tips" description: Get the key findings from a new report on building an omnichannel contact center, with practical steps to improve CX, staffing, and outcomes. Read more today! image: https://www.univoip.com/hubfs/Imported_Blog_Media/PR-omnichannel.png --- [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) - Products - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) Streamline your communications with our cloud-native Teams voice solution. - [UCaaS - OfficeConnect™](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) Get the tools you need to enable your team to collaborate anywhere – on any device. - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) Enhance the customer experience with our omnichannel cloud contact center solution. - Partners - [Why Partner With UniVoIP?](https://www.univoip.com/why-partner?hsLang=en-us) Give your clients better communications solutions and support when you partner with UniVoIP. - [Why Choose UniVoIP?](https://www.univoip.com/why-univoip?hsLang=en-us) Collaborate better, innovate faster, and enhance CX across all channels with UniVoIP. - About - [Our Company](https://www.univoip.com/meet-univoip?hsLang=en-us) We power growth for our partners and customers with the most innovative technology in the industry. - [Resources](https://www.univoip.com/resources?hsLang=en-us) Stay up-to-date with the latest case studies, podcasts, and more from UniVoIP. - [Blog](https://www.univoip.com/blog) Get the latest news and blog posts curated by cloud communications experts from UniVoIP. - Get in Touch - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) Ready for seamless unified communications with high-touch aftercare? Request a customized quote today. - [Customer Support](https://www.univoip.com/customer-support?hsLang=en-us) Need help? Access Service Control, view the Help Center, or contact our customer support team here. - [Contact Us](https://www.univoip.com/contact?hsLang=en-us) Access our general contact form, phone numbers, and address here. EN ES [Login](https://univoip.cloud/) [Help Center](https://help.univoip.com/) Published: 26 Feb 2018 # New Report Reveals How To Build An Omnichannel Contact Center [Contact Center Solutions](https://www.univoip.com/blog/tag/contact-center-solutions) ![](https://www.univoip.com/hubfs/Imported_Blog_Media/PR-omnichannel.png) ### SPECIAL REPORT: What Customers are Demanding from the Engagement Experience and 5 Steps for Building an Omnichannel Contact Center   #### FOR IMMEDIATE RELEASE New York, NY – CCW Digital, a division of the IQPC Customer Management Practice, and UNIVOIP jointly announce the release of a new report covering the steps, strategies, and technologies needed to create an omnichannel contact center. Instead of discussing it as an aspirational notion, the “[Special Report on the Omnichannel Contact Center](https://univoip.com/lp/omnichannelspecialreport?hsLang=en-us)” recognizes omnichannel engagement as a fundamental customer demand. If organizations wish to connect with customers, they have no choice: they must deliver an [omnichannel engagement experience](https://univoip.com/blog/what-is-an-omnichannel-contact-center-and-why-is-it-critical-for-customer-experience/?hsLang=en-us). They do, however, have a choice regarding how they deliver that omnichannel experience. Citing proprietary CCW Digital Research, commentary from principal analyst Brian Cantor, guidance from executive-level contributors and practical insights from UNIVOIP, this report empowers customer contact leaders to make the right choice. The report reveals what customers are truly demanding from the engagement experience, shares 5 steps for building an omnichannel contact center, reveals 5 key elements of an omnichannel strategy and offers an omnichannel assessment tool. “I’ve been hearing talk about the need to embrace omnichannel engagement for at least a decade,” says Cantor. “What I rarely hear are practical steps for not only building a contact center that can support omnichannel engagement but tactics for overcoming the key challenges that will arise. This report fills the void.” “It really showcases how omnichannel seeks to provide the customer with the optimum seamless experience by gathering context and information across all engagement channels throughout the entire customer lifecycle,” says Chris Vuillaume of UNIVOIP. “Supporting multiple channels within a single interaction is the key to exceeding customers’ expectations.” Developed in partnership with UNIVOIP, the report is the latest iteration of [CCW Digital’s “Special Report” series](https://univoip.com/lp/omnichannelspecialreport?hsLang=en-us). As a contrast from CCW Digital’s quarterly market studies, the special report series dives deep into specific topics that are — or should be — top-of-mind for customer contact leaders. [![New Call-to-action](https://www.univoip.com/hs-fs/hubfs/Imported_Blog_Media/dae8599c-051c-472d-93f1-4b6469a6bbd6.png?width=1920&height=1080&name=dae8599c-051c-472d-93f1-4b6469a6bbd6.png)](https://cta-redirect.hubspot.com/cta/redirect/4136637/dae8599c-051c-472d-93f1-4b6469a6bbd6) OUR BLOG ## Lastest blog posts Tool and strategies modern teams need to help their companies grow. [![UniVoIP Expands Operator Connect Into 16 New Countries in LATAM](https://www.univoip.com/hubfs/Blog/UniVoIP%20Expands%20Operator%20Connect%20Services%20Into%2016%20New%20Countries%20in%20LATAM/univoip-feat-pressrelease-latinamerica.jpg)](https://www.univoip.com/blog/univoip-expands-operator-connect-services-into-16-new-countries-in-latam?hsLang=en-us) [News](https://www.univoip.com/blog/tag/news) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [Operator Connect](https://www.univoip.com/blog/tag/operator-connect) ### [UniVoIP Expands Operator Connect Into 16 New Countries in LATAM](https://www.univoip.com/blog/univoip-expands-operator-connect-services-into-16-new-countries-in-latam?hsLang=en-us) UniVoIP, a leading provider of cloud communications solutions, announced today that it has expanded ... [![What Is UCaaS (Unified Communications as a Service)?](https://www.univoip.com/hubfs/Blog/What%20Is%20UCaaS%20(Unified%20Communications%20as%20a%20Service)/univoip-feat-whatisUCAAS.jpg)](https://www.univoip.com/blog/what-is-ucaas-unified-communications-as-a-service?hsLang=en-us) [Cloud Voice](https://www.univoip.com/blog/tag/cloud-voice) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [unified communications](https://www.univoip.com/blog/tag/unified-communications) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) ### [What Is UCaaS (Unified Communications as a Service)?](https://www.univoip.com/blog/what-is-ucaas-unified-communications-as-a-service?hsLang=en-us) The days of desk phones, separate video conferencing systems, and endless email chains are fading ... [![What Is Enterprise Communications? Features & Best Practices](https://www.univoip.com/hubfs/Blog/What%20Is%20Enterprise%20Communications%20Features%20Best%20Practices/univoip-feat-whatisenterprisecommunications.jpg)](https://www.univoip.com/blog/what-is-enterprise-communications-features-best-practices?hsLang=en-us) [Enterprise Solutions](https://www.univoip.com/blog/tag/enterprise-solutions) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [unified communications](https://www.univoip.com/blog/tag/unified-communications) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) ### [What Is Enterprise Communications? Features & Best Practices](https://www.univoip.com/blog/what-is-enterprise-communications-features-best-practices?hsLang=en-us) Poor communication costs businesses, with 86% of employees citing a lack of effective communication ... [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) [![Calling for Microsoft Teams Specialist](https://www.univoip.com/hs-fs/hubfs/Calling%20for%20Microsoft%20Teams%20Specialist.png?width=150&height=127&name=Calling%20for%20Microsoft%20Teams%20Specialist.png)](https://appsource.microsoft.com/en-us/marketplace/partner-dir/90410ed0-9279-479f-87b7-ba3798a86cae/overview)   ##### PRODUCTS - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) - [UCaaS](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) ##### PARTNERS - [Partners](https://www.univoip.com/why-partner?hsLang=en-us) - [Resources](https://www.univoip.com/resources?hsLang=en-us) ##### COMPANY - [Meet UniVoIP](https://www.univoip.com/meet-univoip?hsLang=en-us) - [Contact](https://www.univoip.com/contact?hsLang=en-us) - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) - [Customer Support](https://www.univoip.com/customer-support?hsLang=en-us) - [Blog](https://www.univoip.com/blog) [Privacy Policy](https://4136637.hs-sites.com/privacy-policy?hsLang=en-us)