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Omnichannel Contact Center

5 Steps to Building an Omnichannel Contact Center

Gain exclusive access to a special report presented by UniVoIP and CCW Digital, tackling the necessary steps to create an omnichannel contact center.


  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 Steps to building an omnichannel contact center
  • Omnichannel assessment tool

Omnichannel seeks to provide the customer the customer with the optimum seamless experience by gathering context and information across all engagement channels throughout the entire customer life-cycle. Supporting multiple channels within a single interaction is the complete omnichannel customer experience; and one that is expected by today’s customers.

Chris Vuillaume | UniVoIP

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About the author:

Brian Cantor | Principal Analyst, CCCW Digital Director

Brian Cantor is the principal analyst for the IQPC Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s executive and special report series.

Brian additionally serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 170,000.

A passionate advocate for customer centricity, Brian regularly speaks on major CX conference agendas — he recently participated in an expert panel at IBM’s Future of the Call Center Summit. He also advises organizations on customer experience and business development strategies.