Customer communications are interactions between customers and businesses using various channels spanning digital and in-person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.
Contact centers are usually the front line for customer communication, as they engage in an ongoing dialogue with customers to resolve issues, answer questions, and offer overall support for products and services. Omnichannel customer communication is table stakes in a modern contact center because it provides customers with channel preferences and allows organizations to offer consistent, relevant communications.
