Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Omnichannel CX?

Omnichannel CX (customer experience) describes what consumers encounter as they seamlessly move across channels while interacting with a business. The term “omnichannel CX” is typically applied to customer service interactions in which customers can begin in one channel and finish in another without needing to repeat the details of their issue.

As an example, a customer could be interacting from their mobile phone with a support bot on Facebook Messenger. It soon becomes apparent that the customer’s issue is too complex for the bot to resolve, so the customer selects the “talk to an agent” option when the bot suggests it. The customer is connected to a phone agent, who is able to view the bot transcript, eliminating the need for the customer to repeat what she already told the bot.

Omnichannel CX can be highly satisfying. It provides personalized experiences to customers and eliminates the frustration of having to repeat information over and over. Omnichannel CX eliminates friction along the customer journey as customers seek problem resolution. Most consumers expect businesses to provide omnichannel CX but don’t think businesses deliver very well on those expectations.

This low opinion of companies’ omnichannel CX capabilities is likely due to how difficult it is to deliver omnichannel service. It requires sophisticated contact center technology such as:

  • An automated call distributor (ACD) capable of omnichannel routing.
  • Workforce management (WFM) software capable of forecasting volume for all channels and scheduling multi-skilled agents.
  • A unified agent desktop with a universal inbox that enables agents to deliver omnichannel CX within a single interface.
  • Consolidated reporting and omnichannel analytics that provide contact centers with insights about the quality of their omnichannel CX delivery.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

Back to Glossary