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A detailed report into

Why You Need an Omnichannel Strategy

So you can create a seamless customer experience

Why are we talking about omnichannel?

Omnichannel isn’t a new term. It has been bandied about the contact industry for many years now. However, few companies have truly adopted the philosophy into their contact centre operations. Joining up your customer service channels, after all, is not an easy challenge.

But customers are now demanding more

“But I've just told the last Agent all this, don't you have it on file?”

“Please don't transfer me to someone else, I don't want to tell my story all over again.”

“No, I don’t want to call someone else, I want to resolve this now.”

Adopting an omnichannel approach

So what should companies consider when moving to a truly omnichannel approach? What processes and technology need to be in place from the outset so you can move customers seamlessly from channel to channel?

How do you go about hiring and training agents to read client’s history and resolve questions and complaints quickly? And which global brands are leading the way?

Your omnichannel toolkit

In this eBook, you’ll learn:

  • What is omnichannel?
  • What’s the difference between “multichannel” and “omnichannel”?
  • Why is the current landscape good for omnichannel?
  • What the experts say
  • What you need to deliver omnichannel?
  • Global brands doing omnichannel best
  • Get the edge in customer experience

What our expert say

“Few have got their head around it, but many are moving in the right direction. The rise of the Chief Customer Officer is a by-product of the push to create a much better multiple-channel outcome for customers and for businesses.”

Matthew Carracher, General Manager Contact Solutions, Salmat

About Salmat’s Contact Solutions

Many organisations are challenged to achieve business goals whilst delivering great customer experience, Salmat provides highly skilled staff, innovative technology and contact centre expertise to enable businesses to grow and succeed.

Our expert team specialises in designing tailored cloud contact centre solutions that ensure your customers can interact with your organisation on the channels they choose at every stage of the customer journey.

We are skilled in setting up and running omnichannel contact operations for both local and international clients across a wide range of industries from Telco, Loyalty, and Financial Services through to Government.

Our technology partners are among the world's most respected customer experience technology brands. Using their technology, we specialise in building scalable operations quickly, which can grow with your business.


All the contact component parts

Salmat’s expertise spans the full range of contact services. Let us help you build your own omnichannel cloud contact centre solution. Our services include:

  • Contact Centres: On-premise, off-site or offshore.
  • On-Demand Contact Centres: Short-term, temporary operations.
  • Virtual Agent Speech: Call routing, voice biometric verification and automation.
  • Virtual Agent Online: Facilitate customer self-service online.
  • Voice of Customer: Net Promoter Score (NPS) customer feedback tool.

About Salmat

Salmat is a marketing services business that helps clients with the constant pressure of acquiring customers, week-in, week-out. With media, digital and customer service capabilities, we manage the fundamentals to ensure this happens like clockwork.

Download report

"Omnichannel Strategy report"