Communications is a part of business and omnichannel contact center solutions helped bridge the divides that social media, chats and messengers brought in their wake. Now, the new paradigm steers towards blending into ecommerce as well and could well be the future unified ecommerce platform.
Omnichannel ecommerce a logical progression
These days call center software is usually integrated with a unified control dashboard for unified communication across all channels including specific social media channels. The buyer journey is omnichannel. It is a logical progression for omnichannel contact center software to evolve into an ecommerce system with a few plugins and modifications. What remains is integration of shopping cart, order execution, payment and tracking and that is not a challenge for experienced developers of call center software.
Easier management
Call centers had a hell of a time tracking customers across various channels until omnichannel came along. The same thing applies to ecommerce where agents may need to log into different systems to service customers. Transforming ecommerce into this evolution simply fuses all the control dashboards into a single unit for ease of management. Changing over to this model in the ecommerce context also includes brick and mortar shopping. At the same time it is possible to have faster inventory management with same day shipping by integrating warehouse management module. Shoppers too have it easy since they may initiate a buy from their facebook page. In a word, omnichannel powered ecommerce can result in more conversions.
Integration is the key
The transformation from segmented ecommerce to unified omnichannel ecommerce depends on integration and software development skills of the developer of omnichannel contact center software. For them, it should be a breeze to integrate APIs that link together diverse segments like POS, shipping, payments, inventory, CRM and accounting into a unified ecommerce platform with omnichannel capabilities. Integration is far better than developing new systems from scratch since an ecommerce retailer may already have an ecommerce platform, CRM and accounting. It is just a matter of integrating omnichannel to these modules.
Integration brings along a lot of benefits and features contained in the contact center solution such as communication on any channel, IVR and WebRTC video chat. The last feature can raise ecommerce to new heights of customer delight. It is akin to transforming a street car into a race car with improved performance across the board and even agents as well as ecommerce owners delight in the performance of a feature rich solution.
Source: https://hodusoftsite.wordpress.com/2019/01/22/is-the-omni-channel-software-one-complete-e-commerce-system/