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Multichannel Support

A multichannel support has customer service outsourcing agents who providing support across multiple customer communication channels. The key differentiator of this support from omnichannel support is channels are not integrated.

Customer service outsourcing agents are dedicated to providing support and interaction at a particular channel. This type of support is beneficial for companies that are channel-focused and exclusive in terms of engagement and would prefer interactions and data coming from different channels to be independent of one another.