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Multi-Channel

The use of several channels to offer customer service.

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This approach seeks to use as many channels as appropriate to enable customers to get in touch for service and sales. It includes agent-assisted and self-service channels which can be integrated to work together for a smoother customer journey. One difference between Multi-Channel and Omni-Channel services is that Multi=Channel services may not be joined up, so when a customer uses different channels the information may not be shared, either in real time or historically.

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