Cyber Times International Journal of Technology & Management

Contact Centers play an important role in one-to-one customer interactions. They provide opportunities to gather information differentiate company products and services and build loyalty between customers. Multi-Channel means multiple ways of accepting and making contacts. The Multi-Channel Contact Centers allow your business to interact with the customers across several channels of communication providing quality service which include traditional phone calls, text/SMS, emails and Web Chats. Multi-Channel Contact Centers allow offer customers a variety of ways to communicate with the business organizations and enable more personalized and well-tailored interactions by which the organization can enhance customer relationships, improve the sales opportunities, reduce cost and optimize customer experience as compared to traditional Call Center. We design and implement a system to support Multi-Channel Contact Center and then present the performance analysis for the system.