0%
of customers expect consistent experiences regardless of channel.
Salesforce, 2025.
Omnichannel Journeys 2026
Omnichannel Journeys
Consistent, connected experiences — wherever your customers choose to engage.
- Advanced IVR applications with AI self-service.
- CRM CTI integrations that keep every interaction in context.
- Real-time analytics and automation to orchestrate every channel.
Why omnichannel matters in 2026
Customers demand frictionless switching and leaders need insight that spans every touchpoint.
0%
of contact centres still operate in silos, creating inefficient and frustrating journeys.
Gartner.
0%
higher customer retention for businesses with advanced omnichannel strategies.
Aberdeen.
Executive to agent views in one workspace
Toggle between perspectives to understand how unified journeys deliver value across leadership, operations, and customers.
Use the radio buttons to compare priorities by audience.
Our omnichannel CX capabilities
Explore each capability to see how we orchestrate journeys with your communications platforms, data, and AI.
1Advanced IVR applications
Design sophisticated IVR and multimodal flows that blend voice, chat, and automation.
2CRM & CTI integrations across channels
Synchronise CRM digital, social, and telephony data so agents see the full story in one place.
3AI-enabled chatbots & assistants
Automate repetitive tasks, escalate with context, and hand off to humans seamlessly.
4Cross-channel orchestration
Apply consistent routing, knowledge, and workflows across voice, email, messaging, and digital.
5Real-time analytics & insights
Monitor journeys in-flight with dashboards, alerts, and continuous optimisation.
Interactive journey flow
Hover over each stage to reveal how discovery, design, integration, and optimisation connect.
Discover & align
Journey mapping workshops capture current-state pain points, customer expectations, and business goals.
Design & prototype
Co-design Avaya Experience Portal flows, knowledge bases, and AI assistants that respond in real time.
Integrate & orchestrate
Connect Salesforce CTI, data platforms, and automation so every channel shares the same context.
Optimise & scale
Launch dashboards, feedback loops, and AI-driven recommendations to improve every journey continuously.
Proven outcomes from omnichannel journeys
Organisations that invest in connected journeys see measurable improvements.
0%
retention improvement for omnichannel-ready clients.
0%
cost savings from reduced duplication and efficiency gains.
0%
faster case resolution with unified routing and knowledge.
+0 NPS
higher satisfaction when journeys stay consistent across channels.
FAQs about omnichannel journeys
Expand each answer to learn how we deliver connected customer experiences.
What platforms do you support?
We partner with Avaya, Salesforce, Genesys, AWS, Azure, and Google Cloud, building future-proof omnichannel solutions.
Is omnichannel only for large enterprises?
Not at all — mid-sized organisations also benefit from unified customer experiences.
How long does an omnichannel deployment take?
Timelines depend on complexity, but most projects deliver value in 3–6 months.
What makes your approach unique?
Our blend of strategic consultancy and technical expertise — workshops align priorities, and our engineers deliver.
Ready to connect every customer touchpoint?
Book a Workshop — start with a 30-minute Teams session to explore your journey challenges.