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Multi-channel contacts

Customers today expect to use their preferred method of contact when dealing with your organization. Multi-channel contacts solutions from Bell allow your contact centre to ensure priority service to high-value customers through any communication channel they are using, including phone, email, Web, fax and social media.

Bell's multi-channel contact solutions ensure that contact centre agents have the most up-to-date information on client contact history. As a result, efficiency is improved, call times are reduced and customers are less frustrated because they do not have to keep repeating the same information.

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How we work with you

We start your transition by determining the right multi-channel strategy for you. The experts at Bell help you refine your strategy, taking into consideration your people, processes and technology.

Bell also helps you determine the appropriate technologies for your enterprise by assessing a wide range of factors. We're with you every step of the way, from technology implementation and optimization to technical support and more.


Multi-channel contacts solutions from Bell support various functionalities, including:

  • Email – Incoming email is recognized based on business rules, allowing agents to respond quickly and easily.
  • Chat – Real-time interaction and customer support are facilitated via a user-friendly applet or web interface.
  • Click-to-call – Customers can request a call from a contact centre agent instantly.
  • Call-back – Customer can schedule a call for a more convenient time.
  • Co-browsing – Agents and customers navigate web pages at the same time, providing a helpful and effective customer experience.
  • Social media – Agents interact with customers in moderated and public forums about service offerings and support.

The multi-channel contact solutions also provide intelligent routing capabilities, real-time monitoring and unified customer histories that capture all interactions within your enterprise. Additionally, new communication channels are extremely easy to integrate as needed.


  • Increase customer satisfaction by providing a variety of convenient contact channels
  • Leverage prior technology investments. This solution uses the same infrastructure as your current contact centre solution
  • Increase agent productivity by providing new tools

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Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

At Bell, we constantly test new solutions in our own 310-BELL contact centres. Our clients benefit from our key learnings, giving them access to best practices, new technological trends and the most efficient processes.

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