According to Canam Research, 83% of contact centers in the U.S. report using one or more channels in addition to their voice channel. But only 22% of contact centers offer seamless omnichannel conversations that allow customers to switch channels with ease and provide agents with a single unified agent desktop for all channels.

These insights stem from a survey sponsored by Bright Pattern, the leading provider of omnichannel cloud contact center software for innovative enterprises. The survey examined the current state of U.S contact centers' omnichannel conversations and omnichannel quality management. Bright Pattern surveyed companies of all sizes and industries in the 2019 Omnichannel Customer Experience (CX) Benchmark Trend Report.