Telephony and video calling are the voice channels. Here you have 1-to-1 personal contact because you hear and/or see each other. Social media, live chat, chatbots and e-mail are written channels. Here all interactions take place in written form. Less personal, but convenient because it can be done faster in between.
As a company, you want to offer both types of channels, in whatever form, priority and accessibility. This contributes to the image of your brand. Sound of Data partners with Seamly, which offers the conversational interface in your contact center.