Improvements in communications technology has seen the expansion of means by which organisations can give their customers accessibility to their services. For many organisations the strategic choice to be accessible on multiple channels is probably an internally driven strategy but for an increasing number of orgainisations the drivers come from external pressure in the competitive environment. But, what are the benefits and disadvantages of operating a multiple access channel strategy for organisations? Are the cost implications justifed by performance in terms of revenue and is there still a place for 1 access chanel businesses in the “smart communications” world?