Omnichannel means handling customer interactions across multiple communication channels (voice, chat, SMS, social, email) in a unified way.
Why it matters:
- Customers expect to connect on their preferred channel.
- Agents see the full conversation history, regardless of platform.
- Prevents customers from having to repeat themselves when switching channels.
Pro tip: Omnichannel is different from multichannel — true omnichannel links all channels together.
« Back to Glossary Index