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Collaboration, Voice & AV · Foundational

Omnichannel

A contact center approach that handles voice, chat, email, SMS and social interactions with shared routing, context and reporting.

Definition

In an omnichannel center, customers can switch channels without repeating information because the platform keeps a unified interaction history. Agents may handle multiple concurrent digital interactions based on capacity settings. Omnichannel differs from multichannel, where channels operate in silos.

Example

A customer starts in web chat and escalates to a voice call, and the agent sees the chat transcript.

Exam tip

Omnichannel implies unified context across channels, not just support for many channels.

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