What is an Omnichannel Contact Center? An omnichannel cloud contact center is a customer service function that uses cloud-based contact center software to manage your customer interactions across multiple channels. These channels include phone, chat, email, text (SMS), and social media.

Omnichannel refers to a seamless, integrated approach to sales, support, and service across multiple channels, including online, in-store, and mobile. Omnichannel ensures a cohesive and personalized experience for customers, regardless of how or where they interact with a brand.

An omnichannel cloud contact center is a customer service function that uses hosted, cloud-based contact center software to handle interactions with customers from multiple channels in a way that allows customers to seamlessly switch back and forth across channels.

Call Center in 3CX The Unified Communications solutions in 3CX PRO edition includes a Call Center module that does almost everything. Callers are automatically identified and routed to the first available agent and linked to a customer record which pops-up on the screen and is logged as call records in the CRM package.