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 is a term used in ecommerce and retail to describe a business strategy that aims to provide a seamless shopping experience across all channels, including in store, mobile, and online.

For example, someone might choose to contact customer support via a chatbot. If their issue is going to take a long time to resolve, they might be given the option to receive their response as an email. Or, they might be referred to a live agent they can talk to via chat or phone.

What is an Omnichannel Cloud Contact Center? 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.