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.

Multichannel support centers have the capability to automate multiple channels of communication. However, unlike omnichannel centers that are integrated, the communications in multichannel centers are not interconnected. This means that agents may not be aware of someone's previous interactions through other channels.