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.

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.

Omni-channel customer service aims to provide a seamless customer experience across multiple channels by integrating them within a single system. This gives customer service agents a comprehensive view of a customer's interactions; enabling them to answer queries more effectively and efficiently.

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.