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Glossary

Omnichannel customer service

Omnichannel means every channel you use to talk to customers – phone, web chat, messaging apps, and email – runs in one system. Each customer has a single history, and calls and messages are routed to agents by the same rules. So a customer can start in a messaging app and continue by phone without repeating anything.

Why it mattersCustomers don't repeat themselves when they switch channels, and you see the full conversation history.

Also called: Omnichannel, Omnichannel contact center, Omnichannel support

Comparison

Omnichannel vs multichannel

Both can include the same number of channels. The difference is whether those channels are connected.

MultichannelSeveral channels, each living in its own software. Queues and histories are separate, and customers start from scratch in every channel.
OmnichannelAll channels in one system: one customer record, one set of routing rules, and shared reports. The agent sees what the customer wrote and called about before.

How it works

What it takes

  • One workspace: agents handle calls, chats, and email from a single screen
  • Shared routing: calls and messages are distributed by the same rules (ACD), based on skills, priorities, and workload
  • One history: every interaction is linked to the customer record
  • Concurrency rules: for example, one call or up to three chats per agent
  • Reports per channel and overall: service level, average handle time, and first contact resolution
  • Bots and AI agents: they answer first and hand the conversation to an agent with full context

Example

Example

In the morning, a customer messages you that a delivery is late. The chatbot finds the order and hands the conversation to an agent along with the order number. In the evening, the customer calls. The platform recognizes the phone number, and the morning's chat is already open on the agent's screen. The customer doesn't have to repeat the order number or explain what happened.

In CONTACT.WORK

How it works in CONTACT.WORK

CONTACT.WORK agents see calls and messages from WhatsApp, Facebook Messenger, Instagram, Telegram, web chat, and email in one window. Messages are routed by the same rules as calls, and everything comes together in a single customer timeline. An AI agent can answer first and hand the conversation to an agent with context. External systems, including your CRM, connect to the platform through the API and webhooks. Quality is reviewed across all channels, and customers can request a callback in chat or through a web form. The platform runs in our cloud or on your own servers.

More

Where to use it

Omnichannel chat Bring messaging apps, web chat, and email into one window Learn more Chatbots Hand routine chat questions to a bot Learn more Reports Compare channels by volume and response time Learn more

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Glossary

Related terms

Call queue – callers waiting to be answeredChatbotSkills-based routingFCR – first contact resolutionCRM – customer relationship management

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →