• DELanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Produkte

    Produkte

    • Digital & Selbstbedienung

    • Workforce Engagement Management

    • Routing & Orchestration

    • CX-Analytik

    • Automatisierung

    • Offene Cloud-Platform

  • Lösungen

    Lösungen

    • Konzerne

    • KMU

    • Kundenerlebnis verbessern

  • Serviceleistungen
  • Ressourcen

    Ressourcen

    • Ressourcen-Bibliothek

    • Blog

  • Unternehmen

    Unternehmen

    • Über uns

    • DELanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Kontakt
      • Home
      • Glossar
      • Omnichannel Customer Journey
      View a demo
      Get a quote
      Resource library

      On this page

      • What is Omnichannel Customer Journey?
      • Facilitating omnichannel customer journeys in the contact center
      • Explore Products
      • What can NiCE do for you?

      • SCHEDULE A DEMO

      Möchten Sie mehr erfahren?

      Abonnieren Sie unseren Newsletter

      IN VERBINDUNG BLEIBEN

      © 2025 NICE
      • Terms of Use
      • Privacy Policy
      • Legal

      Stay Connected

      © 2025 NICE

      What is Omnichannel Customer Journey?

      Omnichannel customer journey is the seamless and consistent path customers take while interacting with brands across multiple channels. The proliferation of digital services has increased the number of channels customers can use to to interact with companies. For example, customers can buy products online or with mobile apps, get help from virtual assistants or through a chat session with an agent, and find the latest deals on social media. Additionally, the more traditional venues are still available - store fronts, call centers, and branch offices to name a few.

      The proliferation of channels has been great for customers who value choice and convenience. But customers often don't interact using just one channel - they use different channels to achieve their goals in their omnichannel customer journey. For example, a customer might see a sales ad on social media, click through to the company's website where they check store inventory and download the business's mobile app, and then go into a store to make the purchase, using a coupon from the mobile app.

      This type of nonlinear omnichannel customer journey has created challenges for organizations that previously had their channels in silos. Now, customers expect companies to know them, regardless of channel; operational silos prevent a seamless customer journey. Delivering an omnichannel customer experience means delivering a seamless experience in which all customer touchpoints throughout the customer journey work together in an integrated manner.

      Facilitating omnichannel customer journeys in the contact center

      Contact centers play a key role in facilitating omnichannel customer journeys. Handling interactions such as phone calls, chat, social media posts or messages, email, and text (SMS) is the contact center’s purview. In order to enable omnichannel customer journeys, contact centers need to align their staff and technology to support customers regardless of interaction channel. Agents need to be able to support multiple channels and be digitally savvy. Technology needs to route, manage and report on contacts from multiple channels and support the customer journey across channels. This is challenging, but contact centers that support omnichannel customer journeys are well-positioned to meet customer expectations.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

      Back to Glossary

      Contact us

      If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform