General Customer Experience & Contact Center FAQs

How is omnichannel different from multichannel? And can you define each?

Omnichannel integrates all customer communication channels into a single, seamless experience, ensuring context follows the customer across touchpoints. Multichannel offers multiple channels, such as phone, chat, and email, but they operate independently without shared context.

Why does this matter?

Omnichannel provides a consistent experience across every interaction, while multichannel can lead to repeated information and disconnected service.

Which approach is better for CX?

Omnichannel is preferred because it connects data and conversations, reduces friction, and enhances personalization throughout the customer journey.

Learn more about delivering seamless experiences

General Customer Experience & Contact Center FAQs