Glossary
Omnichannel contac center is a contact center that provides multichannel communication platform for users and provides integrated reporting for managers for all contact channels.
The main difference between omnichannel call center and multichannel call center are reporting capabilities. In multichannel contact center, reporting is provided separately for each channel, while for omnichannel call center it means that you get one report that includes data about all contact channels, and what’s more important, it also shows how these channels interact with each other. The main difference between omnichannel call center and multichannel call center are reporting capabilities. In multichannel contact center, reporting is provided separately for each channel, while for omnichannel call center it means that you get one report that includes data about all contact channels, and what’s more important, it also shows how these channels interact with each other.
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