Multichannel communications use several channels, such as email, SMS, print and web, but those channels often operate independently. Omnichannel communications connect those channels so content, context, timing and customer history carry across the entire interaction. This allows a customer to begin in one channel and continue in another without receiving conflicting messages, missing important information or repeating previous steps. Omnichannel orchestration takes this further by using real-time data, business rules and customer behaviour to coordinate the next interaction and automatically move to another channel when needed.
Explore the Ultimate Guide to Omnichannel Orchestration.
