Architecture where voice, email, chat, SMS, social and other channels share a single customer record and routing engine.
Omnichannel
Architecture where voice, email, chat, SMS, social and other channels share a single customer record and routing engine.
Omnichannel describes a contact center architecture where voice, email, web chat, SMS, WhatsApp, social messages and other channels share a single customer record, a single routing engine and a single agent desktop. 'Multi-channel' (separate channels handled by separate systems) is distinct from 'omnichannel' (unified across channels).
See the omnichannel contact center pillar for vendor comparison.