Omnichannel vs multichannel
Multichannel means a company supports many channels but treats each in isolation: a customer who emails and then chats has to repeat their context. Omnichannel means a single conversation thread or unified contact view, so any agent (or AI) sees the full history regardless of channel.
Why omnichannel matters
Customers regularly switch channels mid-issue (start on chat, follow up on email). Omnichannel reduces customer effort and CSAT loss from re-explaining, and makes AI agents more accurate because they see the full history.