Omnichannel routing

Omnichannel routing is a customer service approach that seamlessly connects multiple communication channels, such as phone calls, emails, live chats, and social media. When a customer reaches out for help, omnichannel routing ensures their request is directed to the most suitable agent, regardless of the platform they choose. This creates a smooth experience, as customers can start a conversation on one channel and continue on another without losing context. The goal is to provide efficient, personalized support, enhancing customer satisfaction and improving overall service quality.