D365: Multi-Channel vs. Omni-Channel
27 August 2019
"Multi-channel: A multi-channel solution offers two or more channel experiences to customers. Data isn't necessarily shared across channels, and the experience isn't consistent.
- For example, a customer starts a support request via chat but is then transferred to an agent. The customer then has to provide all his or her information again.
Omni-channel: An omni-channel solution offers two or more channel experiences to customers, and the customer experience is consistent across channels. The context of the case and customer is used to streamline the experience across apps.
- For example, a customer starts on a self-service portal but then starts a chat conversation. All the pages that the customer has opened are available to the agent." Reference