Businesses are often confused about the terms ‘OmniChannel’ and ‘MultiChannel’. They sound similar, but the customer journey has a completely different result.

– OmniChannel (means ‘all’ channels) unifying all interactions no matter what channel to create one single conversation.

– MultiChannel (means ‘many’ channels) allowing interactions on lots of different channels but these are often ‘siloed’ or separated.

Below we’ve highlighted the main differences in the Contact Centre environment and how this can impact on your customer engagement:


– All communication channels are connected and integrated, providing a seamless experience for your customers.

– Your people have a log of all interactions, no matter which channels the customer has used, maintaining a continuous customer journey.

– A single platform easily creates management reports comparing performance across all channels.


– The ability to communicate with your customers on multiple channels such as SMS, email and telephone.

– Channels are often isolated, so your people do not have any information about the customer’s previous interactions on another channel.

– Management reporting is generated separately across multiple platforms, requiring further administration time to consolidate and produce management information.

The question to ask is: Which strategy works best for your business?

Your customers expect it to be simple to get in touch with your business, but which strategy is right for you?

At Daktela, we work with businesses to understand how they interact with their customers, helping them to choose the right approach and make it cost effective.

Only ever pay for what you use. We understand that one size doesn’t fit all. With our pick and mix approach, you’ll only ever pay for what you use. The best technology at the best price, with the best support

For more information, call 0800 470 2159, email, or use our webchat below.

Steve McSherry, Commercial Director of Daktela UK