An omnichannel contact center manages customer conversations across every channel, phone, email, chat, SMS, and social, in a single platform, so an interaction that starts on chat can continue on a call without losing context.
The difference from multichannel is continuity. Multichannel offers many channels; omnichannel keeps them stitched into one conversation and one record.
Frontdesk unifies every channel into one timeline per contact, so customers never repeat themselves and agents always have the full history.