A single customer view (also called a 360-degree view) brings phone, SMS, email, chat, and forms into one timeline per contact, so anyone on the team sees the full history.
Fragmentation is the enemy. When the call lives in one tool and the email in another, no one has the full picture and customers repeat themselves.
Unifying every channel automatically is the core of an AI CRM. In Frontdesk, this is handled automatically: the AI listens to every call, reads every text and email, and updates the record without anyone typing it in.