An omnichannel platform is an orchestration layer that preserves identity, intent, history, and workflow state as a conversation moves across channels. The difference from multichannel tools is simple: multichannel software gives each channel its own system, while omnichannel software makes those channels operate as one connected journey. How many channels can your customers use today, […] The post What Is an Omnichannel Platform and Why It Matters appeared first on Yellow.ai .
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