Glossary

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There is currently 1 name in this directory beginning with the letter O.
O
Omni-channel communication
Messages sent out over different channels, where the customer service agent has a full view of all conversations that took place. For example, a consumer might begin a conversation through a chatbot on a website, and then move the conversation at a different time to WhatsApp or SMS. The agent working with the customer would have a full view of all conversations that took place previously, so that the customer does not need to summarize previous conversations.