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Perhaps the difference between omnichannel and multichannel is best described simply like this: Multichannel means multiple channels of communication. Let’s try again: Multichannel means communicating in different ways. Either way what you should remember is multichannel – good, omnichannel – better. solutions ).
Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% rate of AI-automated interactions. This is especially true for those cutting-edge companies that have wisely made multichannel communication a central part of their support model.
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