Definition
A support model where voice, chat, email, and social channels are unified into one system so an agent has full context on a customer regardless of which channel they used to reach out.
Business Importance
Prevents customers from repeating themselves across channels, which is one of the largest drivers of CSAT loss in fragmented support setups.
Industry Examples
A customer who emails a complaint and later opens a live chat sees the agent already has the full email thread in context.