# Omnichannel

Concept · [Business and metrics](https://ecosystem.samcarlton.com/business)

Also called: omni-channel, multichannel, multi-channel

Handling a customer across every channel, such as phone, email, chat, text and in person, as one connected experience with shared history.

**For example:** A customer starts a question by chat and finishes by phone, and the [agent](https://ecosystem.samcarlton.com/ai-agent) already sees the chat.

## Connects to (4)

- [CRM](https://ecosystem.samcarlton.com/crm): Customer relationship management.
- [Business process outsourcing](https://ecosystem.samcarlton.com/business-process-outsourcing): Hiring an outside firm to run a business function, such as customer support, billing or data entry.
- [User journey](https://ecosystem.samcarlton.com/user-journey): The sequence of steps a person takes to reach a goal with a product, from first contact to done, including what they think and feel along…
- [Sentiment analysis](https://ecosystem.samcarlton.com/sentiment-analysis): Using software to classify the tone of text or speech, such as positive, negative or neutral, often across many customer messages at once.

Map view: https://ecosystem.samcarlton.com/omnichannel