In a contact centre environment, omnichannel refers to the strategy of providing a seamless and integrated customer experience across multiple communication channels. These channels may include voice calls, email, web chat, social media, SMS, and more. 

The goal of omnichannel contact centres is to allow customers to initiate conversations through their preferred channels and maintain consistent service and context when switching between channels. This approach ensures that customers receive a cohesive and personalised experience, irrespective of how they choose to interact with the contact centre. Omnichannel capabilities have become essential in meeting the expectations of modern customers who demand flexibility and convenience in their interactions with businesses.