There has been a little while since I lasted blogged here. But the one who is waiting for some are gonna get something good.
Omnichannel meens that there are several media who can be queued into your contact center. It can be SMS, email, chat, Facebook, WhatApp, LinkedIN and more. So this is not something new that Microsoft has created. I started in around 2005 to deliver this. So it's quite old but very usefull.