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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Omnichannel Support

Omnichannel support is a customer service method in which a brand makes itself as available as possible to customers across channels like voice, live chat, social media, or even SMS text. Not to be confused with multichannel support, omnichannel support strategies take advantage of multiple modes of communication that work together toward the ultimate goal of creating a seamless support experience for customers.

While multichannel support also involves touchpoints across various channels, omnichannel support strategies are customer-centric, connecting the support experience across whichever channels the consumer is using to prevent service gaps or overlap. Through this holistic approach, omnichannel strategies can reduce miscommunication and redundancies between channels and create a more consistent experience for customers however they happen to connect with a brand.

Customers don’t want to constantly repeat their info and reason for calling when they are seeking fast, helpful support — that’s where the consistency of an omnichannel support strategy can help. By creating a connected experience that shares information across channels, brands put the customer first so they listened to and cared for, no matter how many times they may need to be transferred or escalated.

Simply offering multiple channels of support isn’t enough. By offering personalized, omnichannel support for customers, companies can bolster relationships, increase engagement, and safeguard future business and brand advocacy.

Since forming long-term relationships with customers requires more than just offering multiple channels of support, it’s important that your omnichannel strategy is as meticulous as it is wide-reaching. That’s why SYKES offers partners a full suite of inter-connected, customizable engagement and support services such as:

  • Voice
  • Email
  • Web-based chat
  • Self-service
  • Messaging (SMS and in-app)
  • Social media

In addition, SYKES support can expertly keep track of customers regardless of how they choose to engage with your brand — applying customer data and tailored solutions to strengthen customer relationships.