OMNI Glossary




A communication strategy that provides customers with a seamless and consistent experience across all channels and touchpoints, including email, SMS, social media, phone, and in-person interactions.


A communication strategy that uses multiple channels to reach customers, but may not provide a seamless and integrated experience across all channels.


A communication strategy that allows customers to switch between channels during a single interaction, but may not provide a fully integrated and consistent experience across all channels.


A means of communication used to reach customers, such as email, SMS, social media, phone, or in-person interactions.


Any point of contact between a customer and a company, such as a website, social media, phone call, or in-person interaction.


Application Programming Interface. A set of protocols and tools for building software applications that allow different systems to communicate with each other.


A computer program designed to simulate conversation with human users, typically used for customer service or information acquisition.


Customer Relationship Management. A software system used to manage interactions with customers, including tracking customer data and communication history.

Customer journey

The complete set of interactions and touchpoints that a customer experiences when interacting with a company, from initial awareness to post-purchase support.


The process of tailoring communication and marketing messages to the specific needs, preferences, and behaviors of individual customers.


The process of dividing customers into distinct groups based on shared characteristics, such as demographics, behavior, or preferences.


Short Message Service. A text messaging service used to send and receive messages between mobile devices.

Social media

Online platforms and tools used to share content and interact with other users, such as Facebook, Twitter, LinkedIn, and Instagram.

Voice assistant

A software program that uses voice recognition and natural language processing to provide information and perform tasks for users, such as Apple’s Siri or Amazon’s Alexa.


A real-time communication tool that allows customers to chat with customer service representatives through a company’s website.