Omni is one of the agent interfaces available in LeadDesk. It is specifically used when agents need to be able to respond to multiple inbound channels – not just inbound calls, but perhaps also emails, SMS messages or web chat.
If you are providing customer service with multiple channels, Omni lets your agents move between answering calls, emails, and messages to best meet your customers’ needs.
Further reading
If you are an agent wanting to understand how to use the Omni interface, have a look at these articles.