a Top Omnichannel Platforms for Unified Communications in 2025 by Aman Nick | Jul 4, 2025 | Omnichannel | 0 comments
To provide better service to their customers, today’s businesses need new and smarter ways to connect with them . One of the most powerful tools for this is an omnichannel platforms. As we move deeper into the digital age, customers expect quick, consistent, and personalized experiences. That’s why businesses now need strong omnichannel solutions to meet growing expectations and build lasting relationships. In this article, we will explore the top Omnichannel Platforms that are becoming the first choice for businesses in 2025. We will also help you understand which platform suits your business best, and how you can use it to improve customer service and engagement. But before we jump in, let’s understand what an Omnichannel Platform really is because knowing the basics is the first step to making the right choice.
What is an Omnichannel Platform? An Omnichannel platform connects multiple communication channels to help businesses improve their customer service. It integrates services like voice calls, video calls, SMS, messaging, email, document sharing, social media, and live chat — all into a single dashboard. This allows businesses to manage and respond to customers more efficiently from one central place, ensuring a seamless and unified customer experience.
Marketing Benefits of an Omnichannel Customer Experience Platform Higher Engagement Rates: Reaching customers on their preferred channels at the right time boosts open rates, click-through rates, and conversion across campaigns. Improved ROI: Omnichannel platforms enable the creation of targeted, audience-specific campaigns, which helps reduce ad spend and maximize return on investment. Smarter Automation: With built-in automation and AI, marketers can easily set up campaigns that start automatically. When someone leaves items in their cart, visits a website, or opens an email Higher Customer Retention: A smooth, personalized, and responsive omnichannel experience enhances customer loyalty, repeat purchases, and overall lifetime value. Better Customer Relationships: Omnichannel platforms help you give a smooth and personal experience on every channel. Which makes customers happier and more likely to stay with your brand.
Key Features of an Omnichannel Commerce Platform Advanced Analytics & Reporting: Tracks customer journeys, channel performance, conversion rates, and campaign ROI from a central dashboard, helping teams make informed decisions. Multi-Channel Integration: Effortlessly connect your business platform with
CRM systems, applications, helpdesk software, and other essential tools. Giving you a 360° view of every customer interaction. Centralized Customer Data Platform: Consolidates customer information— including purchase history, preferences, behavior, and engagement—across all channels in one unified profile. Customer Support Integration: Enables live chat, email, voice, WhatsApp, and ticketing to be managed within a single interface, ensuring quick and consistent service resolution. Marketing Automation: Delivers behavior-based campaigns (via email, SMS, push, or social) that respond to user actions like browsing, abandoned carts, or purchases.
List of Best Omnichannel Platforms to Help Improve Customer Experience The Telephony Co, Best Omnichannel Platforms The Telephony Co is a robust cloud-based Unified Communication platform designed to support omnichannel customer engagement across voice, SMS, WhatsApp, email, document sharing, and web chat. The platform offers advanced features that enhance responsiveness and improve agent productivity. Offers including a power dialer, call tracking, VoIP, 3CX, multi-level IVR, call forwarding and routing, and CRM integration. It is especially useful for remote and hybrid teams that need secure, anytimeanywhere access to communication tools. Key Features: Unified Communication Dashboard: Manage calls, messages, and chats from one cloud-based interface, reducing tool-switching and improving team productivity. WhatsApp & SMS Integration: Engage customers directly via WhatsApp and SMS using automated flows or live agent responses—all tracked in one place. Click-to-Call & CRM Sync: Connect with leads directly from your CRM using click-to-call and sync call logs, recordings, and notes automatically. Real-Time Channel Switching: Allow agents to switch channels midconversation—for example, move from live chat to a call or from email to
WhatsApp—without losing context. Improves convenience for both agents and customers. 360° Customer View: Get a complete profile of each customer including their communication history, preferences, order status, and previous support tickets across channels. This enables personalized service and faster resolution.
Nextiva, Top Omnichannel Marketing Platforms Nextiva is a platform that brings all your communication channels together on a single dashboard, making it easier to manage customer interactions. It offers advanced features such as messaging, chat, social media , CRM integration ,team conversations, and video meetings providing top-rated services for seamless communication. Key Features: Integrated video conferencing, team messaging, and file sharing promote internal collaboration without the need to switch platforms. Use AI-powered call routing, smart replies, and workflow automation to save time and reduce human error. Detailed call analytics and reporting provide insights into total calls, answered calls, missed calls, call duration, and more. Offers VoIP phone features such as call recording, monitoring, call routing, number porting, call history, and much more.
Exotel If your business needs an omnichannel cloud-based contact center solution. Exotel is one of the best options for small and medium-sized businesses. Its modern features—such as call routing, IVR, power dialer, chat, messaging, integrations, and analytics—help improve customer engagement effectively. Key Features: Engage customers across WhatsApp, SMS, voice calls, and automated IVR systems from one centralized dashboard. AI tools to analyze call sentiment, track keywords, and gain insights into
customer behavior and agent performance. Monitor call volumes, agent status, customer wait times, and SLA metrics live Built on a multi-operator network, Exotel ensures 99.9% uptime with automatic failover to maintain service continuity.
Zendesk, Omnichannel Customer Experience Platform Zendesk is one of the world’s most popular omnichannel platforms, designed to enhance customer experiences for all types of businesses. It offers a wide range of tools through a single, unified interface—such as live chat, video conferencing, email, SMS, screen sharing, and integration with social media platforms. Key Features: Agents can view and respond to customer queries from multiple channels (chat, email, social, phone) in a single view. Support real-time conversations via Zendesk Messaging, integrated across websites, mobile apps, and social platforms like WhatsApp and Instagram. Zendesk supports 40+ languages, making it ideal for global teams with a diverse customer base Zendesk’s Answer Bot handles routine inquiries automatically, suggesting help articles or escalating to human agents when needed.
Knowlarity Knowlarity is a trusted cloud-based business communication provider that empowers businesses to enhance customer interactions. With a single unified platform, it offers services like voice calls, SMS, WhatsApp, IVR, and virtual numbers—making communication seamless and more efficient. Key Features: Create a flexible, hardware-free call center with inbound/outbound calling, IVR, call queuing, agent dashboards, and live monitoring. Send transactional or promotional SMS automatically based on customer actions, schedules, or system triggers, with reliable delivery tracking.
Easily integrate with Zoho, Salesforce, Freshdesk, LeadSquared, and others for unified data and automated workflows. Access call recordings, heatmaps, agent performance reports, and customer insights to optimize service quality and sales efforts.
HubSpot, Best Data Integration Platform HubSpot, widely known in the market for its customer platform, software solutions, and CRM integrations, has recently started supporting omnichannel communication as well. Its Channel APIs allow businesses to integrate any platform used by their customers—whether it’s voice, messaging, chat, or social media—into a single, seamless system. Key Features: Design, send, and automate personalized email campaigns using customer behavior and interaction data, Publish, monitor, and respond to messages on Facebook, LinkedIn, Instagram, and X (Twitter). One unified interface, tracking engagement and ROI. Track omnichannel metrics like lead sources, response time, customer journey flow, and campaign ROI using visual dashboards and detailed reports. HubSpot’s built-in CRM creates a centralized customer database accessible to marketing, sales, and support teams, ensuring consistent service and messaging across all channels.
ActiveCampaign ActiveCampaign is a powerful customer experience automation (CXA) platform that combines email marketing, marketing automation, CRM, and omnichannel messaging into a single, easy-to-use solution. Designed to help businesses build meaningful, personalized customer relationships at scale, ActiveCampaign enables smart automation across email, SMS, chat, social media, and website interactions. Key Features: Send targeted, behavior-based messages via email and text, perfect for nurturing
leads, recovering carts, or sending alerts and offers. Users can create custom landing pages based on their specific needs to capture leads and promote their offers effectively. Through analytics and reporting, users can track their campaigns and identify which ones are performing better. The built-in CRM helps align your sales team by automating follow-ups and managing contacts across all engagement points, including calls and emails.
Twilio Twilio is a big name in the telecommunications industry, providing businesses with all the communication channels they need. It offers messaging, SMS, voice, Chat, and social media in a single platform. Twilio also provides local, national, and toll-free phone numbers across the country. It is ideal for businesses seeking to integrate communication into their existing apps and workflows. Key Features: Improve customer response by using IVR systems, call conferencing, autoattendants, and power dialers to build stronger customer relationships. Fully control the agent interface, allowing you to embed CRMs, customer data, or third-party apps directly into the Flex dashboard. No matter which channel the customer uses to connect with you, all their data will be visible in one place. Supports email, WhatsApp, SMS, web chat, voice, and Messenger out of the box, while also enabling you to build additional channels if required.
Klaviyo Klaviyo is a smart and powerful platform that brings together marketing, customer service, analytics, and data automation in one place. It supports SMS, email, social media, voice, and video calls—enabling all these channels to work seamlessly on a single platform. Whether you are sending an abandoned cart reminder via email, a welcome message over SMS, or retargeting users with Facebook ads. Klaviyo ensures
your message is consistent, timely, and relevant—no matter the channel. Key Features: Access all your communication and marketing data from a single dashboard—no need to switch between multiple tools. Whether it’s SMS, email, WhatsApp, or other channels, you can quickly create and manage multiple marketing campaigns with ease. Klaviyo offers over 360 integrations, allowing you to connect with your preferred tools effortlessly. Track customer satisfaction, campaign performance, and agent productivity directly through the dashboard for better decision-making.
Zoho One, All in One Communication Platform Manage your entire business from one place with Zoho One, a powerful cloudbased software suite. Zoho offers top features that help improve customer communication, including email, phone, live chat, SMS, social media. Its also offer web forms, voice and video calls, screen sharing, and create your own website. Key Features: Track all customer interactions across departments in one place—calls, emails, chats, tickets, campaigns—for a 360° customer view. Integrates with Zoho Desk for seamless ticket creation from any channel (chat, email, call), ensuring fast, consistent support experiences. Zoho built-in AI, helps by predicting sales trends, suggesting the best time to contact leads, automating tasks, and spotting unusual customer behavior. Omnichannel Communication Connect through email, phone, live chat, and social media.
How to Choose the Best Omnichannel Platform for Better Customer Service
Define Your Goals: Before choosing an omnichannel platform, clearly identify what you want to achieve. Whether it’s improving customer experience, increasing sales, streamlining communication, or enhancing team productivity. Check Channel Support: Please check whether it supports the channels your customers are using. Ease of Use: The platform should have a simple and user-friendly interface so that agents don’t face any problems while using it. Customer Support & Training: Check how their customer support and training services are, so that if you need help in the future, they’ll be able to assist you properly. Check Price: Compare the pricing with other omnichannel providers to see what features and services they are offering at similar or different price points. Read Customer Reviews: Read customer reviews on platforms like Trustpilot, Capterra, G2, Google Reviews, SoftwareWorld, and others. That understand what users are saying about the provider’s services. Integration Capabilities: Also check whether the omnichannel platform can be integrated with your existing CRM, tools, or applications.
Final Thought Customer expectations will continue to rise, and delivering a connected, personalized experience will be key to success. Choosing the right omnichannel platform can drastically improve customer engagement, brand loyalty, and overall business performance. Evaluate your business needs, explore the top platforms mentioned above, and invest in the solution that empowers your team and delights your customers.
FAQs About Omnichannel Platforms What is the main difference between multichannel and omnichannel platforms? Multichannel platforms allow businesses to interact across multiple channels, but those channels often operate in silos. Omnichannel platforms, on the other hand, integrate all channels to provide a seamless and unified customer experience.
Why do businesses need an omnichannel platform?
What types of channels can be integrated into an omnichannel platform?
How do omnichannel platforms improve customer engagement?
Do omnichannel platforms offer automation features?
How much does an omnichannel platform cost?
What should I look for when choosing an omnichannel platform?
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