---
title: Omnichannel Routing
description: "In contact centers, omnichannel routing is the process of getting a customer conversation from one channel to another. For example: A call center employee answers a phone call and provides excellent service through voice. But when the potential customer is ready to make a purchase, she may prefer to complete the transaction online or through other channels such as live chat, e-mail, or SMS."
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# Omnichannel Routing

 By [Revation Systems](https://blog.revation.com/must-know-contact-center-glossary-list/author/revation-systems)

[![Read More: Integrate with Popular Email and Directory Applications](https://no-cache.hubspot.com/cta/default/7904435/d92d08e3-41a3-4810-b5a4-557c7e4a6226.png)](https://cta-redirect.hubspot.com/cta/redirect/7904435/d92d08e3-41a3-4810-b5a4-557c7e4a6226)

---

In contact centers, omnichannel routing is the process of getting a customer conversation from one channel to another. For example: A call center employee answers a phone call and provides excellent service through voice. But when the potential customer is ready to make a purchase, she may prefer to complete the transaction online or through other channels such as live chat, e-mail, or SMS.

---

[![Read More: Meet Service Level Agreements (SLAs) with Real-Time Contact Center Metrics](https://no-cache.hubspot.com/cta/default/7904435/96a66d6d-976c-4b14-b62c-7bf304355ecd.png)](https://cta-redirect.hubspot.com/cta/redirect/7904435/96a66d6d-976c-4b14-b62c-7bf304355ecd)

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