List customer entry points
Include voice, WhatsApp, website chat and supported social enquiries. Identify the business accounts, teams and operating hours associated with each channel.
Explore related capabilityCALLIFONY RESOURCES
Omnichannel Readiness Checklist
Inventory your channels, owners and handovers before you connect them. A practical omnichannel checklist for contact center teams.
PRACTICAL GUIDANCE
A useful starting point for your team
Use this guide with a representative enquiry from your own operation. The checklist is intended to support your evaluation and team discussion; confirm the specific capabilities, dependencies and configuration with Callifony.
Agree continuity and assignment
Define which information should follow the conversation and how ownership moves between teams. Review customer matching, access and CRM requirements.
Explore related capabilityTest a cross-channel enquiry
Choose a journey that begins on one channel and continues on another. Check whether the agent has the required context and whether the next step is recorded.
Explore related capabilityUSEFUL ANSWERS
Questions to resolve before the next step
These answers clarify what to review. Discuss the exact configuration and requirements for your operation with Callifony.
Does adding more channels automatically create omnichannel service?
No. Channels need an agreed working process for context, assignment and follow-up. Review how a customer is recognised and how the next team receives the relevant information.