Customer conversations across voice, messaging, and chat — from one place.
MCC Omnichannel connects WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, Email, Website Chat, and Voice into a single agent workspace. Agents handle every customer conversation — on any channel — without switching between separate tools. All channels are managed from one interface, with customer history visible across every channel.
Multiple channels. One workspace for your team.
MCC Omnichannel is a multi-channel communications workspace that connects WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, Email, Website Chat, and Voice into a single agent interface. Agents manage every customer conversation from one place — rather than logging into separate tools for each channel.
Conversation threads are organized by channel and contact. When an agent opens a conversation, the customer's prior interactions across all channels are visible — so agents understand the customer's history before they respond. Customers are not asked to repeat context they already provided on a different channel.
A business offers multiple communication channels — but each channel operates separately. Customers must re-explain their situation when switching channels. Agents use different tools per channel.
Channels are brought together so agents see customer conversations across all supported channels in one workspace. Customers are less likely to need to repeat context when they use a different channel.
Every channel your customers use — one workspace for your team
MCC Omnichannel connects customer communication channels into a unified agent workspace. Agents handle all channels from one interface — no switching between separate tools.
Website Chat
An embeddable live chat widget lets customers start a conversation directly from your website. When a visitor clicks the chat icon, the conversation routes to an available agent in the MCC workspace. Agents see the customer's message history and reply in real time. Website Chat is how you capture customers at the moment they have a question — before they leave the page.
WhatsApp is the world's most widely used messaging platform. MCC Omnichannel connects your WhatsApp Business number to the agent workspace — so when a customer sends a WhatsApp message, an agent receives and responds from the same inbox they use for every other channel. The customer's full conversation history is visible alongside any prior interactions from other channels.
Instagram Direct Messages from customers are received in the MCC Omnichannel inbox alongside conversations from every other channel. Agents respond to Instagram DMs without leaving the workspace. Customer profile context and prior conversation history are displayed alongside each message — agents know who they are talking to before they type a reply.
Facebook Messenger
Facebook Messenger conversations from your Facebook Business Page are delivered directly to the MCC workspace. Agents respond from within the same interface they use for voice calls and other channels. Conversation threads are organized by contact so agents always see the customer's full history, regardless of when the last Messenger conversation happened.
Telegram
Telegram is a popular messaging platform particularly used in technology, international business, and privacy-conscious markets. Telegram conversations are received and managed from the MCC workspace alongside all other channels. Agents handle Telegram messages using the same workflow they use for WhatsApp or website chat — no additional tools or logins required.
SMS
SMS conversations are managed inside the MCC Omnichannel inbox — not as a standalone messaging product. When a customer texts your business number, the message appears in the agent workspace alongside their interaction history from other channels. Agents reply by text from the same interface. SMS within Omnichannel preserves thread history so agents always have context before responding.
Email conversations are integrated into the MCC Omnichannel workspace — so agents handle email support tickets and customer emails from the same interface as their chat and messaging channels. Threads are organized by contact and linked to interaction history across all channels. An agent who handled a customer's WhatsApp question last week sees that history when an email from the same customer arrives today.
Every conversation, every channel — one customer record
When an agent opens any conversation in MCC Omnichannel, they see the customer's prior interactions across all channels — not just the current one. A customer who called last week, sent a WhatsApp message yesterday, and is now chatting on the website arrives with their full history visible.
Customer contacts via any channel
The customer sends a message, starts a chat, or makes a call from any supported channel — WhatsApp, Instagram, SMS, email, website chat, Facebook, Telegram, or voice.
MCC routes to the right agent
Routing rules assign the conversation to the correct agent or team based on the channel and configuration. Routing ensures the right person handles each conversation type.
Agent sees the full picture
Before responding, the agent sees the customer's complete interaction history across all channels. There is no need to ask the customer to repeat context from a previous conversation.
Conversation stored for next time
When the interaction is resolved, it is stored in the customer's record. The next agent who handles this customer — on any channel — sees the full history including today's conversation.
How customer conversations reach your team
When an agent opens a conversation, prior threads from the same contact may be visible in the workspace — so agents can review context before responding.
What agents see and do
Agents working in MCC Omnichannel have a single workspace that surfaces conversations from all supported channels. Rather than switching between a phone interface, a separate SMS app, and a chat tool, they manage everything from one screen.
See all active conversations
The Chat and Inbox workspaces show all open conversations across supported channels. Agents can filter by channel or see all channels together.
View prior interaction threads
Prior conversations from the same contact may be visible in the workspace — so agents can review context without asking customers to repeat their history.
Respond and transfer
Agents respond within the channel the customer used. Conversations can be transferred or assigned to other agents as needed.
Omnichannel and Contact Center
Human-agent customer operations
- Inbound and outbound call handling by live agents
- Call queues, skills-based routing, and IVR
- Supervisor tools — monitoring, whisper coaching, analytics
- Quality management and call recording
- Outbound campaigns via Sales Dialer
Multi-channel conversation workspace
- WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, Email, Website Chat, and Voice in one workspace
- Conversations organized by contact across all channels
- Customer interaction history visible before every conversation
- Conversations routed to agents based on channel and configuration
- Works alongside voice as part of the MCC platform
MCC Omnichannel extends the MCC platform to include messaging and chat channels. Contact Center handles the inbound/outbound voice operation. Both use the same routing and agent assignment infrastructure.
AI features available on the MCC platform
MCC offers AI capabilities for voice interactions. AI Agents can handle defined inbound voice and chat interactions. AI Contact Center adds transcription, sentiment analysis, and post-call summaries to human-led voice calls.
Whether and how AI applies to each messaging channel in the Omnichannel workspace depends on your configuration. For channel-specific AI availability, speak with MCC during evaluation.
Common questions about MCC Omnichannel
What is MCC Omnichannel?
MCC Omnichannel is a multi-channel communications workspace that brings voice, SMS, MMS, and live chat into a single agent interface. Agents handle conversations across supported channels without switching between separate tools. Additional channels such as WhatsApp, Telegram, and fax may also be supported — confirm availability with MCC.
Which communication channels does MCC Omnichannel support?
MCC Omnichannel supports: Website Chat (live chat widget), WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, Email, and Voice. All channels are managed from a single agent workspace. Agents handle conversations from any of these channels without switching to separate tools.
What is the difference between multichannel and omnichannel?
Multichannel means a business offers several communication options, but each operates separately — customers must re-explain their situation when switching channels. Omnichannel means channels are brought together in a shared workspace, so agents see a customer's history across channels and customers are less likely to need to repeat context.
How does MCC Omnichannel relate to Contact Center?
Contact Center is MCC's product for human-led inbound and outbound voice operations — call queues, routing, supervisor tools, and analytics. Omnichannel extends the platform by bringing messaging and chat channels into the agent workspace. Both use the same routing and agent assignment infrastructure.
Does MCC Omnichannel include routing for chat and messaging channels?
Incoming conversations across supported channels are routed to available agents or queues. For specifics on how routing rules apply to each messaging channel, speak with MCC during evaluation.
Omnichannel connects to the rest of the MCC platform
Bring your communication channels together.
Voice, SMS, and live chat — managed by your team from one workspace. Additional channels available depending on your configuration.