Omnichannel means the customer can switch between channels mid-conversation, start a chat, finish on a call, follow up in email, and the context follows them. The agent (human or AI) on the new channel sees the prior history without the customer having to repeat themselves.
Most legacy CX systems are 'multi-channel', they support every channel, but each channel is a silo. The customer who called yesterday and is emailing today is treated as two different people.
An omnichannel AI agent is one intelligence layer over multiple channels. The same context, the same memory, the same agent making decisions. The channel becomes a property of the conversation, not a property of the product.
Vorel runs one agent across voice, chat, email, SMS, and WhatsApp. The customer record in your CRM is the integration point, every channel reads and writes against it.