The 15 Best Omnichannel Customer Experience Platforms

Your customers don’t think in channels as part of an omnichannel strategy. They just expect everything to work.

And if you aren’t giving them a smooth experience across platforms, you’re making it easier for your customer to say yes…to your competition.

So what should you expect from a top-tier omnichannel platform in 2025 that enhances customer relationships ?

Here are the main takeaways:

TL;DR

• An omnichannel customer experience platform helps you deliver consistent, personalized experiences across every channel: email, web, app, in-store, and more.
• The best platforms unify customer data, support AI-driven personalization, and enable real-time engagement across multiple communication channels.
• Look for tools that integrate seamlessly with your existing tech stack and scale with your business.
• In 2025, leaders like Voyado stand out as an AI platform for omnichannel customer experience, combining CRM and loyalty features with automation and customer insights.
• We’ve compared 15 top platforms so you can find the one that actually meets your customer expectations and fuels your growth.

But this isn’t just a software purchase. Something isn’t working, and you want to truly serve your customers.

Here’s what a true omnichannel customer experience platform is, and how it can help you bridge the gap to deliver a seamless customer experience.

What is an omnichannel customer experience platform?

An omnichannel customer experience platform connects every customer touchpoint across online, offline, and everything in between into one seamless system.

• It doesn’t just track interactions. It understands them.
• It responds in real time.
• It makes every experience feel connected.

Omnichannel vs. multichannel: What’s the difference?

Multichannel platforms often manage each channel separately, like email, chat, or social, making it difficult to handle customer inquiries. That leads to fragmented experiences and inconsistent messaging.

Omnichannel platforms do it differently. They create a unified view of each customer by combining data from:

• Email campaigns
• Website behavior
• Mobile apps
• In-store visits
• Support chats
• Loyalty programs

The result:

A consistent, personalized experience involving personalized interactions, no matter where or how your customer engages.

That’s the foundation. However, not every platform delivers on this promise.

A strong omnichannel customer experience system connects customer interactions across every touchpoint, from web and mobile to in-store and support.

Let’s take a closer look at the top omnichannel customer experience platforms available today and what makes them worth your time.

Looking ahead:

The next evolution for retail is already on the horizon: unified commerce. While omnichannel connects your channels, unified commerce connects everything – all systems, all data, all in real time. It’s the next step for brands ready to break down every last barrier between online and offline. (Watch this space for our take on what unified commerce means for the future of retail.)

The top 15 omnichannel customer experience platforms for modern brands (2025)

Some tools say they’re omnichannel but leave you juggling disconnected systems. Others can’t keep up with how customers actually behave.

These platforms are different. They’re built to deliver consistent, personalized experiences across every channel, allowing you to deliver personalized support .

Let’s start with Voyado.

1. Voyado

Voyado is an omnichannel marketing platform built specifically for retail and e-commerce brands. It helps teams deliver personalized, loyalty-driven experiences across every channel, all from one unified system.

Best for:

Retail and e-commerce brands that want deep personalization, built-in loyalty tools, and full control over the entire customer journey.

Core features:

Voyado combines customer data, engagement, and loyalty into a single platform. It unifies customer interactions across digital and in-person channels, making it easier to deliver a consistent experience at every touchpoint.

Key strengths include:

• Native CRM and loyalty integration
• Real-time customer segmentation
• Unified data view across multiple communication channels
• Multilingual support for global retailers
• Built-in campaign management across email, SMS, mobile, and more

AI & automation:

Voyado uses AI to power personalized recommendations, dynamic content, and predictive segmentation. Automation flows help you engage customers based on behavior, lifecycle stage, or individual preferences without needing multiple tools or manual work.

Pricing:

Voyado offers custom pricing based on your needs and scale. You’ll need to book a demo to explore features and get a tailored quote.

Customer feedback:

Users often highlight Voyado’s ease of use, excellent support team, and strong results across retention, engagement, and customer satisfaction. Brands also value the ability to act on real-time customer data without switching tools.

2. Zendesk

Zendesk is a customer service platform built to manage support across email, chat, phone, and social from one dashboard.

Best for: Support teams that need fast, scalable ticketing across digital channels.

Core features & AI:  Zendesk centralizes customer inquiries into a shared inbox and offers automations for routing, tagging, and resolution. Zendesk AI supports chatbots, response suggestions, and ticket classification.

Pricing: Starts at $55 per agent per month.

Customer feedback: Users appreciate the quick setup and UI. Some note limitations when scaling support or personalizing experiences.

3. Salesforce Service Cloud

Salesforce Service Cloud is a powerful support solution within the Salesforce ecosystem, offering deep integrations across service, sales, and marketing.

Best for: Large or complex organizations already using Salesforce across departments.

Core features & AI: Offers omnichannel routing, knowledge management, case workflows, and sentiment analysis. Einstein AI powers chatbot support, case classification, and automation flows.

Pricing: Starts at $25 per user per month, with advanced features available in higher tiers.

Customer feedback: Customers value flexibility and visibility, but mention setup complexity and maintenance demands.

4. Kustomer

Kustomer is a customer service platform focused on giving agents a full timeline view of customer activity across all channels.

Best for: Mid-size to enterprise support teams that need strong customer context and visibility.

Core features & AI: Offers an omnichannel inbox, unified timelines, and native CRM features. AI handles sentiment analysis, routing, and response suggestions.

Pricing: Custom pricing only. Requires a demo for access.

Customer feedback: Users like the timeline view and intuitive interface, but note that it may lack flexibility for more complex CX needs.

5. Freshdesk

Freshdesk is a cloud-based support platform by Freshworks, designed for fast-growing teams that need simple, affordable service tools.

Best for: Startups and mid-sized teams that want a quick, low-cost support solution.

Core features & AI: Centralized ticketing, phone/chat support, and canned responses. Freddy AI offers ticket prioritization, chatbots, and routing automation.

Pricing: Free plan available; paid tiers start at $15 per agent per month.

Customer feedback: Customers enjoy the intuitive interface but mention scaling and customization limitations.

6. HubSpot Service Hub

HubSpot Service Hub is the service layer of HubSpot’s CRM suite, built to manage customer support, feedback, and engagement.

Best for: Small to mid-sized businesses already using HubSpot or looking for an all-in-one platform.

Core features & AI: Offers shared inboxes, ticketing, customer portals, and automation workflows. AI supports content suggestions and basic routing automation.

Pricing: Free tier available. Paid plans start at $45 per user per month.

Customer feedback: Customers appreciate ease of use and CRM sync, but some find it lacks power for complex CX needs.

7. Oracle CX

Oracle CX is a suite of enterprise tools for managing marketing, service, sales, and commerce experiences.

Best for: Enterprise organizations with complex, data-heavy CX workflows.

Core features & AI: Offers omnichannel case management, behavioral tracking, AI-driven knowledge bases, and predictive service tools.

Pricing: Custom pricing only. Requires consultation.

Customer feedback: Users highlight flexibility and scale, but note high costs and a long learning curve.

8. SAP Customer Experience

SAP Customer Experience supports unified service, sales, and marketing for global enterprise environments.

Best for: Large enterprises with global footprints and integration needs.

Core features & AI: Features include SAP Service Cloud, omnichannel support, integration with SAP ERP, and AI for sentiment detection and automated case handling.

9. Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service helps businesses manage support across voice and digital channels with deep Microsoft ecosystem integration.

Best for: Organizations already using Microsoft tools that want centralized CX management.

Core features & AI: Omnichannel workspace with built-in case management, analytics, and AI for routing, virtual agents, and intent prediction.

Pricing: Starts at $50 per user per month. Add-ons priced separately.

Customer feedback: Customers praise the flexibility and data visibility, but flag configuration time and complexity.

10. Intercom

Intercom is a messaging-first support platform built for product-led companies.

Best for: SaaS businesses looking to centralize live chat, onboarding, and product support.

Core features & AI: Includes in-app messaging, bots, product tours, and automation flows. AI powers reply suggestions, summaries, and chat-based routing.

Pricing: Starter plans begin at $39 per month. Pricing scales with usage.

Customer feedback: Teams love the interface and engagement tools, but many mention rising costs and backend limitations.

11. Zoho Desk

Zoho Desk is a help desk platform with strong automation features, especially for teams already using Zoho apps.

Best for: SMBs looking for a customizable, cost-effective support platform.

Core features & AI: Offers multichannel ticketing, SLAs, AI triage via Zia, and CRM integration. Automations handle tagging, routing, and resolution tasks.

Pricing: Free tier available. Paid plans start at $14 per user per month.

Customer feedback: Users appreciate flexibility and pricing, but advanced features take time to master.

12. Sprinklr

Sprinklr is an enterprise CX platform built for managing digital and social engagement at scale.

Best for: Large brands with high social/media volume and complex digital engagement.

Core features & AI: Unifies 30+ channels, including social, email, and voice. Offers case management, real-time sentiment analysis, and AI-powered automation.

Pricing: Custom pricing for enterprise clients.

Customer feedback: Enterprise teams value depth and reach but report a steep learning curve.

13. Adobe Experience Platform

Adobe Experience Platform is a suite of tools for personalized content and customer journey orchestration.

Best for: Enterprise teams prioritizing personalized content and scalable digital CX.

Core features & AI: Includes Adobe Target, Journey Optimizer, and Real-Time CDP. AI supports segmentation, content delivery, and predictive personalization.

Pricing: Custom pricing based on bundled enterprise plans.

Customer feedback: Users love the flexibility and insights, but mention long onboarding and high cost of ownership.

14. Genesys Cloud CX

Genesys Cloud CX is a contact center platform with strong voice, routing, and automation capabilities.

Best for: Global support teams needing robust contact center infrastructure.

Core features & AI: Supports chat, voice, social, and messaging in one workspace. AI handles routing, virtual agents, and predictive engagement.

Pricing: Starts at $75 per user per month. Advanced features cost extra.

Customer feedback: Users value the powerful telephony features but note onboarding complexity.

15. Medallia for Customer Experience

Medallia is a customer experience platform focused on feedback, insights, and experience improvement.

Best for: Enterprises running large-scale VoC and feedback programs.

Core features & AI: Gathers feedback from web, mobile, in-store, and support. AI analyzes sentiment and automates alerts and workflows.

Pricing: Custom pricing based on usage and industry.

Customer feedback: Enterprises appreciate its analytics power but need external tools to close the loop.

That’s a lot of platforms to compare. So let’s zoom in on what really matters and see how Voyado stacks up against the rest.

Voyado vs. competitors: Key differentiators

Voyado checks the right boxes. But what should those boxes be in the first place?

If you’re comparing platforms, these are the features that make the biggest difference.

What matters most in an omnichannel customer experience platform

The right platform drives real results across your entire customer journey. Here’s what to look for.

1. Unified customer data

One profile per customer, updated in real time. No duplicates, no silos, just a complete view.

2. Cross-channel consistency

Your customer should get the same great experience on chat, email, mobile, or in-store. Same tone, same logic, same results.

3. AI and predictive automation

Smart platforms don’t wait for instructions. They spot patterns, personalize at scale, and take action instantly.

This is especially true in retail, where personalization in retail often drives higher engagement and revenue.

4. Journey orchestration

You need tools that respond to real behavior, not rigid funnels.

Great platforms let you guide every step in real-time, and effective segmentation and building customer experiences are key to making that work.

5. Easy integration and scalability

Your tools should work together. Choose a platform that plugs into your stack and scales with your growth.

6. Real-time insights

What’s working? What’s not? Get live answers and adjust fast. Better data means better experiences.

To sum it up: If you’re evaluating a customer experience omnichannel platform, make sure it offers personalization, data unification, and scalability from day one.

Here’s why Voyado checks all the boxes.

Why Voyado excels in omnichannel customer service CX

Voyado isn’t just another omnichannel customer experience management platform.

It’s built to solve the real challenges retail and e-commerce brands face every day.

Here’s what sets it apart:

• Everything in one place: CRM, loyalty, automation, and real-time insights without the silos or tool-switching.
• True personalization at scale: Segment, trigger, and tailor every message based on real customer behavior.
• Retail-first design: Built specifically for omnichannel journeys in e-commerce and in-store environments.
• Fast implementation: Easy to launch, with tools your teams will actually enjoy using.
• Room to grow: Flexible enough to scale with your business and adapt over time.

If you’re looking for an omnichannel marketing platform that works out of the box and grows with you, Voyado is built for it.