What is the difference between a cloud PBX and an omnichannel platform?

A cloud PBX handles voice calls, including routing, IVR, extensions and recording, whereas an omnichannel platform combines voice with email, chat and sometimes WhatsApp in a single agent interface. Most growing teams start with cloud PBX and move to omnichannel when email volume makes tab-switching painful.

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What is the difference between a cloud PBX and an omnichannel platform?

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