Omnichannel customer communication platforms make it possible to bring together social media, email, SMS, websites, and mobile apps in one place.
For businesses, managing these interactions in a seamless, integrated way is essential.
That is where omnichannel customer communication platforms come in.
These tools empower businesses to deliver consistent, personalized, and timely messages across all customer touchpoints.
This article explores the top platforms for omnichannel customer communication management in 2025, including a strong contender from Africa Arkesel.
What are omnichannel customer communication platforms?
Omnichannel customer communication platforms are tools that allow businesses to manage conversations across multiple channels from one unified system.
Instead of handling SMS, email, social media, voice, and chat separately, these platforms integrate everything into a single dashboard.
With an omnichannel platform, businesses can:
Track the entire customer journey across channels
Provide context-aware responses
Deliver consistent and personalized messages
Avoid the silos and confusion of multichannel communication
In short, omnichannel platforms don’t just make you available on multiple channels.
They make those channels work together seamlessly, so customers feel recognized and valued no matter how they reach out.
Key benefits include:
i) Improved customer engagement
ii) Streamlined customer service
iii) Better conversion rates
iv) Centralized data and analytics
v) Enhanced personalization
Top omnichannel customer communication platforms in 2025
Let’s look at the platforms leading the way in omnichannel communication this year.
1. Arkesel
Arkesel is an efficient Ghanaian-based communication platform rapidly expanding across Africa.
It provides reliable, cost-effective tools for SMS, voice messaging, email marketing, and WhatsApp Business API integration.
Features:
i) Bulk SMS campaigns
ii) 2-way messaging
iii) Voice calls and OTP
iv) Email campaigns
v) WhatsApp integration
vi) APIs for developers
vii) Real-time delivery reports
viii) Local support is available in Ghana, South Africa, Tanzania, Nigeria, and other sub-Saharan African countries.
ix) Best for: Businesses in Ghana, Nigeria, and other African countries seeking an affordable, mobile-first platform with strong local infrastructure.
Why it stands out:
Arkesel prioritizes local reliability, fast delivery, and flexible pricing, making it ideal for SMEs, NGOs, churches, banks, and schools in Africa.
Unlike global players that may struggle with delivery rates in certain regions, Arkesel’s infrastructure is optimized for African telecom networks.
2. Twilio
Twilio is a global cloud communications platform offering powerful APIs to integrate voice, messaging, and video into web and mobile apps.
Features:
i) Programmable SMS, Voice, Email, and WhatsApp
ii) Contact center platform (Flex)
iii) AI-based customer segmentation
iv) Real-time analytics
v) Best for: Tech-savvy teams and developers seeking highly customizable solutions.
Why it stands out:
Its scalability and developer-first architecture make Twilio ideal for startups and enterprises building complex communication workflows.
You can build your own branded messaging systems, configure workflows, and track every interaction in real-time.
3. Zendesk
Zendesk is a customer service software platform with integrated communication tools, helping businesses manage omnichannel support.
Features:
i) Unified ticketing across email, chat, social media, and phone
ii) AI-powered chatbots
iii) CRM integrations
iv) Help center and knowledge base
v) Best for: Businesses focused on customer service and support.
Why it stands out:
Zendesk simplifies customer support across multiple channels and offers strong analytics and automation features.
It enables agents to respond with context and speed, improving customer satisfaction and team productivity.
4. Freshdesk (Freshworks)
Freshdesk by Freshworks combines ticketing, automation, and multichannel support into one easy-to-use platform.
Features:
i) Omnichannel support (email, chat, WhatsApp, social media)
ii) AI-based ticket routing
iii) Automation and self-service portals
iv) Integration with CRMs and marketing tools
v) Best for: Mid-sized companies wanting affordable customer engagement tools.
Why it stands out:
It is budget-friendly, intuitive, and scalable, perfect for growing businesses that want enterprise features without the high cost.
5. HubSpot
HubSpot is a CRM platform that includes powerful marketing, sales, and customer service tools.
Features:
i) Email, live chat, WhatsApp, Facebook Messenger, and SMS integration
ii) CRM and marketing automation
iii) Personalized workflows
iv) Efficient reporting and analytics
v) Best for: Companies focused on lead nurturing and CRM-driven communication.
Why it stands out:
HubSpot’s all-in-one approach makes it easy for businesses to engage customers across multiple channels from a single dashboard.
Its marketing tools are particularly strong, helping businesses create automated workflows and personalized campaigns.
6. MessageBird
MessageBird helps businesses connect with customers via messaging apps, SMS, voice, and more.
Features:
i) Support for WhatsApp, Instagram, Messenger, Telegram, SMS, and Email
ii) Flow Builder for automation
iii) Unified inbox for all channels
iv) Voice and video APIs
v) Best for: Global companies seeking multi-language and multi-region communications.
Why it stands out:
MessageBird simplifies global customer communication with tools for automation, translation, and multi-language campaigns.
7. Intercom
Intercom offers conversational support and marketing tools that unify communication across channels.
Features:
i) Chatbots, live chat, and inbox tools
ii) Product tours and onboarding automation
iii) In-app messaging
iv) Email campaigns and push notifications
v) Best for: SaaS companies and online platforms wanting real-time, contextual engagement.
Why it stands out:
Intercom is ideal for onboarding users, offering support directly inside your app or website, and educating customers with guided experiences.
8. Sendinblue (Brevo)
Sendinblue, now called Brevo, is an all-in-one marketing and communication platform.
Features:
i) Email, SMS, chat, and WhatsApp
ii) Marketing automation
iii) CRM features
iv) Transactional messages and campaign tools
v) Best for: SMEs wanting affordable marketing automation.
Why it stands out:
It combines simplicity, affordability, and omnichannel messaging in one platform, especially suitable for small teams that need robust marketing tools on a budget.
9. Salesforce Marketing Cloud
Salesforce Marketing Cloud is a high-end digital marketing and communication suite.
Features:
i) Omnichannel marketing automation
ii) Personalization with AI
iii) WhatsApp, SMS, and email campaigns
iv) Advanced customer data platform (CDP)
v) Best for: Enterprises with complex marketing and CRM needs.
Why it stands out:
It offers one of the most comprehensive sets of tools for personalized, data-driven customer engagement.
With deep AI integration and data syncing, you can create particular audience segments and custom journeys.
How to choose the right omnichannel customer communication platform
Selecting the best omnichannel platform requires a thoughtful look at your business needs, customer behaviour, and internal capacity.
Here is what to consider:
1) Business size and budget:
If you are a startup or SME, platforms like Arkesel, Brevo, or Freshdesk offer low-cost, high-impact tools.
Larger enterprises might need advanced platforms like Salesforce Marketing Cloud or Twilio that can scale and integrate with existing systems.
2) Regional relevance:
If your business operates in Africa, especially in Nigeria or Ghana, using a locally optimized platform like Arkesel ensures better delivery rates, customer support, and pricing tailored to the region.
3) Technical skills:
Tech-savvy teams can benefit from platforms like Twilio and MessageBird that offer more control through APIs and custom development.
Non-technical teams might prefer user-friendly options like Intercom, HubSpot, or Zendesk, which come with ready-to-use tools and templates.
4) Communication channels used:
Find out where your customers spend time.
Are they mostly on WhatsApp, email, or social media?
Choose a platform that offers deep integration with those channels, so you are meeting them where they are.
5) Integration and compatibility:
Make sure the platform integrates smoothly with your existing tools, CRMs, e-commerce systems, or customer databases.
This helps you avoid duplicated effort and ensures consistency in messaging.
6) Support and uptime:
Look into customer support options, system reliability, and delivery success rates.
Arkesel, for example, offers local customer support in Ghana and Nigeria, which is critical for businesses in those regions.
Future trends in omnichannel communication (2025 and Beyond)
The omnichannel landscape is evolving fast.
Businesses that stay on top of these trends will build stronger, more meaningful customer relationships.
Here are a few trends shaping the future:
i) AI-powered personalization:
Platforms are using machine learning to tailor messages to user behaviour in real-time.
ii) Voice and conversational AI:
Businesses are integrating innovative voice responses and assistants into their communication mix.
iii) Hyperlocal messaging:
Messaging based on customer location is becoming more precise, especially for retail and logistics.
iv) Security and data privacy:
With new regulations, platforms are investing in encryption and customer data protection.
v) Video messaging and support:
Video is being used not just for marketing but for real-time support and onboarding.
Choosing the right omnichannel communication platform
With so many platforms offering integrated messaging across SMS, email, chat, voice, and more, the key is to pick one that fits your business needs, technical capabilities, and customer preferences.
Suppose your business operates in Ghana, Nigeria, South Africa, or anywhere in Africa.
In that case, Arkesel is a top contender due to its local infrastructure, affordable pricing, and feature-rich offerings tailored to the region.
For businesses targeting global markets or requiring complex integrations, platforms like Twilio, HubSpot, or Zendesk might be more suitable.
Ultimately, the best platform is the one that enables you to connect with your customers where they are efficiently, effectively, and in real time.
Don’t just follow the trends.
Choose the tool that works for your specific goals, team, and customers.
