If it was an era of a single window, then the split screen would never have been invented. But now it is available on every phone that we find. 

Multi-tasking is not advised for work but there are times when it is the only way to get through.

Certain work areas require things in a single place. Ad Outsourced Chat Support is a significant example. 

People communicate through several channels. In an era where there is a social channel popping up single month. One needs to have technical support that can manage all channels at a single palace. 

At least the major communication channels can be found and taken care of instantly. This decreases the response time by a significant value. 

Omnichannel is a feature that allows collecting responses from multiple channels into a single place. 

It is helpful for chat agents who have to solve and manage queries for a client. As businesses are now available everywhere these days to increase their area coverage and attract potential leads.