What is a contact center and how does it differ from a call center?
VP of Customer Experience
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What is a contact center?
A contact center is a team or software that manages a company’s customer communications. (Sometimes, it helps manage employee communications too, but for the most part, people are referring to customer communications when they talk about contact centers.)
As well as outbound and inbound calls, it also covers interactions via a range of other channels including chat, email, instant and SMS messaging, social media—and maybe even fax and snail mail.
Customers, as you might imagine, expect to communicate with your business on their preferred channel. They also expect swift responses and personalized interactions, which sounds intimidating, but luckily there are tools designed specifically to help contact centers do all this.
👉 Dialpad tip:
Even if a call center provides additional methods of contact beyond phone calls, they’re likely to be siloed in individual channels—whereas a contact center is generally set up for seamless communication across and between channels. One difference to keep in mind!
👉 Quick tip:
Dig deeper into how the best solutions stack up against each other in this cloud contact software comparison.
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