Learn the difference between a call center and a contact center. Engage with your customers efficiently and effectively. We can help you evolve and stay in closer communications with your clients.
A call center focuses on incoming and outgoing calls, agents, statitics and performance, using phone system technologies.
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The contact center incorporates email, web-based chat, instant messaging, video, and desktop sharing and control. Learn more about our contact centers.
A call center uses the desktop phone or headset to manage most of the communications, and the main method to contact the business is through a phone number. Call center technology was designed to handle heavy volume of calls. Generally call centers are used to manage customer service, technical support, or sales support. Call centers manage inbound calls, perform outbound calls or a hybrid of the two. Skills based routing, caller ID, and business phone system technology made call center technology a key factor when scaling a business.
Call centers were created to handle heavy volumes of incoming or outgoing calls. Also using the business phone or headset was the primary means of communication.
The contact center uses phone communications as only a portion of their communications strategy. VoIP phone service, email, voicemail, with transcription, chat, fax services, web conferencing, desktop share/control are often integrated to offer a better overall customer experience. Due to all the channels of communications available the internet has brought on this challenge and which is also a benefit, businesses can ultimately reach more customers.
A key element to the contact center is the implementation of a cell center with an additional review of which additional communication technologies will be added to the campaign.
Multi-channel communications has been adopted by many companies and the collaboration within the corporation brings sales, marketing, service and support into more of a community. Internet technologies companies like Hubspot help businesses adopt these concepts.
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