What Is the Difference Between a Call Center and a Contact Center?
Call centers are centralized offices where agents handle customer communications, focusing on phone calls. They can be inbound, addressing support and billing inquiries, or outbound, conducting sales, surveys, or marketing outreach. Contact centers, an evolution of call centers, expand communication beyond voice to include email, SMS, and video, offering a more versatile customer experience. With modern cloud-based systems, both call centers and contact centers can operate remotely, providing businesses with flexibility and enhanced customer engagement.
EXPLORE THE DIFFERENCE