| A contact center, also referred to as a customer interaction center or e-contact center, is a central point from which all customer interactions across various channels are managed. Contact centers play an important role in customer relationship management and customer experience management strategies.
Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably. The primary difference is that a call center manages inbound and outbound phone calls, while a contact center offers additional customer support through other channels, including email, chat and voice over IP (VoIP). In the early days of the internet, voice and non-voice communication systems were administered separately and hosted on separate platforms. The challenge at this time was for call centers to integrate voice with non-voice channels, while still maximizing the call center's investment in voice-based solutions, including expensive interactive voice response (IRV) systems. Because there was limited integration on the back-end, customers who moved from one channel to another had to share the same information multiple times. Today, old-fashioned multichannel platforms have largely been superseded by omnichannel platforms that can integrate customer information from disparate channels into a centralized queue and provide customers with a seamless customer experience on any channel, at any time, from a variety of devices. This back-end convergence has improved customer self-service and reduced the need for customers who switch channels to request help from a live agent. Continue reading...
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