Everyone must think ‘contact center’ and ‘call center’ are just synonyms. But no, there’s a key difference between the two. The contact center is the platform or hub that manages customer communications and customer services across various channels. It includes phone, email, live chat, messaging, and social media.
Contact center software provides all customer-facing services at a single platform. Whereas a call center is a hub where customer conversations is taken exclusively via phone channels. The call center focuses on inbound and outbound phone calls. Read More