differences between call centers and contact centre

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nder network convergence, voice and data share the same underlying network infrastructure, allowing deep integration of their operations and the possibility of employing various forms of digital communication. So whereas a call center’s operations are typically limited to voice telephony, agents using a contact center platform have access to voice, video, instant messaging, text messages, email, and social media.



In addition to utilizing iraq telegram more communications channels than a call center, a contact center platform gives organizations access to a wealth of customer data, which they can leverage to enhance customer profiling and the refinement of buyer personas and to provide personalized support for a better customer experience. Contact center data analytics extend beyond speech analysis to the extraction of insights from social media and other customer and market inputs.

A contact center platform can provide extensive customer self-service (CSS) options, such as knowledge bases, chatbots, Frequently Asked Questions (FAQ), and specialist forums — going a step further than the Interactive Voice Response (IVR) facility typical of a call center platform.

To deal with the diversity of communication channels at their disposal, contact center agents require skills in addition to those of traditional call center agents. These include reading comprehension, written communication, multitasking, and social media etiquette.

Finally, through the use of Application Programming Interfaces (APIs), a contact center platform can interact with various business applications including Customer Relationship Management (CRM) platforms, Enterprise Resource Planning (ERP) systems, and helpdesk ticketing software such as Zendesk.

What Features to look for in a Contact Center Platform?
Due to the partial overlap in their functions, some of the features you should expect to see in a contact center platform are the same as you would find in call center software. Specifically, these are:

Interactive Voice Response or IVR: Typically, an Interactive Voice Response system collects information about an inbound caller’s query and then routes the caller to the correct resource for handling their issue, or to a human support agent if required.

Automatic Call Distributor (ACD): Once the IVR establishes with whom a caller needs to speak, an ACD automatically transfers the caller to that agent or department.