The main difference between a call center and a contact center is that while a call center is focused on incoming and outgoing voice calls, a contact center is able to manage customers with both voice calls and data applications like e-mail, Web-based chat/instant messaging, and in some cases will include the capability to share Web pages sent to and from the customer. The fully functional contact center takes advantage of customer needs for text and visual communications in addition to phone calls; typically a contact center also uses a “blended agent” who can manage multiple forms of voice and data-centric customer communications.
CONTACT CENTER, also called customer service center is a type of call center that is equipped to handle large amounts of customer telephone requests for an organization in addition to handling other customer communications from a single facility.
