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Contact Center Vs Call Center: The Ultimate Comparison
The concept of call centers served businesses until yesterday, whereas contact centers hold the key to the future. The major difference and comparison lie in the fact that, as the names suggest, call centers to handle people or customer queries just via telephone, whereas contact centers handle customer queries via multiple channels. A contact center will sync all communication done by one customer over different channels and bring it before the customer service executive or agent, whether it is via call, WhatsApp Snap Chat, LinkedIn, Facebook, Instagram, Online Chat Bot, or any other. This helps the agent understand the client’s requirements better, and he or she can offer more relevant and helpful solutions.
Call centers can offer you limited features compared to OmniChannel or cloud contact centers. The latter is full of features to suit different businesses. Each business can pick and choose features based on their requirements.
When comes to contact centers, comprise and focus on functionalities that improve customer experience, and the specialists on the job of developing this software cover a wide variety ...
... of digital service channels to understand the same and devise solutions that make the experience of doing business hassle-free and give them the feeling that the representative of the business is at their beck and call and will revert within no time with the issue resolved. The agent is less likely to miss any call because of an overflow of calls or any other reason. Cloud telephone software is designed not only to route all calls to the appropriate agents without missing any but also to record the conversation so that supervisors can listen to it later to identify communication flaws and suggest improvements for better results.
These experts are skilled at providing exceptional customer service via inbound and outbound calls. Besides email, live chat, screen sharing, social media, text messaging, and video conferencing, everything initiated by the customer will be responded to promptly. In comparison, call centers do very little and provide very few functionalities. Plus, you need a bigger space to accommodate agents, provide telephones, and create space for physical infrastructure that needs to be maintained. All of this does not apply to call centers. Infrastructure is installed and maintained in the cloud. Agents can work from remote locations using software installed on their mobile devices. The supervisor generates a report to analyze the outcome of agent calls from anywhere.
The common thing between call centers and contact centers is that telephonic conversations happen in both. Barring that, the contact center is full of features and offers a lot more conveniences for its users.
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