In the constantly evolving age, customers are looking for instant resolution of their issues and brands that fail to provide a good customer experience, lose customers.

Fremont, CA: ‘Contact Centers’ and ‘Call Centers’ are both for customer service as the two involve phone channels. Those are the only two functions both the solutions have in common. While call centers often have a negative reputation, contact centers are a relatively new solution and are considered better. A contact center is a customer communications management hub and provides customer service across multiple channels such as phone, social media, email, and live chat. With the help of contact center software, customer-facing teams handle conversations coming in from all channels on a single platform. On the other hand, a call center is a customer conversations hub which exclusively uses phone channels. A typical call center system handles outbound and inbound phone calls.

The most fundamental difference between a contact center and a call center is the channels they use to engage with customers. Call centers only use phone channel which happens in real-time eating up the agent’s entire bandwidth. To handle peak volume hours, proper staffing is required; however, running a large team is very expensive. On the other hand, contact centers use digital channels such as email, phone, live chat, and social media. Using different channels helps deliver faster solutions and better customer experiences. An agent can handle three or more chat conversations parallelly, and different channels help distribute the load across the team in a better way.