What is the difference between a call center versus a contact center

  1. A contact center is a centralized facility that manages customer interactions through multiple channels, such as phone calls, email, chat, and social media. The goal of a contact center is to provide a single point of contact for customers to access support and information.
  2. A call center, on the other hand, is a type of contact center that primarily focuses on handling incoming and outgoing phone calls. Call centers can handle a variety of customer interactions, such as sales, customer service, and technical support.
  3. In summary, a call center is a subset of a contact center, focused primarily on handling phone calls, while a contact center is a broader term that encompasses a variety of communication channels for managing customer interactions.