Cloud Contact Center Service Victorock
Posted: Sun Jan 19, 2025 5:18 am
What is a Contact Center?
It is important to note that the contact center is not simply another evolutionary step in the advancement of the call center. It is in essence a whole different entity. The contact center, although based on the call center’s operation, is not limited by the telephone. Contact centers take advantage of what is known as network convergence, where voice and data share the same underlying network infrastructure, allowing them not only to coexist on the same network but also to be deeply integrated in their operations.
Along with network kuwait telegram convergence, call centers have shifted from a hardware-based towards a more software-based implementation, allowing such systems to take advantage of things like virtualization and cloud-based services.
[Image source: jodochat.com]
Contact centers use this network convergence among other innovations, to deliver highly innovative, flexible, modifiable, and customizable systems and services. “How?” you may ask. Well, I believe the best way to describe these advantages is to examine seven key differences between these two entities.
Seven Key Differences Between Call Centers and Contact Centers
1. A Contact Center Uses Multiple Communication Channels
No longer confined only to the telephone, a modern contact center will allow agents to respond to queries and requests via multiple channels. These can include voice, video, instant messaging, text messages, email, or social media. Direct video or voice communication with agents can even take place via specially designed web pages by simply using a browser rather than calling in using a telephone. Alternatively, the use of mobile apps can also enable such direct and integrated interactions.
As more and more channels of communication become available, these can easily be integrated into contact center systems. For example, IDT’s uContact natively delivers communication capabilities via SMS text messages. And with the addition of Application Programming Interfaces (APIs) which we’ll talk about shortly, a whole series of highly customized communication channels can be developed and employed.
According to Nextiva, 48% of customers expect a response to questions and complaints via social media channels within 24 hours. Additionally, it is younger customers that are driving this trend, and thus, the trend is only expected to increase over the coming years.
It is important to note that the contact center is not simply another evolutionary step in the advancement of the call center. It is in essence a whole different entity. The contact center, although based on the call center’s operation, is not limited by the telephone. Contact centers take advantage of what is known as network convergence, where voice and data share the same underlying network infrastructure, allowing them not only to coexist on the same network but also to be deeply integrated in their operations.
Along with network kuwait telegram convergence, call centers have shifted from a hardware-based towards a more software-based implementation, allowing such systems to take advantage of things like virtualization and cloud-based services.
[Image source: jodochat.com]
Contact centers use this network convergence among other innovations, to deliver highly innovative, flexible, modifiable, and customizable systems and services. “How?” you may ask. Well, I believe the best way to describe these advantages is to examine seven key differences between these two entities.
Seven Key Differences Between Call Centers and Contact Centers
1. A Contact Center Uses Multiple Communication Channels
No longer confined only to the telephone, a modern contact center will allow agents to respond to queries and requests via multiple channels. These can include voice, video, instant messaging, text messages, email, or social media. Direct video or voice communication with agents can even take place via specially designed web pages by simply using a browser rather than calling in using a telephone. Alternatively, the use of mobile apps can also enable such direct and integrated interactions.
As more and more channels of communication become available, these can easily be integrated into contact center systems. For example, IDT’s uContact natively delivers communication capabilities via SMS text messages. And with the addition of Application Programming Interfaces (APIs) which we’ll talk about shortly, a whole series of highly customized communication channels can be developed and employed.
According to Nextiva, 48% of customers expect a response to questions and complaints via social media channels within 24 hours. Additionally, it is younger customers that are driving this trend, and thus, the trend is only expected to increase over the coming years.