What is Contact Center?
Posted: Thu Dec 12, 2024 10:31 am
Contact Center is a customer care and sales switchboard system integrated through many channels such as voice, live chat, email, SMS, Facebook... in one place. This is considered a multi-dimensional connection tool between businesses and customers, helping to approach and care for customers effectively and improve user experience.
Nowadays, with diverse customer interactions, businesses list of canada fax number need a Contact Center solution with a single interface to handle all customer requests, especially ensuring consistency and seamlessness.
In addition, Contact Center can integrate AI (artificial intelligence) technology to increase efficiency and save costs for businesses. For example, using chatbots to automatically answer customers' frequently asked questions, using voicebots to make phone calls and communicate with customers in natural voices, using speech analytics to analyze and evaluate call quality, etc.
Difference between Call Center and Contact Center
Number of customer communication channels
The most obvious difference is that the number of communication channels of Contact Center is much more diverse than Call Center. Contact Center includes many channels, both traditional and modern such as: hotline, SMS, chat channel, email, Facebook, zalo, ...
Intended use
Call Centers are designed to serve the largest number of customers in the fastest time possible on a single channel: voice (hotline). Meanwhile, Contact Centers are designed based on the understanding that customers expect fast response times, personalized interactions, and short-term results on the interaction channel of their choice.
Data synchronization
Contact Center is the focal point for all customer contacts from all channels. This means that all customer contacts are managed in a common data warehouse. Data is collected from these interactions for businesses to analyze, find important customer insights, help businesses make decisions, improve business models, propose marketing strategies, new products to increase sales efficiency.
Automated and self-service capabilities
Nowadays, modern Call Center systems can integrate the ability to automatically call with AI (artificial intelligence) voice or automatically answer with virtual assistant for some tasks such as appointment notification, bill notification or automatic order receiving.
With the Contact Center system, businesses can integrate more intelligent Chatbots. Customers can interact with Chatbots to find answers in the available data system. When the problem exceeds the processing capacity of Chatbox, the conversation history will be transferred to real support staff, helping staff quickly grasp information, support effectively and increase customer satisfaction.
Nowadays, with diverse customer interactions, businesses list of canada fax number need a Contact Center solution with a single interface to handle all customer requests, especially ensuring consistency and seamlessness.
In addition, Contact Center can integrate AI (artificial intelligence) technology to increase efficiency and save costs for businesses. For example, using chatbots to automatically answer customers' frequently asked questions, using voicebots to make phone calls and communicate with customers in natural voices, using speech analytics to analyze and evaluate call quality, etc.
Difference between Call Center and Contact Center
Number of customer communication channels
The most obvious difference is that the number of communication channels of Contact Center is much more diverse than Call Center. Contact Center includes many channels, both traditional and modern such as: hotline, SMS, chat channel, email, Facebook, zalo, ...
Intended use
Call Centers are designed to serve the largest number of customers in the fastest time possible on a single channel: voice (hotline). Meanwhile, Contact Centers are designed based on the understanding that customers expect fast response times, personalized interactions, and short-term results on the interaction channel of their choice.
Data synchronization
Contact Center is the focal point for all customer contacts from all channels. This means that all customer contacts are managed in a common data warehouse. Data is collected from these interactions for businesses to analyze, find important customer insights, help businesses make decisions, improve business models, propose marketing strategies, new products to increase sales efficiency.
Automated and self-service capabilities
Nowadays, modern Call Center systems can integrate the ability to automatically call with AI (artificial intelligence) voice or automatically answer with virtual assistant for some tasks such as appointment notification, bill notification or automatic order receiving.
With the Contact Center system, businesses can integrate more intelligent Chatbots. Customers can interact with Chatbots to find answers in the available data system. When the problem exceeds the processing capacity of Chatbox, the conversation history will be transferred to real support staff, helping staff quickly grasp information, support effectively and increase customer satisfaction.