General Customer Experience & Contact Center FAQs
What is the difference between a call center and a contact center?
A call center focuses solely on voice interactions, while a contact center supports voice, chat, messaging, email, and other digital channels to deliver an omnichannel customer experience.
How does a contact center expand capabilities?
- Omnichannel support: Combines voice with digital channels for seamless service
- Unified agent workspace: Gives agents tools to manage multiple channels from one interface
- Customer journey context: Maintains interaction history across all channels
- AI-driven efficiency: Leverages automation and analytics to streamline service delivery
Why does this distinction matter?
Customers expect to connect through their preferred channels. A contact center meets those expectations by offering flexibility and consistency across all touchpoints.What benefits do contact centers provide over call centers?
- Increased customer satisfaction with choice-driven support
- Reduced wait times through AI routing and self-service
- Greater agent productivity with integrated tools and data
- Better alignment with modern CX expectations
