What is a Call Center?

A call center (often referred to as a contact center) is a function which provides customer service and support. Companies staff call centers with agents who are trained to assist with a variety of service requests. A call center can typically handle inbound and outbound calls.

A call center will generally utilize some form of telecommunications software such as an automatic call distributor (ACD) to route calls to the appropriate agent. This call center software is fundamental to delivering a positive customer experience. Companies looking to modernize operations and transform their ability to deliver exceptional customer experiences are increasingly turning to cloud call center software solutions as they offer greater agility and flexibility to meet rapidly changing customer expectations.

What’s the difference between a call center and a contact center?

It is not uncommon for the terms to be used interchangeably. However, there is a difference in that a call center focuses on telephone-based interactions with customers; whereas, a contact center supports multiple interaction channels, including voice (telephone), chat, email, messaging and more. Contact centers that can support multiple channels are often called omnichannel. In an omnichannel contact center, customers can interact with an agent using the access method of choice – phone, chat, email, etc. – and agents can seamlessly manage interactions across these multiple channels simultaneously.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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