What is a Contact Center? 

Person working with a contact center

It’s no secret that consumer standards for service have risen exponentially in recent years. Whether it’s a contact center or a call center, consumers expect companies to provide fast and personalized customer care. This could be over multiple communication channels – not just phone and email. And they’re willing to pay for it. In fact, according to a recent study, over 90% of respondents reported that they would spend more money with companies that can offer the personalization and streamlined experiences they’re looking for

Which is why many more businesses are turning to contact center solutions than ever before. But what exactly is a contact center? Is it a call center but with more features? And how does it help meet customer expectations? We’ll answer all these questions (and more) in the blog below! 

What is a Contact Center? 

At its core, a contact center is a combination of hardware and specialized software that form a central communications hub for businesses. From that hub, agents can manage all customer interactions quickly and easily across multiple channels such as web chat, text messaging, phone, and email. They do this by utilizing several underlying technologies like IVRs, outbound dialers, automatic call distribution, and more. Many contact centers also offer simple integrations with common CRM software, allowing agents to automatically keep sales in the loop regarding their customers’ care.  

Generally, there are two types of contact center solutions: on-premises and cloud-based. On-premises contact centers are limited to a physical location like an office, while cloud-based contact centers can be accessed and utilized from anywhere since they’re housed exclusively in the cloud. In this blog, we’ll be focusing on cloud-based contact center solutions.  

Contact Center vs. Call Center: What’s the Difference? 

Before we go into the specific benefits of a contact center, it’s important to note that contact centers and call centers are not the same thing. A call center only handles phone calls, making it a single channel solution. A contact center, on the other hand, can handle multiple communication channels, allowing companies to connect with customers how they like when they like.  

What Can a Contact Center Do for You?  

Now that you know what a contact center is and what it isn’t, it’s time to talk about how you can get the most out of a contact center solution. Believe it or not, a contact center solution can do more than help your agents provide technical support and resolve customer complaints. A contact center can help: 

  • Easily Personalize Your Customers’ Care. Thanks to integrations and streamlined workflows, many contact centers house customer information under “one pane of glass.” This allows agents to have instant access to important customer information, allowing them to provide targeted and personalized support to whoever reaches out. Many systems are also equipped with sentiment analysis, giving agents insights into customers’ feelings ahead of time so they can act accordingly. 
  • Update Customers on New Products & Features. Contact centers aren’t just for inbound communication but for outbound communication as well! Using real-time reporting, agents can analyze when the best time is to reach out to customers about sales promotions, updates to their current solution, or new product launches they might be interested in. A contact center solution also gives agents the ability to send reminders to customers about upcoming demonstrations, meetings, or billing due dates.   
  • Improve the Quality of Customer Service. Not only does a contact center solution provide the personalization and flexibility customers crave, but it also allows you to keep improving your service based on customer feedback. Thanks to the “single pane of glass” approach, contact center solutions give your agents the ability to send one survey through multiple channels, making gathering feedback easier to manage than ever before.  

Get the Capabilities You Need with All Tel 

If you’re looking for a full-featured, omnichannel contact center solution, look no further than All Tel Networks! Not only does our contact center solution have an extensive feature library, hundreds of integrations, and a user-friendly interface, but it is also designed to be fully customizable, ensuring you get the perfect fit for your business right from the start. Interested in seeing the platform for yourself? Reach out to one of our service experts today for a free demonstration.