What is a contact center and how does it work? 6.09.2022 contact center Call center and contact center are two terms that are often used as synonyms but, in reality, they describe two systems or forms of management or customer service. Difference between call center and contact center The differences can already be sensed from the name. When we talk about a call center, what we are referring to is a service that centralizes and manages call traffic, both incoming and outgoing, for a certain company.
Its main characteristic is that it has a single channel, the telephone channel, in order by a team of agents who are on the other end of the telephone. There is also the variant, focused on sales, in which the employees themselves