Contact Centre. The term may also refer to the software that the team uses to handle

The term may also refer to the software that the team uses to handle those interactions. Typically, contact centers include agents who handle omnichannel customer support, including calls, email, chat, voice over IP and website support. Simply put, call center agents handle voice communications; contact center agents handle all communications. Apr 25, 2025 · What is a contact center? A contact center is a department that manages customer interactions across multiple channels, such as social media, email, voice, and online chats. Explore types, uses, pros, and more. Sep 5, 2024 · Contact centers are similar to call centers, but they go beyond simply handling calls to reach customers on their preferred channels. . Support teams use contact centre software to engage customers and deliver consistent service, no matter how a customer reaches out. Using contact center software, organizations can further personalize interactions to go beyond simple inbound and outbound calls to help truly transform customer experiences. It relies on customer service software, AI, automation and other tools to deliver exceptional customer experience and improve agent productivity.

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