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Which Is Better For Your Business, A Call Center Or A Contact Center?


Both Call Centers and Contact Centers exist for the same reason: to resolve customer inquiries and to provide customers with a reliable way to contact a company. However, the channels through which they accomplish this differ. Modern call centers, on the other hand, have features that bridge the gap between Call Centers and Contact Centers. In this blog, we’ll discuss modern call center capabilities that ensure your employees and customers have the same experience as a Contact Center.

What exactly is a Contact Center?

A Contact Center enables agents to communicate with customers via various channels such as Voice Calls, Emails, SMS, Live Chat, and Video Conferencing. This unifies all channels and enables the customer to receive better and more contextual communication. Because the majority of these channels are only accessible via the internet, Contact Centers provides flexibility and are available as a cloud contact center solution.

A Call Center enables agents to handle both incoming and outgoing customer communication on a large scale. All of this communication takes place through a single channel: Voice Calls. Traditionally, these calls were routed only through on-premise phone systems from a single office, providing no flexibility. However, Call Centers have evolved since then and now offer features similar to those found in a Contact Center.

The migration of call centers to the cloud has created a slew of new opportunities while alleviating many of the drawbacks of using a traditional call center. Businesses can easily enable their employees to work remotely by using a cloud call center. They can also make changes to the IVR call flow instantly, without requiring the assistance of a technician. Modern call centers include extensive reporting and call-tracking capabilities that provide you with greater visibility and insights into day-to-day operations. The best part is that cloud call center providers handle all maintenance and upkeep, allowing you to focus on growing your business.

Communicating in Context

Cloud call centers are making it easier than ever for agents to access pertinent information prior to making or receiving calls. Call Center Software is now easily integrated with CRM and HelpDesk software.

Consider a customer who has sent a couple of emails and then decides to call your customer service department. Previously, the agent who answered the phone would have no knowledge of the customer or their problem. If the call center software is integrated with the helpdesk software, the agent will instantly see the customer’s name and the relevant email thread, providing them with enough context to communicate effectively with the customer. This saves the customer from having to repeat their problem, resulting in a positive customer experience.

Improved Reporting

Call tracking and reporting capabilities are extensive in modern call center software, allowing you to connect the dots and read between the lines. All of the call center metrics you need to track performance, such as first response time, average call duration, first call resolution, call abandonment rate, and so on, are automatically tracked and recorded. This gives you the visibility and insights you need to improve processes. The point is, there is nothing you can track with a contact center that you cannot track with cloud call center software.

Easily Modifiable and Scalable

Call Centers are adaptable and can be easily customized to meet the needs of your company. It used to take hours, if not days, to make a simple change to an IVR flow. You can now make changes on the fly, without the assistance of a technician, thanks to cloud call centers’ user-friendly dashboards. The dashboard is simple to use, and anyone can make immediate changes to the flow. This also implies that businesses can grow at their leisure, especially since there are no infrastructure requirements. All you need to add another agent is a regular phone and a few minor changes to your call flow, and you’re set!

Increased Agent Output

Modern call center software includes features such as auto-dialers and the ability to integrate with third-party applications such as click-to-call. These features eliminate the need for manual number dialing, allowing your agents to work more efficiently. The integrations with CRM and HelpDesk software also eliminate the need for agents to waste time looking for context – with each call, they receive a pop-up with all relevant customer details automatically.

Making Self-Service Options Available

According to the report, 67 percent of customers prefer self-service to speak with a company representative. Cloud call centers enable you to create dynamic IVR flows on the fly. Using these, you can enable customers to obtain the information they require automatically, such as their account balance, the expiry date of their subscription, and so on.

It’s now your turn

At the end of the day, each company is distinct, as are its customers’ needs. Regardless of the size of your company, the decision to use a call center or a contact center is solely based on the needs of your customers. Which channels do your customers prefer to use to communicate with you? Are your customer service representatives well-equipped to handle customer inquiries with ease? Is your customer service satisfactory? Are your call center’s metrics comparable to or better than the industry standard? These are some questions to consider when deciding whether or not to upgrade to a contact center.


Amit Singh - Founder & CEO

Amit has over two decades of expertise in product development, team building and scaling, and leading software architecture and operations. Amit had firsthand experience with IT pain and frustration while running his prior business and was determined to solve it with ACMA. In developing solutions, he is steadfastly dedicated to establishing a culture based on diversity, inclusion, and ethics. He promotes critical thinking from all walks of life and viewpoints.

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