Contact Center vs Call Center Software – Definitions, Comparisons & Which Is Best
Learn the differences between call center software and contact center software, including their key features, user base, and metrics. Explore which type of software is best suited for your business and customer support needs.
Contact Center vs Call Center Software - Definitions, Comparisons & Which Is Best
Topics
- Differences between call center software and contact center software
- Key features of call center software and contact center software
- User base and metrics for call center and contact center software
Video summary
This video discusses the differences between call center software and contact center software, focusing on key features, user base, metrics, and user experience. Call centers primarily focus on inbound and outbound voice calling and voip call management while contact centers are omnichannel, connecting agents and customers on various communication channels. Call center software is popular with telemarketing firms, collection agencies, nonprofits, and political campaigns, whereas contact center software is popular with service-based businesses, healthcare providers, and e-commerce websites. The metrics tracked by call centers and contact centers are similar, but contact center software analyzes customer satisfaction rates by channel rather than as a whole. Call center software prioritizes mobility and flexibility features, while contact center software unifies all communication channels into a single interface.
Video transcript
hey everyone today we're talking about
the three biggest differences between
call center software and contact center
software so you can decide which one is
right for your business let's get right
to it
while you may have heard the terms call
center software and contact center
software used interchangeably these two
platforms actually have some key
differences
call centers as the name suggests focus
on inbound and outbound voice calling
and voip call management
key features include call recording ivr
and call queueing on the other hand
contact centers are omnichannel meaning
agents and customers connect on various
communication channels not just via
voice calling in addition to voik phone
calls contact centers include channels
like live website chat video calling
email social media messaging or sms
texting the available communication
channels may be the biggest difference
between call centers and contact centers
but how agents and callers connect isn't
the only thing that sets these solutions
apart let's look at three other
essential differences you may not have
considered number one user base
one key difference between call center
and contact center software is the user
base in general call center solutions
are more popular within industries that
rely heavily on outbound telephone
communications to make sales or raise
awareness about a product or service
these businesses make a high number of
daily outbound calls and therefore rely
on features like automated dialers call
routing and natural language processing
call center software is especially
popular with telemarketing firms
collection agencies nonprofits and even
political campaigns contact centers have
more of a balanced inbound to outbound
communication ratio but they likely also
have a high daily contact rate contact
center software users need to spread
business communications across multiple
channels to provide a fast response
without sacrificing customer service
quality they also want to let customers
choose their preferred communication
channel key features for contact center
software include crm integration
real-time omni-channel syncing and live
agent assistance contact center software
is popular with service based businesses
healthcare providers and e-commerce
websites number two metrics while call
centers and contact centers track
similar metrics the difference is where
that data comes from call center kpis
include average hold times first call
resolution rates and cost per call to
measure efficiency and customer
satisfaction contact centers also
optimize for efficiency and satisfaction
but from a digital multi-channel
perspective customer satisfaction rates
are broken down by channel rather than
analyzed as a whole as with call center
software essential contact center kpis
include the ratio of inbound to outbound
contact average handling time and cost
for contact number three user experience
teams relying on call center software
have a different end user experience
than those using contact center software
for instance
call center platforms prioritize
mobility and flexibility features like
call transfer and hot desking make it
possible for agents to transfer calls
between devices and take calls on the go
in contrast contact center software
unifies all communication channels into
a single interface so teams can avoid
switching back and forth between
countless tabs and applications that's
all for now but don't forget to like
subscribe and hit the notification bell
below if you enjoyed this video to keep
up with our journey to simplify the voip
world make sure to share this video on
social media so you can be the one to
teach your friends to stop using these
terms interchangeably and help them pick
the right software for their needs till
next time this is nate from getboy
[Music]
you
Dig Deeper
Call Center vs Contact Center Software
In this video, the differences between call center software and contact center software are discussed. While both may seem similar, there are key differences between the two.
Communication Channels
The biggest difference between call center and contact center software is the available communication channels. Call center software primarily focuses on voice calls, whereas contact center software includes channels such as live chat, video calling, social media messaging, and SMS texting.
User Base
Call center software is popular within industries that heavily rely on outbound telephone communications, such as telemarketing firms, collection agencies, non-profits, and political campaigns. Contact center software, on the other hand, is popular with service-based businesses, healthcare providers, and e-commerce websites.
Metrics
Both call center and contact center software track metrics, but the difference is where that data comes from. Call center KPIs measure efficiency and customer satisfaction primarily through voice calls. In contrast, contact center KPIs are broken down by channel rather than analyzed as a whole.
User Experience
Call center software prioritizes mobility and flexibility, with features such as call transfer and hot desking to allow agents to take calls on-the-go. Contact center software unifies all communication channels into a single interface to simplify the user experience for agents.
Impact on Customer Support
Contact center software can greatly impact customer support by providing multiple communication channels for customers to choose from, leading to faster response times without sacrificing customer service quality. Real-time omni-channel syncing and live agent assistance are key features for contact center software to enhance customer support.
Understanding the Benefits of Call Center Software and Contact Center Software
It’s important to understand the key differences between call center software and contact center software because they serve different purposes and offer different functionalities. Understanding these differences helps businesses choose the right solution. Call center software can benefit a company in several ways. It can help process customer inquiries more efficiently, reduce wait times, ensure that calls are routed to the correct department, and improve the overall customer experience. Call center software can also help businesses manage and analyze call data, manage outbound sales calls, and provide detailed performance metrics. Contact center software can benefit a company by enhancing communication capabilities across multiple channels. It can help businesses respond promptly to customer inquiries via social media, email, or live chat. Contact center software also allows businesses to collect and analyze customer data from all communication channels, enabling them to address customer preferences and improve their customer journey. Implementing a free contact center software, such as LiveAgent, can benefit a company by enhancing communication and improving customer engagement and satisfaction. By choosing the right software solution that your needs, you can stay ahead of the game in providing top-notch customer service.
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