Contact Center vs Call Center Software

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
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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
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