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A call center primarily handles voice-based communication, focusing on inbound and outbound calls to resolve customer queries or provide support. In contrast, a contact center is a more advanced solution that manages multiple communication channels, including voice, email, chat, social media, and even video calls, offering a seamless omnichannel experience. With the growing need for personalized and efficient customer interactions, businesses are shifting towards AI-driven solutions like startelelogic’s Best AI-Powered Contact Center Solution, which integrates advanced automation, analytics, and omnichannel capabilities to elevate customer engagement and boost operational efficiency.

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Ritu

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A call center is described as a company which provides both outbound calls and inbound calls. The majority of Call Centers focus on outbound calls. (Calls from the Call Center towards customers etc.)

A contact center is a company which focuses on inbound calls. (Calls from customers to for instance a helpdesk.) A contact center rarely makes outbound calls for commercial purposes.

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Wiki User

8y ago
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Q: Difference between call center and contact center?
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