Contact centers and call centers are both centers for customer service. Many people use the two terms interchangeably, although they shouldn’t. The primary difference is that call centers only manage inbound or outbound calls, while a contact center offers Omni channel customer support. The contact center’s modular infrastructure also allows managers to enhance the team’s efficiency and allows teams to benefit from better security measures, more secure data and increased flexibility. While contact centers serve various functions, call centers specifically manage phone interactions, including inbound and outbound calls. Like contact centers, call centers generally support customer service, technical support or sales interactions. However, organizations can also use them for telemarketing, information gathering, debt or payment collection and fraud prevention.
