We all must have heard the terms, call center, and contact center. A call center is a hub of communication with customers, mainly through phone calls. While the contact center can be considered a center that also deals with customer queries. Let's understand the key differences between both in this SlideShare.

1. Call Center
vs
Contact Center

2. WHAT IS A CALL
CENTER?
Call center is the hub for carrying out
conversations with customers
through phone calls and voice
channels.

3. WHAT IS A CONTACT
CENTER?
A contact center is a hub of customer
communication carried out through
various channels like online chats, e-
mails, social media and instant
messaging.

4. LET'S TAKE A LOOK AT THE
DIFFERENCES BETWEEN CALL
CENTER AND CONTACT CENTER.

5. CONTACT CENTER
Interacts with customers
through texts, web chat, e-mail,
social media, and more.
CALL CENTER
Interacts with customers
through the traditional phone
system or VoIP.
1. VARIETY OF CHANNELS

6. CONTACT CENTER
In addition to IVR, uses instant
text messaging and AI chatbots
to understand and resolve
customer issues seamlessly.
CALL CENTER
Uses IVR systems to assist
customers and provide vocal
prompts.
2. SELF SERVICE OPTIONS

7. CONTACT CENTER
Uses automation to route tickets to
the right agent based on keywords,
customer history, and agent skills.
CALL CENTER
Do not automate the process
of ticket routing.
3. AUTOMATIC TICKET ROUTING

8. CONTACT CENTER
Provides both reactive and
proactive support and offers instant
solution to customer queries.
CALL CENTER
Provides reactive support and
responses to customer queries.
4. CUSTOMER SUPPORT

9. CONTACT CENTER
Uses omnichannel queue
management to handle
conversations from different
platforms.
CALL CENTER
Manages conversations
through phone calls only.
5. OMNICHANNEL QUERY MANAGEMENT

10. ABOUT US
CallCenterHosting (CCH) is a leading and
globally recognized provider of
CCaaS (Contact Center as a Service)
We offer a complete software-based call center set
up for start-ups, SMBs, and enterprise, which
includes call center solutions such as cloud PBX, VoIP
solutions, call center dialers, toll free numbers and
virtual numbers.
For more information, call us at
+1-800-346-4974
or visit,
www.callcenterhosting.com

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12. REFERENCES
Contact Center vs. Call Center –
Differences and Similarities
- CallCenterHosting