Contact Center

A contact center refers to a department or facility responsible for managing interactions with customers or clients. In contrast to a call center, which exclusively handles phone calls, a contact center oversees communications across various channels.

A Contact Center solution proves invaluable for organizations navigating the complexities of engaging with their customers or clients. A typical Cloud Contact Center solution includes:

• It consolidates various communication channels into a single system, enabling agents to engage with customers or clients through calls, emails, or instant messaging while preserving a comprehensive record of all interactions.
• Incorporating advanced call-routing, supported by auto-attendant and occasionally interactive voice response (IVR), ensures that customers and clients are efficiently directed to a qualified agent within the appropriate department as promptly as possible.
• Encompassing workforce management tools, it enables agents and supervisors to effectively manage their time.
• Provides supervisors with access to comprehensive dashboards and detailed analytics, including information such as average call duration, call waiting time, and agent idle time. This allows supervisors to optimize the performance of their contact center.
• Eliminates the necessity for the contact center organization to deploy or maintain any hardware systems beyond the essential computers and phones required by agents and supervisors to access the system.