Contact centers represent an omnichannel solution to evolving customer expectations. Unlike single-mission call centers, contact centers incorporate a suite of emerging, nascent, and advanced technologies. They’re capitalizing on interactive voice response (IVR), artificial intelligence (AI) tools, and the use of social channels (e.g., Facebook Messenger, WhatsApp, and Instagram) to answer customer concerns. While call centers focus primarily on routing inbound and outbound calls, contact centers govern many channels at once.
Modern-day contact centers do not depend on the hardware ― or even the software ― that 20th-century call centers made ubiquitous. In 2023, customers now speak with an automated digital assistant, not a human operator, and IVR tools have improved outdated automated call distribution (ACD) technology, providing customers with intelligent routing suggestions.
Beyond IVR, contact centers make use of many other technologies, including the following:
A successful omnichannel contact center is attuned to market trends, evolving customer demands, and new technologies. Contact centers must meet customers where they are ― whether that’s on social media, through an AI-assisted chatbot, or on the other end of the phone.
Attentive, anticipatory contact center solutions have a number of benefits:
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