A Contact Center is similar to a Call Center, but with more advanced features. A contact center primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance. It is a central point from which all customer interactions across various channels are managed.
Types of contact centers
- On premise contact center: In this contact center model the contact center infrastructure is located on a customer’s premise (on-premise). Companies using an on-premise contact center usually employ or contract with IT experts for configuration, upgrades, and upkeep of the contact center.
- Cloud contact center: This contact center model is hosted on a cloud provider’s internet server and is the point from which all inbound and outbound communications filter. Cloud-based contact centers are accessible from anywhere through the internet and functions the same as other contact centers. It requires no upfront capital investment, as well as it gives all users instant access to new features without interrupting their workflows.
- Hosted contact center: In this contact center model the contact center infrastructure is outsourced to another company that manages the systems externally. This often leads to an improved return on investment for organizations by reducing the infrastructure’s costs and maintenance.