Call Center vs Contact Center

Does your company need a call center solution or a contact center solution. What’s the difference between the two solutions? AeroCom’s President, Mike Smith, explains what you need to know.

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About the Host
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript:

What is the difference between call center vs. contact center?

It really comes down to a problem where, say your company has 2 or 3 people, or maybe even 50 people receiving calls from customers. It could be customer service, it could be tech support within your company, however they’re receiving calls.

But the problem is, the customer, whether that’s an internal customer, somebody calling in, to tech support, or whether it’s an outside customer (that you’re actually selling a product to)… What happens when they want to reach your company in some way other than a phone call?

Say they want to email you through your website, or they want to interact with you on chat, or they want to send you a text message with a picture of the product they’re having an issue with?

Well, as a company, that becomes a problem, because when you have your trained contact center agents (who are receiving phone calls)…

You’re trying to figure out, “What do we do with all these other messages that are coming in to our company? And how do we prioritize them?” And that’s really where contact center is different than call center.

A contact center solution allows a company to take all those different communication mediums and put them into one queue, so that you can have agents within your company receiving calls, receiving text messages, receiving chats, receiving notifications that your company’s been messaged on social media…

All those types of things can be put into a single call queue and prioritized, and you can do skills-based routing, based on which agent you have is better writing versus talking, all those different things.

So, that’s really the difference between call center and contact center, is the ability for your company to address all those different communication mediums with your same staff, and prioritize them, the same way your calls are being prioritized in a call center scenario.

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