A contact center is often confused with a call center. A contact center is much more than a call center as it typically can handle a variety of types of customer contacts such as phone systems (VoIP / digital), email, text (SMS), fax or direct interaction through a web site using online chat or forms. It is the center point of all communications of customers. It may also be referred to as an e-contact center or a customer interaction center. It is part of a business’ overall CRM (customer relationship management) strategy.
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