READ TIME: 5.5 MINS.

READ TIME: 5 MINS.

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.

Telecom is the shortened version of the word telecommunications. Telecom can be used to describe the data exchange of information between long distances. Data information can be in the form of text, audio, and video. It can be transmitted by various means including wire, fiber optic cable, satellite, or wirelessly such as cellular, radio, or television communications. Telecom can also be used to describe the telecommunications industry as a whole.  The Internet is the largest form of a telecom network but government agencies, businesses, media networks and consumers use a variety of forms of telecom in everyday life.

READ TIME: 5 MINS.