A service department that answers, originates, and queues calls, emails, faxes, etc. via both the telephone and the Internet. Typically, a Contact Center has many agents, an automatic distributor and computer connection for order entry and customer details database. Includes help desks and service lines. Q-MasterEX supports this type of communications operation.
a group of people that work together to address customer concerns
a multi-channeled, multi-purpose, virtual organization that serves a variety of constituents, customers, prospects, partners, investors in a logically consolidated but physically disaggregated setting
a proven way to reinforce and retain relations between customers and suppliers
a scalable, geographically distributed system that connects customers, agents, and large databases of content, allowing Wingcast to provide unprecedented service to its customers
a spin on this term, it is used to represent a central group that is responsible maintaining contact with your customers (Inbound/Outbound)
a technologically sophisticated version of the traditional call center
A newer name for a call center, reflecting that other forms of contact (e-mail, fax, text chat, Internet call back, VoIP, and even regular mail) are handled in addition to phone calls.
A term that generally refers to multi-channel service centers, information lines, help desks or customer reservation centers, regardless of how they are organized or what types of transactions they handle.
A business that provides service to its customers through agents. Traditionally, requests for service have come through the use of the telephone, but modern technology has broadened that channel to include fax, voice mail, email, and the Internet, turning the “call center” into a “contact center.
A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered.