A contact center supports customer interactions across a range of channels, including phone calls, email, Web chat, Web collaboration, and the emerging adoption of social media interactions, and is distinct from telephony-only call centers. Although contact centers support more than one channel, they do not necessarily involve the use of universal queuing. Instead, they may support multiple channels but use separate systems and, in some cases, business processes to do so. Key underlying technologies include automatic call distribution, computer-telephony integration, interactive voice response and outbound dialers.
Back to: Glossary