A contact center company is a company that functions similarly to a call center business. A contact center offers customers an omni-channel experience, which means that they can communicate with agents in more than one way. In addition to voice, a contact center company can communicate with customers through text, chat, and email. Contact centers can also provide support in multiple areas such as IT, customer service, sales, appointment setting, surveys, fundraising, and more. Contact centers are ideal for companies that need help managing daily customer interactions. Instead of using an internal contact center, businesses contract external contact companies to field incoming communications and to perform outbound calls for them. Companies will provide the knowledge and training of their brand and workflows to contact center teams to ensure that agents are well-equipped and prepared to represent the client.
Contact center companies use several tools to perform daily job functions. A few of these include a CRM, a dialer, and omni-channel setups. Omni-channel communication enhances the customer experience, providing them with the utmost convenience. Many customers prefer to text instead of talk. At times, a phone call may be necessary to solve a particular problem. Omni-channel platforms direct incoming requests to the right agent as customers chat, text, email, and call in to a company.
Contact centers can be either inbound, outbound, or both, but their versatility usually allows them to offer both services. Contact centers help businesses save time and money. The added communication channels provide faster help for customers, especially when they have simple questions.
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LiveVox seamlessly integrates Omnichannel Communications, CRM, AI, and Workforce Engagement Management to create better customer experiences and improve agent performance while achieving the highest levels of risk mitigation and data security.
A cloud-based call center, also called a cloud call center, is a web-based software platform for handling a company’s inbound and outbound communications. Since it’s based in the cloud, there’s no need for a physical location to house the cloud call center technology.