Contact Center is a component of customer service in the company. The main tasks of the Contact Center include receiving incoming calls related for example to taking orders, providing information, telephone banking, helpline and many others. Contact Center is a development of Call Center concept, where the mean of contact with the customer is only the telephone. Apart from it, Contact Center guarantees also the contact via:
- email ;
- online chat,
- website,
- text messages,
- video contact.
Contacts from customers enter into the common waiting queue, they are prioritised, and then routed according to rules defined for the relevant Contact Center consultants having the right to use one or more contact means.
Contact Centers are based on three technological solutions:
ACD – Automatic Call Distributor
IVR – Interactive Voice Response
CTI – Computer Telephony Integration