A contact center is a point or office where all customer inquiries from numerous channels are handled or managed. Contact centers have been commonly mistaken for call centers since both handle customer service and are usually outsourced. However, contact centers are more than inbound or outbound calls. It provides omnichannel support, which may include email, live chat, social media interaction, billing services, telemarketing, and more. There are different types of contact centers, including hardware contact centers, cloud-based contact centers, hosted contact centers (or outsourced contact centers), and virtual contact centers.
