Contact Centre vs. Call Centre: What’s the Difference?

A call centre focuses on phone conversations, whereas a contact centre is more comprehensive, encompassing multiple channels such as email, live chat, and social media, providing a seamless customer conversation across all of those channels. The traditional call centre workflow often leads to frustrated customers due to repeated information requests, while a contact centre solution empowers representatives to provide better experiences by consolidating channels, routing inquiries intelligently, and facilitating collaboration. A cloud-based contact centre solution can also enable remote workers and quick transitions between work and home, ultimately driving better business results through strengthened customer relationships and brand loyalty.