A contact center is the central point of contact for any business that offers customer service. As such, a contact center is where businesses and their customers interact, communicate, and share information. Most contact centers are hosted online (i.e., virtual contact centers or cloud contact centers) and include many kinds of customer contact through voice calls, chats, web inquiries, email, SMS/texts, messengers, social networking sites, and more. Contact centers are generally used with contact center software to facilitate multichannel routing of interactions, monitor interactions for performance and quality, and maintain data for analysis and tracking.
A contact center provides:
- A central point for business and customers to communicate
- Customer contact through voice calls, chats, web inquiries, email, SMS/texts, and social networking sites
- Multichannel routing of interactions
- Targeted workflows for customer service operations
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.