What is a contact center?

Contact Center: Definition, Features, and Uses

What is a contact center

Understanding Contact Centers: The Backbone of Customer Communication

In this digital age where expectations of customers change constantly companies are charged with delivering seamless and effective communication channels to satisfy the demands of their customers. In the middle of this problem is the contact center, which is a multifaceted and flexible center that functions as the primary point of contact between businesses and their clients. But what exactly is a contact center, and why is it so important?

Table of Contents

What is a Contact Center?

Contact centers function as a central point where customer interactions via various channels, such as email, phone calls, live chat, social media, and more are handled and controlled. In contrast to traditional call centers, which are primarily focused on voice calls they are able to manage a variety of communication channels, demonstrating the changing requirements and preferences of contemporary customers.

Key contact center services and features

It’s crucial to personalize your contact center to meet the requirements of your clients while still ensuring that you adhere to budget and resource limitations. The main characteristics of contact centers differ according to the software used, however they can include:
  1. Interactive voice response (IVR) systems: IVR is a telephone tree system that takes inbound calls and redirects the user to the department they prefer or to the agent that is most suitable for their needs.

  2. Automatic call distribution (ACD) and routing: ACD system routes inbound phone calls to agents that are available to speed up wait times.

  3. Call recording:  Calls from customers are recorded for quality assurance measures, and also to train agents.

  4. Call monitoring: Managers are able to monitor activity via a live dashboard and monitor the current calls.

  5. Real-time reporting: Teams can view reports that contain the most current information in order to be able to anticipate customer demands and resolve problems with service.

  6. Integrations: Contact centers are able to connect to third-party software so that teams can collaborate efficiently and gain access to company resources.
Benefits of a Contact Center

Benefits of a Contact Center

In the current business environment in which customers’ satisfaction is the top priority Contact centers have become essential for businesses across different sectors. Contact centers that are centrally located provide a variety of benefits that don’t just enhance customer service but also improve the efficiency of operations and increase business growth. Let’s look at the main benefits that contact centers offer to businesses.
  • Improved customer service
    Contact centers enable multichannel support, faster response times, more personalized communications, active outreach and quicker resolution of complaints. In putting the emphasis on customer service they can increase satisfaction as well as loyalty and referrals.

  • Efficiency of operations
    Advanced routing tools are able to distribute large volumes of queries across the correct channels and agents. This boosts efficiency and first-call resolution. It also improves process consistency, and capability to handle more inquiries without adding more staff.

  • Insightful data and valuable information
    With the complete integration of CRM data and other sources, companies can gain comprehensive insight into customer expectations, behavior and their preferences. Interactive feedback and predictive analytics can also help in strategic decision-making.

  • Revenue and sales growth
    Many contact centers have dedicated sales teams and outbound representatives to drive lead generation, cross-selling/upselling, appointment setting, and higher deal closing rates. Their efforts directly affect top-line earnings.

  • Cost savings
    Consolidating customer interactions gives businesses the ability to benefit from economies of scale and the latest technology to cut costs. Offshore and outsourced models offer more flexibility in budgets. Automatization and self-service investments are also a way to reduce the long-term cost of operations.

Contact Center Technologies

Technology for contact centers is utilized to enhance the performance of facilities. Contact center features include:
  • ACD System: Instantly analyzes the calls that come in and distributes them in accordance with several variables.
  • Email Response & Management: Reviews and collects information about customer concerns based on the information sent via email.
  • IVR System: Use keypad or voice commands to provide information without human aid.
  • Knowledge Base Management: A central place where agents can look up information to reduce waiting times.
  • Workforce Management: Helps agents in managing their own performance.
Contact center solutions typically use the software for call centers. In reality, virtual contact centers could utilize software called virtual call centers to establish a channel that allows remote agents to handle calls as if they were located in one central, central location.

What are Contact Center Software Solutions?

Contact center solutions aid companies and managers of contact centers to increase efficiency, enhance quality assurance, increase agent performance, and build an environment of constant improvement that leads to more positive customer experiences.

Types of Contact Center Software Solutions

In general, there are two kinds of contact center services that are cloud-based and on-premise.

On-premise contact center software solutions

On-premise contact center software solutions are installed within the firm’s IT environment. They have particular equipment and maintenance requirements that are managed by the IT department within the company. This can provide companies with greater control over the access to their system and the configuration of the solution. It does however require additional cost and knowledge from your IT department.

Cloud-based contact center software solutions

Cloud contact center solutions are sometimes referred to by the name of “virtual contact centers”. They do this because they’re not based on existing local IT infrastructure. Instead, they operate on servers that are accessible through the internet.
The virtual contact center software solutions come with advantages because they are usually managed by the software provider. Furthermore, virtual call center solutions are scalable to or down according to the demands of the company.
Cloud-based services are today highly secure and provide an alternative that is flexible to premises software.

Factors to Consider When Choosing a Contact Center Software Solution

As you can see in the illustration, there are a variety of solutions for contact centers. Making the right choice to use for your company’s contact center involves considering the present and the way things are likely to alter in the near future. Think about potential solutions in terms of:
Factors to Consider When Choosing a Contact Center Software Solution

Business size and type

  • Do you have to manage massive call volumes in a short time? Do your clients require more time to hold calls and lesser frequency?
  • Are you primarily handling calls inbound or will you also handle outbound work?
  • Can most requests be dealt with via a phone call, or do other channels need to be used?

Budget and cost-effectiveness

  • Does the value derived from the tool outweigh the cost of buying it?

Scalability and flexibility

  • How fast do you plan to expand?
  • Do you prefer cloud-based software or on-premise alternatives?
  • Do you have any seasonality within your company? Do you need to have an immediate inflow of agents? Or will call volumes dramatically alter at certain times of the year?

Ease of use and management

Naturally, solutions must help and not be a burden.
  • How do agents find it easy to navigate and locate the information they require?
  • Do you think the solution will require regular maintenance or additional equipment?
  • Do you have the internal skills to help make it work and use it to its maximum capacity?


Integrating existing systems will aid in maximizing the benefits of software.
  • There’s a good chance that you are using systems to keep data that could be beneficial in a contact center.
  • Perhaps you are using Active Directory to manage access control or data stored in an online database. It’s crucial that any solution you choose to use is able to handle the information.

Availability of customer support

Accessibility is a major factor. Contact centers have a direct impact on the ability of your company to assist your customers. If there’s an issue, you require prompt and efficient support. Does the business provide prompt and efficient high-quality assistance to solve the issue?

Bright Pattern Contact Center

Bright Pattern provides an AI-powered multichannel contact center software. In order to make sales, customer service, marketing, and sales more effective and efficient, Bright Pattern offers an advanced omnichannel cloud platform, with integrated AI. Bright Patterns platform can be used with every digital channel, including voice, text, chat, email, video, messengers, and bots.
Bright Pattern also provides native omnichannel quality management that allows organizations to monitor every interaction on each channel. Bright Pattern was established by a team of professionals with experience in contact center solutions. The company now is working to build an architecture designed for the future that is cloud-first and advanced. Bright Pattern’s cloud-based call center solution has users worldwide across more than 26 countries.

Bright Pattern Contact Center Features

Contact Center Software Features
  • Agent dashboard
  • Outbound response
  • Click-to-call (CTC)
  • Predictive dialing
  • Call tracking
  • CRM software integration
  • Natural language processing for IVR
  • Validate callers
  • Call forwarding
  • Warm transfer
  • Interactive voice response
  • Call scripts
  • Multichannel integration
  • Automatic speech recognition (ASR)
  • Communications forecasting
Workforce Optimization (WFO) Features
  • Inbound call routing
  • Recording
  • Call analytics
  • Live reporting
  • Customer interaction analytics
  • Omnichannel inbound routing
  • Quality management
  • Historical reporting
  • Customer surveys
Omnichannel support Features
  • Email
  • VoIP
  • Video channel
  • Co-browse
  • Social media channels
  • Voice (phone)
  • SMS/Text
  • Live chat channel
  • Screen-share
  • Mobile applications
Predictive Analytics Features
  • Intelligent call routing
  • AI assistance for live agents
  • Chatbots

Frequently Asked Questions

A good example of a Contact center could be described as a service hotline that is provided by a telecommunications company. If customers experience problems with their telephone service billing, service, or any other queries, they can phone the customer service center. Contact center agents take calls from customers, help customers with questions or concerns, and provide assistance to solve problems. Furthermore, contact centers usually manage various communication channels, such as live chats, emails, as well as social media messages along with phone calls.

The most important distinction between a contact center and a contact center is their range of communication channels and services. Call centers usually focus on the handling of outbound and inbound phone calls, typically to support customers or to sell products or services. They’re mostly voice-centric and have agents who interact with customers solely via phone calls.

However contact centers provide an array of communications channels, such as live chat, email and SMS, social media and much more. They offer multi-channel support, which allows customers to select their preferred method of communicating. Contact centers can also provide a wider range of services that go beyond traditional customer service including technical assistance as well as sales and CRM. They focus on providing customers with a seamless and seamless experience across multiple channels which makes their services more adaptable and flexible to changing customer needs.

The principal role of a call center is to help facilitate communication between an organization and its clients through different channels. It is responsible for handling customer queries as well as providing support for issues, solving problems, and providing assistance for products or services. Contact centers act as centralized centers for customers to reach them via various channels, including telephone calls, emails, live chats, live chats on SMS, social media and much more.

Contact centers are an essential part of modern-day business operations, providing effective customer service and sales growth, ensuring the image of the brand, gathering important insights, and providing access to the world and accessibility. All of these are essential to business success and expansion.

Request a Demo