Definition of contact center in English:
An integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.
- With 70 percent of all customer contacts taking place in a company's contact center, organizations cannot afford to provide anything less than an exceptional experience.
- A good system is integrated and can attach additional data from other customer management systems in your contact center.
- The second major difference between traditional call centers and today's multichannel contact center is that the customer expects more control of the communication.