What is a Contact Centre?


Contact centres are usually part of companies’ customer service departments and are physical or virtual places where customer inquiries are addressed. A company’s contact centre is staffed with trained agents who handle service issues. Inbound and outbound calls can be handled via digital channels (e.g., email, chat, message), inbound calls, outbound calls, or they may be blended.


Calls and digital messages will typically be routed to the appropriate agents using some type of computer automation software, such as an automatic contact distributor (ACD). To ensure a positive customer experience, contact centre software ensures that customers are immediately connected to agents trained to handle their issues.


A cloud contact centre software solution offers increased agility and flexibility to meet rapidly changing customer expectations as it allows companies to modernize operations and deliver exceptional customer experiences.


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