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What is the difference between call center and contact center?

Customer Service Contact Centre Call Center
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Question added by Deleted user
Date Posted: 2013/08/21
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Mamdouh Aref
by Mamdouh Aref , Digital Strategy Consultant , Digital Government Authority

Call center is inbound only or outbound

Contact center is a full collaboration (Inbound , Outbound , Email , Chat , Social) they call it multichannel and nowadays called Omnichannel

Mahmoud Hassan
by Mahmoud Hassan , Senior Risk Engineer , Arabia Insurance Company

Call Center: is a company which provides their services like ( customer service , sales, after sales,...etc ) only by PHONE calls at most of times.
Contact Center: Provides their services by any CONTACT way like PHONE CALLS, EMAILS, FAX, ...etc.

Ayham Tawakkol
by Ayham Tawakkol , Assistant Manager, eBanking , Al Hilal Bank

I think it is mixed..
call center and contact center are most probably the same...
currenlty is the call or contact center have lots of duties and dealing with customers, then they call it Service Center...
and I believe nowadays all are approx the same...

Monster figueira
by Monster figueira , Counter Supervisor , MGM International Travels

they both are the same, its just that in todays coporate world all top brand companies have changed their names from Call Centre to Contact Centre

mohammed ElRefaay
by mohammed ElRefaay , Senior task force , no name

The same.

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