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## What is a Contact Center and how is it different from a Call Center? Contact center technology allows the customer service to scale to a large customer base. Contact centers will generally be equipped with technology and staff that allows for the efficient answering and management of a large num...

## What is a Contact Center and how is it different from a Call Center? Contact center technology allows the customer service to scale to a large customer base. Contact centers will generally be equipped with technology and staff that allows for the efficient answering and management of a large numbers of calls or contacts from the customers. ### Call Center vs. Contact Center * Call center - Centralized office used for the main function of managing customer interactions by telephone. * Contact center - Traditionally referred to as call centers, contact centers handle additional forms of customer contact including email, online communication (web, chat, social media) fax and letters in addition to phone. | | Call Center | Contact Center | |-----------------|---------------|----------------| | **Assisted Service Touchpoint Coverage** | 👤 | 👤 | | **Self-Service Touchpoint Coverage** | 🗣️ | 🗣️ | | **Channel Coverage** | 📞 | 📞, 📠, ✉️, 🌐, 💬 |