The terms “call center” and “contact center” are often used in the same context, but they’re not necessarily interchangeable. Both provide ways to communicate with customers, business partners and sometimes vendors, but they aren’t the same thing.

So, what exactly are the differences between a call center and a contact center? We’ve put together a description of each that discusses the differences and similarities.

Defining a call center

As you might guess from the name, a call center focuses mainly on voice-based communications, usually telephone calls.

A typical call center allows both inbound and outbound call services. As a basic example, incoming calls might be from customers reaching out in response to an advertising campaign, or maybe to ask some questions about a new service or product.

Conversely, outgoing calls might involve calling potential customers to give a survey or to get in touch with sales leads created by a new marketing campaign.

Occasionally, there are other services offered by a call center, including a voicemail system, an automated menu (which typically offers a series of choices to a caller to hone in on what they need or what might best serve them), and perhaps an answering service if the calls come in after a center’s hours.

Sometimes call centers are created and run by the companies themselves, but businesses often outsource these needs due to potential expenses from equipment to personnel.

This might sound like a basic explanation of what a call center is, and something you might already have known. But it’s important to understand the fundamentals so we can show how contact centers are different.

Defining a contact center

There was a time when the majority of callers who couldn’t get through to a live agent were frustrated by their experience. And while that frustration might still exist, it’s to a much smaller degree in an era where automated interfaces are common.

And that’s the main difference between a call center and a contact center. Much like call centers, contact centers do offer voice communications and handle inbound and outgoing calls. But in most cases, they also offer online chat services, email communication, instant messaging and other sorts of digital interfaces.

This array of services makes it possible for consumers, vendors and other people to reach out in the way they are most comfortable with. With varying work schedules increasingly becoming the norm, people might prefer being able to reach out in ways that are more convenient (and more expedient) than a phone call.

And often, the wait time isn’t as long with these alternate methods of communication. That’s not to mention that the customer can be more prepared and have all of the information they need in front of them when they begin an instant message or email conversation.

The less time people have to wait, the better, and that’s where a more multi-faceted contact center might be your preferred choice over a more traditional call center.

Is there a middle ground?

One interesting wrinkle when we talk about the differences between call centers and contact centers is that there might be yet another option beyond those two. Businesses that primarily provide IT services to their employees and customers often use something called an ITSM (IT service management) solution.

An ITSM system offers those who need it an array of ways to ask questions and get help, allowing them to look for the solution to their issue at their own pace through self-service portals or through reference materials. It can even allow them to add to the knowledge base that others seek answers from, letting them add their own advice and solutions to the educational database.

For more on contact centers and contact center software solutions, read “How Verint Media Recorder Can Help Your Contact Center.”