Inbound call center

Vetting different contact center solutions? This RFP checklist covers the essentials to be aware of and why they may be important for your contact center.

Contact centers are different from “call centers” in that call centers deal only with phone interactions. Today, inbound contact centers have expanded beyond just phone calls, allowing customers to communicate on the channels they prefer—whether it’s voice, email, chat, or SMS/MMS messaging. (You may hear these referred to collectively as a multichannel or omnichannel experience.)

The type of call center or contact center you need depends on what kind of communications you need it for—and contrary to popular belief, outbound contact centers aren’t all just for sales outreach and inbound contact centers aren’t all for customer support! There are companies that use hosted contact centers to handle employee or internal communications too! Long story short: it’s all about communication—if your business receives lots of inbound queries, no matter if they’re from customers or not, you could use a contact center to handle it.

Grab the Contact Center Playbook, which breaks down everything you need to know, from setup to staffing to optimizing—with examples from real contact center teams across different industries.