{"id":2283,"date":"2025-12-12T12:55:29","date_gmt":"2025-12-12T12:55:29","guid":{"rendered":"https:\/\/bpmconsulting.com.co\/call-center-or-contact-center-discover-what-your-company-needs\/"},"modified":"2025-12-12T12:55:29","modified_gmt":"2025-12-12T12:55:29","slug":"call-center-or-contact-center-discover-what-your-company-needs","status":"publish","type":"post","link":"https:\/\/bpmconsulting.com.co\/en\/call-center-or-contact-center-discover-what-your-company-needs\/","title":{"rendered":"Call Center or Contact Center? Discover What Your Company Needs"},"content":{"rendered":"\n

Terms like contact center and call center are often used as synonyms. However, each one follows different processes and offers services that make them significantly distinct.
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Main Differences<\/h3>\n\n\n\n

The main difference between a Call Center and a Contact Center lies in the services they provide and the channels they handle. While a Call Center only uses one channel telephone communication a Contact Center can manage multiple communication channels between the customer and your business, such as chat, video, social media, and, of course, phone calls as well.
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In essence, a Call Center handles calls related to a company\u2019s commercial activity, while a Contact Center represents the evolution of this service and aims to comprehensively manage all of a company\u2019s communication needs through every available digital channel.
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In other words, a Contact Center can make calls to potential customers, but it also receives all incoming communications and can record conversations. It also manages SMS and email sending, as well as live chat messages and activity across the company\u2019s social media profiles.
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The Contact Center and Its Benefits<\/h3>\n\n\n\n

A Contact Center includes different forms of communication between the agent and the customer, starting with phone calls and adding multiple channels such as text chat, SMS, email, video chat, WhatsApp, and social media platforms like Facebook, Twitter, and others.<\/p>\n\n\n\n

The Contact Center is the evolution of the Call Center, designed to adapt to the new needs of customers and businesses. It is becoming increasingly important to serve customers through their preferred channels, and live chat and WhatsApp are clear examples of the most popular communication methods worldwide.
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Another major benefit of a Contact Center is the ability to unify the customer journey across all channels through what is now known as Omnichannel. This means consolidating customer data and service history across every channel to streamline support and improve the customer experience.
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The Voice Channel<\/h4>\n\n\n\n

A Contact Center manages calls on a large scale, just like a Call Center, including outbound campaigns, inbound campaigns, or blended operations, using lists of phone numbers automatically distributed among agents. It is common to use VoIP lines, and agents can work from anywhere even from home when using IP telephony and cloud-based systems. <\/p>\n\n\n\n

The Chat Channel<\/h4>\n\n\n\n

Live chat is one of the most practical channels for most business websites because customers often prefer asking questions without such personal interaction with an agent. However, using a simple web chat is not the same as having live chat integrated with the rest of the Contact Center channels. What makes the difference is not only the contact method itself, but the experience delivered through it.
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The best omnichannel Contact Center solutions include a live chat channel capable of supporting multiple functionalities such as file transfer, authenticated access for VIP customers, visitor tracking, chatbot integration, artificial intelligence, and even the possibility of making voice or video calls directly from the chat using only a browser.
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Social Channels<\/h4>\n\n\n\n

Social media is the newest element recently incorporated into Contact Center services, allowing businesses to access a massive potential audience, as billions of people gather there every day. Integrating the Contact Center with services such as WhatsApp, Facebook, and Twitter is definitely an essential step for any modern business aiming to create better user experiences.
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Contact Center Elements That Help Grow Your Business<\/h3>\n\n\n\n

A Contact Center service is the solution that allows your business to improve its customer-brand relationship, become more profitable, and provide real-time solutions to users.

The main function of a Contact Center is to maintain and strengthen the relationship your customers have with your brand or business. A Contact Center is therefore a management and administration hub that directly contributes to business growth. <\/p>\n\n\n\n

Having a Contact Center helps improve essential aspects for the success of any company, including:
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