Call centre or contact centre: A change seems to be taking place in corporate customer service. Traditional call centres are evolving; the industry is increasingly talking about contact centres. The reason: more and more customers are getting in touch with companies and organisations in a different way than before. They use a wide variety of communication devices and channels to obtain information or make enquiries. According to some experts, the term ‘contact centre’ better reflects this development.

This process will accelerate in the future when websites offer new functions such as WebRTC, which enable communication directly from the website or from WebRTC endpoints. This will also change how customers and companies communicate with each other..

For some, the term ‘call centre’ has become old-fashioned – a symbol for one-way communication. The term usually stands for a centralised solution for managing outgoing or incoming telephone calls. The term ‘contact centre’, on the other hand, is becoming increasingly popular as it describes a comprehensive solution for managing all channels of incoming and outgoing communication with customers.

We believe that what matters most is the dialogue between the company and its customers. Terms may be helpful, but at the end of the day they are just names: What really counts is a solution that can be adapted to any communication channel – be it traditional landline calls, WebRTC clients, browser-based communication, email, SMS, mobile calls or new channels that will emerge in the future.

Our flexible ACD solutions can be realised in various configurations that cover all your required communication channels. Does your company mainly contact customers by telephone? Then you can get straight down to business with our instant solution. Or do you need a more comprehensive solution for contact management? No problem either. And if your needs change later and you want to open up new ways of communicating with your customers and employees, we can help you expand and develop your channels.

No matter what you call it: The most important thing is customer service. We take care of managing your communications and channels so that you can provide an exemplary service that is customised to your company’s needs. Find out today how we can help your organisation with our ACD solutions.