Call Monitoring Software

Understanding the Distinctions: Contact Center Software vs. Call Center Software

Abhishikha Chatterjee
October 18, 2023
6
 mins read

Last modified on

In the world of customer service and support, management teams often find themselves at crossroads when choosing the right software solutions to optimize their operations. 

Two frequently used terms in this context are "contact center software" and "call center software." 

While they may seem interchangeable at first glance, there are crucial distinctions that call center managers and leaders need to be aware of to make informed decisions that align with their specific requirements. 

This blog post will delve into the key differences between contact center software and call center software, equipping you with the knowledge needed to choose the right tool for your call center operations.

Best call center software for small business

Key differences between a contact center solution vs a call center software

1. Communication Channels

One of the primary differences between contact center software and call center software lies in the range of communication channels they support. Call center software predominantly focuses on voice interactions managing incoming and outgoing calls. It may offer limited support for other channels, such as email or chat, but voice communication is its core function.

On the other hand, contact center software is designed to handle a broader spectrum of communication channels, including voice, email, chat, social media, and even SMS. This enables contact centers to provide a more omnichannel customer experience, accommodating customers' preferred means of communication and enhancing overall customer satisfaction.

Omnichannel auditing for call, email and chat on Convin’s contact center software
Omnichannel auditing for call, email and chat on Convin’s contact center software
Best contact center software for omnichannel auditing

2. Scalability

Scalability is critical for call center managers, as it directly impacts their ability to adapt to changing customer demands. Call center software typically offers limited scalability options, often requiring additional hardware and infrastructure investments to accommodate growth. This can be a significant constraint when aiming to expand operations swiftly.

In contrast, customer contact center software is inherently more scalable. It leverages cloud-based technology, allowing businesses to scale up or down rapidly based on seasonal variations or evolving requirements. This flexibility ensures you can efficiently allocate resources and deliver consistent service levels regardless of fluctuating call volumes.

3. Integration Capabilities

Another crucial distinction between these two software types is their integration capabilities. Call center cloud software often provides limited integration options, primarily focusing on CRM software (Customer Relationship Management). While CRM integration is essential for call centers to access customer data, it falls short when seamlessly connecting with various other applications and databases.

Contact center software, however, is built with broader integration capabilities in mind. It can easily integrate with various third-party tools, including marketing automation platforms, ticketing systems, analytics tools, etc. This enhanced integration potential empowers contact centers to create a unified ecosystem that streamlines processes and improves productivity.

Learn about Convin’s custom integration.

4. Analytics and Reporting

Effective analytics and reporting are fundamental for call center managers to gain insights into agent performance, customer behavior, and operational efficiency. Call center cloud software typically provides basic reporting features, focusing mainly on call metrics like average handling time (AHT) and call volume.

Customer contact center software takes analytics and reporting to a whole new level. It offers advanced reporting capabilities encompassing all communication channels, providing a comprehensive view of customer interactions. These insights enable contact center managers to make data-driven decisions, optimize processes, and enhance the overall customer experience.

5. Coaching and Training

Contact center software provides automated agent coaching based on AI-driven call scores. It identifies coaching opportunities and tailors sessions for agents, even allowing managers to add the best-performing agent's conversations as modules into the learning management system for peer-to-peer coaching. This unique feature might need to be added to your traditional call center software.

Agent coaching sessions on Convin’s contact center software
Agent coaching sessions on Convin’s contact center software
Contact center software can monitor real-time conversations

Similarities Between Contact Center Software and Call Center Software 

While call centers and contact centers are different, there are also significant similarities. Let’s point them out:

  • Customer Interaction: Both manage customer interactions through various channels, including voice calls.
  • Agent Management: Both provide tools for agent management, including call routing, monitoring, and performance tracking.
  • Call Queues: Both offer call queue management to distribute incoming calls to available agents.
  • Reporting & Analytics: Both offer basic reporting and analytics capabilities, allowing managers to track call metrics.
  • CRM Integration: Both may integrate with Customer Relationship Management (CRM) systems to access customer data.
  • Call Recording: Both typically offer call recording features for quality assurance and compliance.
  • IVR (Interactive Voice Response): Both may incorporate IVR systems to route calls and gather preliminary information from customers.
  • Scripting Tools: Both may include scripting tools to guide agents through conversations and ensure consistency.
  • Real-time Monitoring: Both allow real-time monitoring of ongoing calls, enabling supervisors to assist agents as needed.

These shared features serve as the foundation for both Contact Center and Call Center software, providing essential tools to manage customer interactions effectively and optimize call center operations.

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Why is a cloud contact center the better solution?

In summary, while contact center software and call center software are indispensable tools for managing customer interactions, their distinctions are critical for managers to understand. 

These options hinge on communication channels, scalability, integration capabilities, and analytics and reporting requirements.

Contact center software is the logical choice for call centers aiming to provide a modern, customer-centric experience across multiple channels. Its versatility, scalability, and robust integration options make it a powerful asset in today's competitive business landscape. 

By making an informed choice between these software types, call center managers can drive efficiency, improve customer satisfaction, and position their operations for long-term success in the digital age. Get insights on the best contact center software solutions. Talk to the experts.

FAQs

1. What is a contact center software?

Contact center software is a technology solution that enables businesses to manage customer interactions across various communication channels, including voice calls, emails, chats, social media, etc. It provides call routing, monitoring, reporting, and analytics tools to enhance customer service and support.

2. What is the difference between CRM software and contact center software?

CRM (Customer Relationship Management) software primarily manages and analyzes customer data and relationships. Contact center software, on the other hand, is designed to handle real-time customer interactions across multiple communication channels. While CRM systems often integrate with contact center software, they serve different purposes.

3. What type of systems do call centers use?

Call centers use a variety of systems, including call center software (for managing customer interactions), CRM software (for customer data and relationship management), IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution) systems, and telephony infrastructure (PBX or VoIP systems), among others.

4. What is the best call center software solution?

The best call center software solution depends on the specific needs and requirements of your call center. The best call center software for a small business could be free QMS software. Or a scalable and affordable software.  Popular options include solutions from companies like Genesys, Convin, Cresta, Five9, Talkdesk, and Zendesk. 

5. What are some recognized call center software companies?

Recognized call center software companies include Genesys, Five9, Convin, Talkdesk, Zendesk, Avaya, Observe, Cisco, Playvox, NICE inContact, and Cresta. These companies offer a range of solutions catering to various call center needs and sizes.

6. What are the different types of call center software?

The five key call center software are:

  • Simple Call Center Software
  • Inbound Call Center Software
  • Outbound Call Center Software
  • Blended Call Center Software
  • Cloud Call Center Software

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