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Contact Centers vs. Call Centers: What’s the Difference?

Chances are, your service organization has one or the other. How can you make sure you’ve chosen the right option?

Zoe Sitrin

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Contact Centers vs. Call Centers FAQs

The main difference is that a call center handles only phone calls, while a contact center manages customer interactions across multiple channels like phone, chat, email, and social media.

No, call centers mainly use phone-based systems, while contact centers use broader technology that supports multiple customer service channels like chat, email, and social media alongside voice.

Contact centers are more focused on the customer experience because they support multiple channels, personalize interactions with customer data, and use automation to deliver faster, smoother service.

A call center is better if your business mainly relies on phone support. A contact center is better if you want to serve customers across multiple channels like chat, email, and social media for a more connected experience.

Writers drafted these FAQs with the help of AI.