What’s the Difference Between a Call Center and a Contact Center?
General Customer Experience & Contact Center FAQs
What is the difference between a call center and a contact center?
A call center focuses solely on voice interactions, while a contact center supports voice, chat, messaging, email, and other digital channels to deliver an omnichannel customer experience.
How does a contact center expand capabilities?
Omnichannel support: Combines voice with digital channels for seamless service
Unified agent workspace: Gives agents tools to manage multiple channels from one interface
Customer journey context: Maintains interaction history across all channels
AI-driven efficiency: Leverages automation and analytics to streamline service delivery
Why does this distinction matter?
Customers expect to connect through their preferred channels. A contact center meets those expectations by offering flexibility and consistency across all touchpoints.
What benefits do contact centers provide over call centers?
Increased customer satisfaction with choice-driven support
Reduced wait times through AI routing and self-service
Greater agent productivity with integrated tools and data
Better alignment with modern CX expectations
How does this create a NiCE world?
In a NiCE world, contact centers unify every interaction, delivering connected, personalized experiences that meet customers wherever they are.
Create a connected world, where service is seamless across voice and digital channels.
