A call center is where an organization handles customer telephone calls. Call centers typically utilize some amount of computer automation software, and provide inbound, outbound, and voice-based self-service customer interactions.
Call center software is arguably the most crucial component of an optimal customer experience strategy. Connecting with your customers through their preferred channel of communication is an imperative for modern call center operations.
Although the terms “call center” and “contact center” are often used interchangeably, they actually aren’t the same. A call center, as its name implies, is used for handling customer calls. Meanwhile, a contact center is used to handle all sorts of different methods of contact, from text messaging to email, webchat, phone calls and more.
Genesys is the market leader in integrated customer service and enables businesses around the globe to deliver on their brand promise through call center solutions to optimize operations and deliver true omnichannel CX.
Genesys empowers an optimal CX strategy with next-gen call center solutions, including: