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A Call center focus on incoming and outgoing voice calls and a contact centre (Omnichannel customer support) can manage customers with both voice calls and data applications like e-mail, web-based chat/instant messaging. In some cases, contact centres will include the capability to share web pages sent to and from the customer.
Benefits
Allows for purchasing of certain contact center features per agent as may be required.
Realise savings in maintenance, expenditure and support costs.
Features
Allows for routing of electronic interactions from web chats and emails into normal voice calls.
