Contact Center

Contact centers today must deliver superior customer care while controlling costs and increasing agent productivity. Contact centers may also make outbound sales and marketing calls, or conduct surveys. They are also used to promote public safety.


Automated services allow customers to serve themselves, freeing agents for more complex queries and productive work and reducing costs. Automated services may also notify customers at their request of certain conditions, such as a low bank balance, or of an emergency in their area to promote public safety.

Agents must be able to make contact with customers though a wide variety of media and to make productive use of their time whether they are engaged in pre-sales interaction, or assisting customers in post-sales support and service interaction. Agents must also be trained effectively and monitored for business and legal reasons.

Contact centers are seldom single-site offices today. Contact centers are often multi-site, and include outsourcing services and home office locations. Contact centers can also take advantage of SIP trunking and cloud services that significantly reduce costs, but which can require special connection and security equipment.