{"id":10062,"date":"2019-02-11T11:20:26","date_gmt":"2019-02-11T18:20:26","guid":{"rendered":"https:\/\/www.aerocominc.com\/info\/?p=10062"},"modified":"2019-09-03T15:41:42","modified_gmt":"2019-09-03T22:41:42","slug":"call-center-vs-contact-center","status":"publish","type":"post","link":"https:\/\/aerocominc-staging.vitalclients.com\/info\/call-center-vs-contact-center\/","title":{"rendered":"Call Center vs Contact Center"},"content":{"rendered":"<p>Does your company need a call center solution or a contact center solution. What&#8217;s the difference between the two solutions? AeroCom&#8217;s President, Mike Smith, explains what you need to know.<\/p>\n<p><iframe loading=\"lazy\" title=\"Call Center vs Contact Center\" width=\"550\" height=\"309\" src=\"https:\/\/www.youtube.com\/embed\/04ZzQpjOpKk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/www.aerocominc.com\/search?q=Hosted+VoIP\" target=\"_blank\">CLICK HERE<\/a><\/span> to search contact center solutions, with omni-channel queuing capability.<\/p>\n<p>Want Mike&#8217;s opinion on which cloud contact center\u00a0vendors your company should explore? Click the button below to get started.<\/p>\n<p><script src=\"\/\/static.leadpages.net\/leadboxes\/current\/embed.js\" async=\"\" defer=\"defer\"><\/script><button style=\"background: #f26e22; border-color: #f26e22; border-radius: 20px; color: #ffffff; display: inline-block; vertical-align: middle; padding: 16px 32px; min-width: 192px; border: 1px solid #f26e22; font-size: 1rem; font-family: Helvetica, Arial, sans-serif; text-align: center; outline: 0; line-height: 1; cursor: pointer; -webkit-transition: background 0.3s, color 0.3s, border 0.3s; transition: background 0.3s, color 0.3s, border 0.3s; box-shadow: 0px 2px 5px rgba(0, 0, 0, 0.6);\" data-leadbox-popup=\"144249073f72a2:136337e37f46dc\" data-leadbox-domain=\"aerocominc.lpages.co\">Request a free assessment<\/button><\/p>\n<p>&nbsp;<\/p>\n<p><strong>About the\u00a0Host<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9772 alignleft\" src=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2016\/05\/mikesmith.png\" alt=\"mikesmith\" width=\"88\" height=\"131\" srcset=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2016\/05\/mikesmith.png 181w, https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2016\/05\/mikesmith-135x200.png 135w\" sizes=\"auto, (max-width: 88px) 100vw, 88px\" \/><\/strong><br \/>\nMike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He\u00a0has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the\u00a0<a href=\"http:\/\/mydigitalpublication.com\/publication\/index.php?i=68145&amp;m=&amp;l=&amp;p=53&amp;pre=&amp;ver=swf\" target=\"_blank\">top 40<\/a>\u00a0business people in Orange County, CA., under 40 years old. Follow Mike\u00a0on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/mikesmithaerocom\/\" target=\"_blank\">LinkedIn<\/a>,\u00a0<a href=\"https:\/\/twitter.com\/MikeSmithsBrain\" target=\"_blank\">Twitter<\/a>\u00a0or\u00a0<a href=\"https:\/\/community.spiceworks.com\/people\/mike-aerocominccom?source=navbar-subnav\" target=\"_blank\">SpiceWorks<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h3>Transcript:<\/h3>\n<p>What is the difference between call center vs. contact center?<\/p>\n<p>It really comes down to a problem where, say your company has 2 or 3 people, or maybe even 50 people receiving calls from customers. It could be customer service, it could be tech support within your company, however they&#8217;re receiving calls.<\/p>\n<p>But the problem is, the customer, whether that&#8217;s an internal customer, somebody calling in, to tech support, or whether it&#8217;s an outside customer (that you&#8217;re actually selling a product to)\u2026 What happens when they want to reach your company in some way other than a phone call?<\/p>\n<p>Say they want to email you through your website, or they want to interact with you on chat, or they want to send you a text message with a picture of the product they&#8217;re having an issue with?<\/p>\n<p>Well, as a company, that becomes a problem, because when you have your trained contact center agents (who are receiving phone calls)\u2026<\/p>\n<p>You&#8217;re trying to figure out, &#8220;What do we do with all these other messages that are coming in to our company? And how do we prioritize them?&#8221; And that&#8217;s really where contact center is different than call center.<\/p>\n<p><a href=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb.jpg\" rel='magnific'><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-10063\" src=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb.jpg\" alt=\"call center vs contact center\" width=\"759\" height=\"429\" srcset=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb.jpg 759w, https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb-300x170.jpg 300w, https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb-250x141.jpg 250w, https:\/\/aerocominc-staging.vitalclients.com\/info\/wp-content\/uploads\/2019\/02\/call-center-vs-contact-center-thumb-600x339.jpg 600w\" sizes=\"auto, (max-width: 759px) 100vw, 759px\" \/><\/a><\/p>\n<p>A contact center solution allows a company to take all those different communication mediums and put them into one <a href=\"https:\/\/en.wikipedia.org\/wiki\/Virtual_queue\" target=\"_blank\">queue<\/a>, so that you can have agents within your company receiving calls, receiving text messages, receiving chats, receiving notifications that your company&#8217;s been messaged on social media\u2026<\/p>\n<p>All those types of things can be put into a single call queue and prioritized, and you can do <a href=\"https:\/\/en.wikipedia.org\/wiki\/Skills-based_routing\" target=\"_blank\">skills-based routing<\/a>, based on which agent you have is better writing versus talking, all those different things.<\/p>\n<p>So, that&#8217;s really the difference between call center and contact center, is the ability for your company to address all those different communication mediums with your same staff, and prioritize them, the same way your calls are being prioritized in a call center scenario.<\/p>\n<p>Browse contact center solutions, with omni-channel capability: <a href=\"https:\/\/www.aerocominc.com\/search?q=Hosted+VoIP\" target=\"_blank\">https:\/\/www.aerocominc.com\/search?q=Hosted+VoIP<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Does your company need a call center solution or a contact center solution. What&#8217;s the difference between the two solutions? AeroCom&#8217;s President, Mike Smith, explains what you need to know. CLICK HERE to search contact center solutions, with omni-channel queuing<span class=\"ellipsis\">&hellip;<\/span> <a href=\"https:\/\/aerocominc-staging.vitalclients.com\/info\/call-center-vs-contact-center\/\"><\/p>\n<div class=\"read-more\">Read more &#8250;<\/div>\n<p><!-- end of .read-more --><\/a><\/p>\n","protected":false},"author":10,"featured_media":10063,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[356],"tags":[215,460,755,459,933,381,383,380],"class_list":["post-10062","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mikesmithsbrain","tag-voip","tag-call-center","tag-cloud-contact-center","tag-contact-center","tag-mikesmithsbrain","tag-pbx","tag-phone-system","tag-video"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"What&#039;s the difference between call center and contact center solutions? 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