Contact center

A contact center is a centralized department or facility that handles customer interactions across various communication channels, including phone calls, emails, live chats, social media, and more. 

Unlike traditional call centers, which primarily focus on phone calls, contact centers offer a broader range of services to provide omnichannel communication for customer support, sales, complaints, and inquiries. Contact centers may also contact customers to confirm bookings, resolve issues, or promote new products or services.

For example, airlines operate contact centers to manage customer calls and queries regarding flight bookings, cancelations, delays, baggage issues, and more. A passenger might call the contact center to inquire about flight status, change a booking, or request assistance during a layover. 

Contact centers are often powered by technology, such as AI chatbots for automated responses and customer relationship management (CRM) systems for recording customer data and interaction history.