| A contact center (also referred to as a customer interaction
center or e-contact center) is a central point in an enterprise from which
all customer contacts are managed. The contact center typically includes
one or more online call centers but may include other types of customer
contact as well, including e-mail newsletters, postal mail catalogs, Web
site inquiries and chats, and the collection of information from customers
during in-store purchasing. A contact center is generally part of an enterprise's
overall customer relationship management (CRM). |
