The contact centre is an essential corporate resource that is the focal point of internal and external customer interactions. They act as an important bridge between the customer and the client. Typically contact centres focus on Customer Research, Acquisition, Customer Support and Retention.
A contact centre can handle inbound or outbound transactions and is used by various industry verticals including banking and financial services, insurance, telecom, hospitality, entertainment, retailing, manufacturing, fund raising, political awareness, education, government and many more. Enterprises also use contact centres for certain internal activities such as human resources, internal help desk, emergency management and communications helpline.