{"id":62399,"date":"2025-03-14T08:00:56","date_gmt":"2025-03-14T13:00:56","guid":{"rendered":"https:\/\/ikono.co\/?p=62399"},"modified":"2025-10-14T14:03:25","modified_gmt":"2025-10-14T19:03:25","slug":"contact-center-vs-call-center","status":"publish","type":"post","link":"https:\/\/ikono.co\/en_us\/contact-center-vs-call-center\/","title":{"rendered":"Contact Center vs. Call Center: Which Does My Business Need?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"62399\" class=\"elementor elementor-62399\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b5c473e e-con-full e-flex e-con e-parent\" data-id=\"b5c473e\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-ca5b603 e-con-full e-flex e-con e-child\" data-id=\"ca5b603\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-8c3753c e-grid e-con-full e-con e-child\" data-id=\"8c3753c\" data-element_type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bca9796 e-flex e-con-boxed e-con e-parent\" data-id=\"bca9796\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-586ba3c e-grid e-con-full e-con e-child\" data-id=\"586ba3c\" data-element_type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-858cf6f e-flex e-con-boxed e-con e-parent\" data-id=\"858cf6f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-396ee72 e-flex e-con-boxed e-con e-parent\" data-id=\"396ee72\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-70fa5f7 e-con-full e-flex e-con e-parent\" data-id=\"70fa5f7\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-58dc3bb e-con-full e-flex e-con e-child\" data-id=\"58dc3bb\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b25860c e-grid e-con-full e-con e-child\" data-id=\"b25860c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8a81d28 elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"8a81d28\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-6a50c64 elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/category\/call_center\/\" class=\"elementor-post-info__terms-list-item\">Call Center<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/chat-center\/\" class=\"elementor-post-info__terms-list-item\">Chat Center<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/comunicacion\/\" class=\"elementor-post-info__terms-list-item\">Communication<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/emprendimiento\/\" class=\"elementor-post-info__terms-list-item\">Entrepreneurship<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/experiencia_clientes\/\" class=\"elementor-post-info__terms-list-item\">Customer Experience<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/multiagente\/\" class=\"elementor-post-info__terms-list-item\">Multi-agent<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/servicio_al_cliente\/\" class=\"elementor-post-info__terms-list-item\">Customer service<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/category\/tecnologia\/\" class=\"elementor-post-info__terms-list-item\">Technology<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f48174 elementor-widget elementor-widget-heading\" data-id=\"3f48174\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Contact Center vs. Call Center: Which one does my company need?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc0831c elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"cc0831c\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a6d8be4 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/author\/mercadeo\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-user-circle\" viewbox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M248 104c-53 0-96 43-96 96s43 96 96 96 96-43 96-96-43-96-96-96zm0 144c-26.5 0-48-21.5-48-48s21.5-48 48-48 48 21.5 48 48-21.5 48-48 48zm0-240C111 8 0 119 0 256s111 248 248 248 248-111 248-248S385 8 248 8zm0 448c-49.7 0-95.1-18.3-130.1-48.4 14.9-23 40.4-38.6 69.6-39.5 20.8 6.4 40.6 9.6 60.5 9.6s39.7-3.1 60.5-9.6c29.2 1 54.7 16.5 69.6 39.5-35 30.1-80.4 48.4-130.1 48.4zm162.7-84.1c-24.4-31.4-62.1-51.9-105.1-51.9-10.2 0-26 9.6-57.6 9.6-31.5 0-47.4-9.6-57.6-9.6-42.9 0-80.6 20.5-105.1 51.9C61.9 339.2 48 299.2 48 256c0-110.3 89.7-200 200-200s200 89.7 200 200c0 43.2-13.9 83.2-37.3 115.9z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tiKono Communications\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-925e1ff elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/2025\/03\/14\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M12 192h424c6.6 0 12 5.4 12 12v260c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V204c0-6.6 5.4-12 12-12zm436-44v-36c0-26.5-21.5-48-48-48h-48V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H160V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v36c0 6.6 5.4 12 12 12h424c6.6 0 12-5.4 12-12z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>March 14, 2025<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-f92a6f7 elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-tags\" viewbox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M497.941 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class=\"elementor-post-info__terms-list-item\">Innovation<\/a>, <a href=\"https:\/\/ikono.co\/en_us\/tag\/tecnologia\/\" class=\"elementor-post-info__terms-list-item\">Technology<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1eb212a e-flex e-con-boxed e-con e-parent\" data-id=\"1eb212a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-327162f e-con-full e-flex e-con e-child\" data-id=\"327162f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7482ccb elementor-widget elementor-widget-shortcode\" data-id=\"7482ccb\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><div 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src=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact-1024x684.png\" class=\"attachment-large size-large wp-image-62401\" alt=\"Call Center Contact Center\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact-1024x684.png 1024w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact-300x200.png 300w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact-768x513.png 768w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact-1536x1025.png 1536w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact.png 2000w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-76eccb0 e-flex e-con-boxed e-con e-parent\" data-id=\"76eccb0\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-dcda573 e-con-full e-flex e-con e-child\" data-id=\"dcda573\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-670fdf9 elementor-widget elementor-widget-text-editor\" data-id=\"670fdf9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"111\" data-end=\"483\">As companies seek better ways to deliver a superior customer experience, distinguishing between a Contact Center and a Call Center can be tricky. The world of contact centers can be confusing, and you might be thinking of a Contact Center because that&#039;s where customer interactions take place. And you&#039;re right. But in the tech industry, there are very different definitions when it comes to Contact Centers versus call centers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f86170c e-flex e-con-boxed e-con e-parent\" data-id=\"f86170c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0905e74 e-con-full e-flex e-con e-child\" data-id=\"0905e74\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9a9ca8d elementor-widget elementor-widget-text-editor\" data-id=\"9a9ca8d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1057\" data-end=\"1309\">You have the option to acquire a Contact Center if your company requires:<\/p><ul><li data-start=\"1057\" data-end=\"1309\">Manage call flows.<\/li><li data-start=\"1057\" data-end=\"1309\">When your customers only call to get in touch.<\/li><li data-start=\"1057\" data-end=\"1309\">Outbound calls are more important than interactions with inbound customers.<\/li><li data-start=\"1057\" data-end=\"1309\">Your customers demand (and use) other digital channels.<\/li><li data-start=\"1057\" data-end=\"1309\">Evaluate multichannel reports.<\/li><li data-start=\"1057\" data-end=\"1309\">You&#039;re ready to expand and scale.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0d4d1ed e-flex e-con-boxed e-con e-parent\" data-id=\"0d4d1ed\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8579f22 e-con-full e-flex e-con e-child\" data-id=\"8579f22\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e48814 elementor-widget elementor-widget-text-editor\" data-id=\"2e48814\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 id=\"ember375\" class=\"ember-view reader-text-block__heading-3\">What is a contact center?<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0637e73 e-flex e-con-boxed e-con e-parent\" data-id=\"0637e73\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d81d8d8 e-con-full e-flex e-con e-child\" data-id=\"d81d8d8\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6308697 elementor-widget elementor-widget-text-editor\" data-id=\"6308697\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1516\" data-end=\"1716\">When defining what a Contact Center is, we arrive at &quot;a business function responsible for communicating with customers.&quot; This usually happens by phone, SMS, email, social media, or video.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ed15b2f e-flex e-con-boxed e-con e-parent\" data-id=\"ed15b2f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-ca23d9d e-con-full e-flex e-con e-child\" data-id=\"ca23d9d\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-effb339 elementor-widget elementor-widget-text-editor\" data-id=\"effb339\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1516\" data-end=\"1716\">A contact center is also the business unit that assists customers through all contact methods. Typically, a contact center is located in an office. However, the pandemic led many customer service teams to work from home. The transition to working from home has been successful, and some agents continue to work remotely.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-95ca878 e-flex e-con-boxed e-con e-parent\" data-id=\"95ca878\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-87013f7 e-con-full e-flex e-con e-child\" data-id=\"87013f7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1de3161 elementor-widget elementor-widget-text-editor\" data-id=\"1de3161\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We now see hybrid contact centers; some work in the office and others from home. Contact center software describes the technology used in these office or hybrid environments. However, we primarily associate it with people handling inbound transactions or making outbound calls.<\/p><p>When it&#039;s just about phone calls, that&#039;s a call center.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e1fbffa e-flex e-con-boxed e-con e-parent\" data-id=\"e1fbffa\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8dc74e9 e-con-full e-flex e-con e-child\" data-id=\"8dc74e9\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79909e2 elementor-widget elementor-widget-text-editor\" data-id=\"79909e2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A contact center manages all types of customer contact. It is expected to support the following digital channels:<\/p><ul><li>Telephone calls.<\/li><li>Emails.<\/li><li>Video.<\/li><li>Live chat.<\/li><li>Chatbot climbs.<\/li><li>Social networks.<\/li><li>Text messages (SMS).<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8154523 e-flex e-con-boxed e-con e-parent\" data-id=\"8154523\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-6beafcb e-con-full e-flex e-con e-child\" data-id=\"6beafcb\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fc3e4e2 elementor-widget elementor-widget-text-editor\" data-id=\"fc3e4e2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A contact center solution offers a single interface for managing multichannel customer inquiries. It also provides a sophisticated suite of back-end reports. All the data captured in your contact center is useful for forecasting and planning.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2e66967 e-flex e-con-boxed e-con e-parent\" data-id=\"2e66967\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-856b062 e-con-full e-flex e-con e-child\" data-id=\"856b062\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0c29eb4 elementor-widget elementor-widget-text-editor\" data-id=\"0c29eb4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">What is a call center?<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5c917ae e-flex e-con-boxed e-con e-parent\" data-id=\"5c917ae\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8b19a57 e-con-full e-flex e-con e-child\" data-id=\"8b19a57\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f93d965 elementor-widget elementor-widget-text-editor\" data-id=\"f93d965\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Everyone is familiar with a traditional call center. It&#039;s where customers call and agents answer their questions. These can be desks, cubicles, or an open-plan office environment. Agents typically wear headsets connected to the phone system to make and answer calls.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-19b79ae e-flex e-con-boxed e-con e-parent\" data-id=\"19b79ae\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-339dae8 e-con-full e-flex e-con e-child\" data-id=\"339dae8\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f3881db elementor-widget elementor-widget-text-editor\" data-id=\"f3881db\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In technical terms, a call center is a voice-only deployment. SIP trunks are the foundation for the call center software to handle large call volumes. The call center then routes these calls to the IVR system or call distribution features.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fea28a2 e-flex e-con-boxed e-con e-parent\" data-id=\"fea28a2\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c77bf47 e-con-full e-flex e-con e-child\" data-id=\"c77bf47\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0ad5706 elementor-widget elementor-widget-text-editor\" data-id=\"0ad5706\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Unlike a multichannel contact center, agents don&#039;t have access to web chat, social media, or other channels. While these support channels may be offered, many call center agents keep these touchpoints separate. So, for example, when a customer calls and requests an update to their Twitter message, the call center agent doesn&#039;t have access.<\/p><p>But they have access to a range of features and functions to help callers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-005dd69 e-flex e-con-boxed e-con e-parent\" data-id=\"005dd69\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5e58e1d e-con-full e-flex e-con e-child\" data-id=\"5e58e1d\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b106cbd elementor-widget elementor-widget-image\" data-id=\"b106cbd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2-1024x684.png\" class=\"attachment-large size-large wp-image-62402\" alt=\"\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2-1024x684.png 1024w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2-300x200.png 300w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2-768x513.png 768w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2-1536x1025.png 1536w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact2.png 2000w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae10ccb e-flex e-con-boxed e-con e-parent\" data-id=\"ae10ccb\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-134338a e-con-full e-flex e-con e-child\" data-id=\"134338a\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-291a212 elementor-widget elementor-widget-text-editor\" data-id=\"291a212\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"3302\" data-end=\"3637\">Call center technology includes the following features:<\/p><ul><li data-start=\"3302\" data-end=\"3637\">Interactive Voice Response (IVR).<\/li><li data-start=\"3302\" data-end=\"3637\">Automatic Call Distributor (ACD).<\/li><li data-start=\"3302\" data-end=\"3637\">Automatic assistants.<\/li><li data-start=\"3302\" data-end=\"3637\">Call control.<\/li><li data-start=\"3302\" data-end=\"3637\">Call recording.<\/li><li data-start=\"3302\" data-end=\"3637\">Call queue.<\/li><li data-start=\"3302\" data-end=\"3637\">Call disposition and KPIs.<\/li><li data-start=\"3302\" data-end=\"3637\">Agent availability.<\/li><li data-start=\"3302\" data-end=\"3637\">Integrated reports.<\/li><li data-start=\"3302\" data-end=\"3637\">Supervisor dashboards.<\/li><li data-start=\"3302\" data-end=\"3637\">Live call status.<\/li><li data-start=\"3302\" data-end=\"3637\">Panels with waiting times.<\/li><li data-start=\"3302\" data-end=\"3637\">Computer telephony integration (CTI).<\/li><li data-start=\"3302\" data-end=\"3637\">CRM integrations.<\/li><li data-start=\"3302\" data-end=\"3637\">Whispering ads in the queue.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4ddb131 e-flex e-con-boxed e-con e-parent\" data-id=\"4ddb131\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8d52901 e-con-full e-flex e-con e-child\" data-id=\"8d52901\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cf49881 elementor-widget elementor-widget-text-editor\" data-id=\"cf49881\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"3845\" data-end=\"4098\">Key differences between Contact Centers and call centers:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9bfd3a6 e-flex e-con-boxed e-con e-parent\" data-id=\"9bfd3a6\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0399f53 e-con-full e-flex e-con e-child\" data-id=\"0399f53\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ac7f966 elementor-widget elementor-widget-text-editor\" data-id=\"ac7f966\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">What is the difference between a contact center and a call center?<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-089331a e-flex e-con-boxed e-con e-parent\" data-id=\"089331a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0f36b1f e-con-full e-flex e-con e-child\" data-id=\"0f36b1f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9629932 elementor-widget elementor-widget-text-editor\" data-id=\"9629932\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"4432\" data-end=\"4639\">The difference between a call center and a contact center lies in the channels customers can use to contact you. In call centers, they can only use the telephone. In a contact center, digital channels such as web chat, email, social media, and SMS are available.<\/p><p data-start=\"4432\" data-end=\"4639\">Keep the following differences in mind when choosing between a contact center and a call center.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2847b28 e-flex e-con-boxed e-con e-parent\" data-id=\"2847b28\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-89b3323 e-con-full e-flex e-con e-child\" data-id=\"89b3323\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d53dc8e elementor-widget elementor-widget-text-editor\" data-id=\"d53dc8e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">1) Call centers only support voice calls<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-83909fe e-flex e-con-boxed e-con e-parent\" data-id=\"83909fe\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-28d541f e-con-full e-flex e-con e-child\" data-id=\"28d541f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a297fc1 elementor-widget elementor-widget-text-editor\" data-id=\"a297fc1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"4867\" data-end=\"5144\">If your customers are currently contacting you through other channels, a call center limits how they can reach the right people. Your call center agents should be the first line of support for any incoming inquiry.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3b99737 e-flex e-con-boxed e-con e-parent\" data-id=\"3b99737\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-45bf6fb e-con-full e-flex e-con e-child\" data-id=\"45bf6fb\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3451ec9 elementor-widget elementor-widget-text-editor\" data-id=\"3451ec9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">What if they aren&#039;t?<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2312ed1 e-flex e-con-boxed e-con e-parent\" data-id=\"2312ed1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f02da50 e-con-full e-flex e-con e-child\" data-id=\"f02da50\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e0a5006 elementor-widget elementor-widget-text-editor\" data-id=\"e0a5006\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">When your teams work without platforms that streamline processes, customers are not up to date and agents cannot see what other team members are saying to their customers.<\/p><p data-start=\"5401\" data-end=\"5734\">It happens all the time when customers send tweets and emails, but your agents only answer calls.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6c5cbbb e-flex e-con-boxed e-con e-parent\" data-id=\"6c5cbbb\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-048f648 e-con-full e-flex e-con e-child\" data-id=\"048f648\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d44ed77 elementor-widget elementor-widget-text-editor\" data-id=\"d44ed77\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">2) If a customer uses an unsupported channel, their experience is disjointed.<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-36a76c1 e-flex e-con-boxed e-con e-parent\" data-id=\"36a76c1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e181c64 e-con-full e-flex e-con e-child\" data-id=\"e181c64\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c12cd22 elementor-widget elementor-widget-text-editor\" data-id=\"c12cd22\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">When other contact channels exist, but you keep them isolated from your call center, the customer experience is disjointed.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0fa3106 e-flex e-con-boxed e-con e-parent\" data-id=\"0fa3106\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-441d5ac e-con-full e-flex e-con e-child\" data-id=\"441d5ac\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-29d92ac elementor-widget elementor-widget-text-editor\" data-id=\"29d92ac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">3) Call centers lack expansion capacity<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d7db478 e-flex e-con-boxed e-con e-parent\" data-id=\"d7db478\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-660ed65 e-con-full e-flex e-con e-child\" data-id=\"660ed65\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1b88575 elementor-widget elementor-widget-text-editor\" data-id=\"1b88575\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">Today, it&#039;s not just your agents and customers who are affected when you choose a call center instead of a contact center. And we&#039;re not just talking about call volume.<\/p><p data-start=\"5401\" data-end=\"5734\">If your plans include channels like SMS, email, and social media, it means moving from a call center to a modern contact center.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1e02ea8 e-flex e-con-boxed e-con e-parent\" data-id=\"1e02ea8\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-681732a e-con-full e-flex e-con e-child\" data-id=\"681732a\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0e4926f elementor-widget elementor-widget-text-editor\" data-id=\"0e4926f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">This new technology also requires training for agents. It means implementing new software. It means change. The likelihood that your customers will want to use another channel is high. Just because your company doesn&#039;t offer them centrally doesn&#039;t mean they can&#039;t find them or don&#039;t want to use them.<\/p><p data-start=\"5401\" data-end=\"5734\">If you have an Instagram account, you might only use it to promote new products. But what happens when a customer prefers Instagram to calling you?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4fa53b8 e-flex e-con-boxed e-con e-parent\" data-id=\"4fa53b8\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4e89250 e-con-full e-flex e-con e-child\" data-id=\"4e89250\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b4e189 elementor-widget elementor-widget-text-editor\" data-id=\"4b4e189\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">You receive a DM that you don&#039;t check. After all, you schedule your posts and use Instagram as a one-way promotional communication channel. Your client doesn&#039;t know, doesn&#039;t receive a response, and gets frustrated. In the end, they go to the competition.<\/p><p data-start=\"5401\" data-end=\"5734\">Moreover, multichannel contact centers often give you an advantage over the competition.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c8d4929 e-flex e-con-boxed e-con e-parent\" data-id=\"c8d4929\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5c8c12b e-con-full e-flex e-con e-child\" data-id=\"5c8c12b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de40c69 elementor-widget elementor-widget-text-editor\" data-id=\"de40c69\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"5401\" data-end=\"5734\">In fact, the 92% of organizations that consider customer experience as a differentiating factor offer multiple contact channels.<\/p><p data-start=\"5401\" data-end=\"5734\">Don&#039;t fall behind if there&#039;s a possibility that your customers will use channels other than voice.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ce5a17 e-flex e-con-boxed e-con e-parent\" data-id=\"3ce5a17\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2564bb1 e-con-full e-flex e-con e-child\" data-id=\"2564bb1\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c4b83db elementor-widget elementor-widget-image\" data-id=\"c4b83db\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4-1024x684.png\" class=\"attachment-large size-large wp-image-62403\" alt=\"\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4-1024x684.png 1024w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4-300x200.png 300w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4-768x513.png 768w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4-1536x1025.png 1536w, https:\/\/ikono.co\/wp-content\/uploads\/portada-call-vs-contact4.png 2000w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1cf07d3 e-flex e-con-boxed e-con e-parent\" data-id=\"1cf07d3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-dfa141a e-con-full e-flex e-con e-child\" data-id=\"dfa141a\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-206e21c elementor-widget elementor-widget-text-editor\" data-id=\"206e21c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">Contact center and call center similarities:<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a433b65 e-flex e-con-boxed e-con e-parent\" data-id=\"a433b65\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d6d4e85 e-con-full e-flex e-con e-child\" data-id=\"d6d4e85\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6e59b23 elementor-widget elementor-widget-text-editor\" data-id=\"6e59b23\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Although there is no doubt that Contact Centers and call centers are different, there are some fundamental similarities to consider.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-72ebc81 e-flex e-con-boxed e-con e-parent\" data-id=\"72ebc81\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1c9390e e-con-full e-flex e-con e-child\" data-id=\"1c9390e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9bd77de elementor-widget elementor-widget-text-editor\" data-id=\"9bd77de\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">1) Both support voice calls<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-df53d0e e-flex e-con-boxed e-con e-parent\" data-id=\"df53d0e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2b2b089 e-con-full e-flex e-con e-child\" data-id=\"2b2b089\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-43597d6 elementor-widget elementor-widget-text-editor\" data-id=\"43597d6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">The selling point of a contact center compared to a call center is the additional channels it offers. But that doesn&#039;t mean it can&#039;t handle voice.<\/p><p data-start=\"6018\" data-end=\"6201\">In fact, most contact center customers use voice as their primary channel. They use channels like web chat, email, and social media as complementary solutions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7ae1db3 e-flex e-con-boxed e-con e-parent\" data-id=\"7ae1db3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0e6738f e-con-full e-flex e-con e-child\" data-id=\"0e6738f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f5ba630 elementor-widget elementor-widget-text-editor\" data-id=\"f5ba630\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">When wait times are high, send a message to the customer encouraging them to use self-service options, such as contacting your help center. In such cases, other channels are useful when customers still need assistance and don&#039;t want to wait on hold. That said, all the features and capabilities available in a cloud-based call center are accessible when you choose a cloud-based contact center.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-36bc617 e-flex e-con-boxed e-con e-parent\" data-id=\"36bc617\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-710fa47 e-con-full e-flex e-con e-child\" data-id=\"710fa47\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8d9b479 elementor-widget elementor-widget-text-editor\" data-id=\"8d9b479\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">2) Both can include comprehensive reports and analyses<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f7df178 e-flex e-con-boxed e-con e-parent\" data-id=\"f7df178\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c492740 e-con-full e-flex e-con e-child\" data-id=\"c492740\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ba47ef1 elementor-widget elementor-widget-text-editor\" data-id=\"ba47ef1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">When your company receives a lot of incoming calls or any contact with customers, it generates a large amount of data. This information includes conversations and data from your customer relationship management tools.<\/p><p data-start=\"6018\" data-end=\"6201\">What you do with this data depends on your company&#039;s needs. But both contact center and call center solutions include extensive reporting and analytics.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-88f5c2b e-flex e-con-boxed e-con e-parent\" data-id=\"88f5c2b\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e4a9a62 e-con-full e-flex e-con e-child\" data-id=\"e4a9a62\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6478601 elementor-widget elementor-widget-text-editor\" data-id=\"6478601\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">In call centers, analytics provide real-time and historical call details for your business. This data is invaluable in high-volume situations, such as inbound technical support. Historical trends can also be used to optimize staffing during vacation periods.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7222bfa e-flex e-con-boxed e-con e-parent\" data-id=\"7222bfa\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-7e65739 e-con-full e-flex e-con e-child\" data-id=\"7e65739\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7d5ffee elementor-widget elementor-widget-text-editor\" data-id=\"7d5ffee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">With contact center reports, you&#039;ll get all the call details, plus information about customer behavior on other channels. It&#039;s like having more canaries in the coal mine. If your website goes down, you&#039;ll almost certainly hear about it on social media first.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-adef0df e-flex e-con-boxed e-con e-parent\" data-id=\"adef0df\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f2cd66e e-con-full e-flex e-con e-child\" data-id=\"f2cd66e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-013df4b elementor-widget elementor-widget-text-editor\" data-id=\"013df4b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">The added advantage is that everything is available in one place and to all agents. When access and information are shared across contact channels, we call it an omnichannel contact center.<\/p><p data-start=\"6018\" data-end=\"6201\">Omnichannel contact centers serve customers across all channels and at any time.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8ecbb6c e-flex e-con-boxed e-con e-parent\" data-id=\"8ecbb6c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-98ea43f e-con-full e-flex e-con e-child\" data-id=\"98ea43f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c86248a elementor-widget elementor-widget-text-editor\" data-id=\"c86248a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">3) Both are available via the cloud<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-277c37f e-flex e-con-boxed e-con e-parent\" data-id=\"277c37f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-aa0f8ab e-con-full e-flex e-con e-child\" data-id=\"aa0f8ab\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d88da2a elementor-widget elementor-widget-text-editor\" data-id=\"d88da2a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">These days there&#039;s not much that can&#039;t be put in the cloud.<\/p><p data-start=\"6018\" data-end=\"6201\">Although there are some specific use cases for on-premises deployments, only 41% of companies resist migrating to the cloud.<\/p><p data-start=\"6018\" data-end=\"6201\">Contact Center as a Service (CCaaS) is the term for cloud-based implementations of contact centers. This is instead of installing a call center module on your phone system and adding many individual servers per channel that you need.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-62c1257 e-flex e-con-boxed e-con e-parent\" data-id=\"62c1257\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1d5682b e-con-full e-flex e-con e-child\" data-id=\"1d5682b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f9db330 elementor-widget elementor-widget-text-editor\" data-id=\"f9db330\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Instead, you download a desktop application or connect to a web URL and access all the channels you need through the cloud.<\/p><p data-start=\"6018\" data-end=\"6201\">A cloud-based call center works in a very similar way. For example, you can start with a VoIP phone system with features like call flows and call queues, and then upgrade to an advanced package with IVR, intelligent callback, and quality assurance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c8f2217 e-flex e-con-boxed e-con e-parent\" data-id=\"c8f2217\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-310a16e e-con-full e-flex e-con e-child\" data-id=\"310a16e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ac466ca elementor-widget elementor-widget-text-editor\" data-id=\"ac466ca\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">Contact center versus call center: Which to choose?<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fcbd5ed e-flex e-con-boxed e-con e-parent\" data-id=\"fcbd5ed\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f91580e e-con-full e-flex e-con e-child\" data-id=\"f91580e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-53746aa elementor-widget elementor-widget-text-editor\" data-id=\"53746aa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Choosing the right combination of a Contact Center and a Call Center can be the difference between increasing customer satisfaction and losing previously loyal customers.<\/p><p data-start=\"6018\" data-end=\"6201\">Here are some principles to follow when choosing between contact centers and call centers. See which one best describes your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6deecfb e-flex e-con-boxed e-con e-parent\" data-id=\"6deecfb\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-78fa34c e-con-full e-flex e-con e-child\" data-id=\"78fa34c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6d0dfef elementor-widget elementor-widget-text-editor\" data-id=\"6d0dfef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">Choose a call center when:<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2412d30 e-flex e-con-boxed e-con e-parent\" data-id=\"2412d30\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e23ef00 e-con-full e-flex e-con e-child\" data-id=\"e23ef00\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e4fda24 elementor-widget elementor-widget-text-editor\" data-id=\"e4fda24\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">If your customers only use the phone to get in touch, and you&#039;re sure they won&#039;t use new channels like web chat and SMS, then choosing a contact center is unnecessary. As a result, you&#039;ll end up with empty reports and have spent money on unused contact center technology.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c254daf e-flex e-con-boxed e-con e-parent\" data-id=\"c254daf\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-cd73d69 e-con-full e-flex e-con e-child\" data-id=\"cd73d69\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f7ffd5f elementor-widget elementor-widget-text-editor\" data-id=\"f7ffd5f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">For some businesses, a simple call center is all they need. And that&#039;s perfectly fine. In cases like outsourcing customer service functions, an inbound call center is all you need.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-898ea8d e-flex e-con-boxed e-con e-parent\" data-id=\"898ea8d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0620eb3 e-con-full e-flex e-con e-child\" data-id=\"0620eb3\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6d6fd5c elementor-widget elementor-widget-text-editor\" data-id=\"6d6fd5c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">If your business model involves handling calls from your customers (or your customers&#039; customers), a call center is a good option. Your primary focus will be managing call flows. You may need to manage complex call flows in addition to receiving simple calls.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-128224f e-flex e-con-boxed e-con e-parent\" data-id=\"128224f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-b536834 e-con-full e-flex e-con e-child\" data-id=\"b536834\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f9d65cb elementor-widget elementor-widget-text-editor\" data-id=\"f9d65cb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4 id=\"ember382\" class=\"ember-view reader-text-block__heading-3\">Choose a contact center when:<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-01fe204 e-flex e-con-boxed e-con e-parent\" data-id=\"01fe204\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-63d5a58 e-con-full e-flex e-con e-child\" data-id=\"63d5a58\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6cf2441 elementor-widget elementor-widget-text-editor\" data-id=\"6cf2441\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Your customers use multiple channels. Sometimes, you have no choice but to use a contact center instead of a call center. If your customers already use email and social media to contact your company, you need to seamlessly integrate the experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-624e0ba e-flex e-con-boxed e-con e-parent\" data-id=\"624e0ba\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-578b679 e-con-full e-flex e-con e-child\" data-id=\"578b679\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e19923 elementor-widget elementor-widget-text-editor\" data-id=\"2e19923\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">It&#039;s about strengthening the customer journey. If you can&#039;t provide a good enough response every time a customer calls to find out what&#039;s happening with their Facebook inquiry, you&#039;re setting them up for the next big step: looking for another option.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5eba68c e-flex e-con-boxed e-con e-parent\" data-id=\"5eba68c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-09c15c8 e-con-full e-flex e-con e-child\" data-id=\"09c15c8\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13187e8 elementor-widget elementor-widget-text-editor\" data-id=\"13187e8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">In most cases, the advantages of a multichannel contact center are:<\/p><ul><li data-start=\"6018\" data-end=\"6201\">Multipurpose agents.<\/li><li data-start=\"6018\" data-end=\"6201\">Shorter waiting times.<\/li><li data-start=\"6018\" data-end=\"6201\">Profitable staff.<\/li><li data-start=\"6018\" data-end=\"6201\">Improve brand consistency.<\/li><li data-start=\"6018\" data-end=\"6201\">Greater customer satisfaction.<\/li><li data-start=\"6018\" data-end=\"6201\">Improved customer retention.<\/li><li data-start=\"6018\" data-end=\"6201\">Higher first-call resolution rate.<\/li><li data-start=\"6018\" data-end=\"6201\">Free agents for specialized support.<\/li><li data-start=\"6018\" data-end=\"6201\">Multichannel reports and analysis.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f38aee7 e-flex e-con-boxed e-con e-parent\" data-id=\"f38aee7\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-16098e7 e-con-full e-flex e-con e-child\" data-id=\"16098e7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fe08103 elementor-widget elementor-widget-text-editor\" data-id=\"fe08103\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Ultimately, offering a contact center (as opposed to a call center) allows you to serve your customers through their preferred channel. And that&#039;s a huge benefit in itself.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51a63aa e-flex e-con-boxed e-con e-parent\" data-id=\"51a63aa\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d6cf3ef e-con-full e-flex e-con e-child\" data-id=\"d6cf3ef\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c778939 elementor-widget elementor-widget-text-editor\" data-id=\"c778939\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6018\" data-end=\"6201\">Contact centers are the future of call centers.<\/p><p data-start=\"6018\" data-end=\"6201\">Ultimately, using a contact center (instead of a call center) allows you to serve your customers through their preferred channel. And that&#039;s a priceless advantage in itself.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6e485ae e-flex e-con-boxed e-con e-parent\" data-id=\"6e485ae\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-92e867f e-con-full e-flex e-con e-child\" data-id=\"92e867f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f98cc40 elementor-widget elementor-widget-text-editor\" data-id=\"f98cc40\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"6721\" data-end=\"6738\"><strong>Fountain:<\/strong> <a href=\"https:\/\/www.nextiva.com\/blog\/contact-center-vs-call-center.html\">Contact Center and Call Center<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2738e90 e-flex e-con-boxed e-con e-parent\" data-id=\"2738e90\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-faa64ed e-con-full e-flex e-con e-child\" data-id=\"faa64ed\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7718ee3 elementor-widget elementor-widget-text-editor\" data-id=\"7718ee3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>#We invite you to read our blog post\u00a0<a href=\"https:\/\/ikono.co\/en_us\/mundo-vuca-la-clave-para-una-comunicacion-exitosa\/\" target=\"_blank\" rel=\"noopener\">\u00abVUCA World the Key to Successful Communication<\/a>\u00bb<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-798928a e-flex e-con-boxed e-con e-parent\" data-id=\"798928a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-628316c e-con-full e-flex e-con e-child\" data-id=\"628316c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1954d60 elementor-share-buttons--view-icon-text elementor-share-buttons--skin-gradient elementor-share-buttons--shape-square elementor-grid-0 elementor-share-buttons--color-official elementor-widget elementor-widget-share-buttons\" data-id=\"1954d60\" data-element_type=\"widget\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\" role=\"list\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_facebook\" role=\"button\" tabindex=\"0\" aria-label=\"Share on facebook\" data-no-translation-aria-label=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-facebook\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tFacebook\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_linkedin\" role=\"button\" tabindex=\"0\" aria-label=\"Share on linkedin\" data-no-translation-aria-label=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tLinkedIn\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_whatsapp\" role=\"button\" tabindex=\"0\" aria-label=\"Share on whatsapp\" data-no-translation-aria-label=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-whatsapp\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M380.9 97.1C339 55.1 283.2 32 223.9 32c-122.4 0-222 99.6-222 222 0 39.1 10.2 77.3 29.6 111L0 480l117.7-30.9c32.4 17.7 68.9 27 106.1 27h.1c122.3 0 224.1-99.6 224.1-222 0-59.3-25.2-115-67.1-157zm-157 341.6c-33.2 0-65.7-8.9-94-25.7l-6.7-4-69.8 18.3L72 359.2l-4.4-7c-18.5-29.4-28.2-63.3-28.2-98.2 0-101.7 82.8-184.5 184.6-184.5 49.3 0 95.6 19.2 130.4 54.1 34.8 34.9 56.2 81.2 56.1 130.5 0 101.8-84.9 184.6-186.6 184.6zm101.2-138.2c-5.5-2.8-32.8-16.2-37.9-18-5.1-1.9-8.8-2.8-12.5 2.8-3.7 5.6-14.3 18-17.6 21.8-3.2 3.7-6.5 4.2-12 1.4-32.6-16.3-54-29.1-75.5-66-5.7-9.8 5.7-9.1 16.3-30.3 1.8-3.7.9-6.9-.5-9.7-1.4-2.8-12.5-30.1-17.1-41.2-4.5-10.8-9.1-9.3-12.5-9.5-3.2-.2-6.9-.2-10.6-.2-3.7 0-9.7 1.4-14.8 6.9-5.1 5.6-19.4 19-19.4 46.3 0 27.3 19.9 53.7 22.6 57.4 2.8 3.7 39.1 59.7 94.8 83.8 35.2 15.2 49 16.5 66.6 13.9 10.7-1.6 32.8-13.4 37.4-26.4 4.6-13 4.6-24.1 3.2-26.4-1.3-2.5-5-3.9-10.5-6.6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tWhatsApp\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_email\" role=\"button\" tabindex=\"0\" aria-label=\"Share on email\" data-no-translation-aria-label=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tE-mail\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7c8a715 e-flex e-con-boxed e-con e-parent\" data-id=\"7c8a715\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-a2774d0 e-con-full e-flex e-con e-child\" data-id=\"a2774d0\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4b47513 e-grid e-con-boxed e-con e-child\" data-id=\"4b47513\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-96a0e78 elementor-widget elementor-widget-heading\" data-id=\"96a0e78\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Learn about our Corporate Solutions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c01549 elementor-widget elementor-widget-text-editor\" data-id=\"7c01549\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Learn about the IP telephony, multi-agent chat, and mass text and voice messaging solutions for your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3164d11 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"3164d11\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/ikono.co\/en_us\/contactanos\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Click here<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4d8ba9e e-flex e-con-boxed e-con e-parent\" data-id=\"4d8ba9e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-074e84c e-con-full e-flex e-con e-child\" data-id=\"074e84c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dc4bec1 elementor-grid-3 elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"dc4bec1\" data-element_type=\"widget\" data-settings=\"{&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:17,&quot;sizes&quot;:[]},&quot;pagination_type&quot;:&quot;numbers&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_tablet&quot;:&quot;2&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-67046 post type-post status-publish format-standard has-post-thumbnail hentry category-experiencia_clientes category-mensajeria_masiva category-servicio_al_cliente category-tecnologia tag-comunicacion tag-innovacion tag-tecnologia\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/ikono.co\/en_us\/mensajeria-masiva-b2b-campanas-efectivas\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"208\" src=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva-300x208.jpg\" class=\"attachment-medium size-medium wp-image-67091\" alt=\"\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva-300x208.jpg 300w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva-1024x711.jpg 1024w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva-768x533.jpg 768w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva-18x12.jpg 18w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-30-01-1-Como-usar-mensajeria-masiva.jpg 1080w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__badge\">Customer Experience<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/mensajeria-masiva-b2b-campanas-efectivas\/\" >\n\t\t\t\tC\u00f3mo usar mensajer\u00eda masiva B2B para crear campa\u00f1as efectivas\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/ikono.co\/en_us\/mensajeria-masiva-b2b-campanas-efectivas\/\" aria-label=\"Read more about C\u00f3mo usar mensajer\u00eda masiva B2B para crear campa\u00f1as efectivas\" tabindex=\"-1\" >\n\t\t\tRead more ...\t\t<\/a>\n\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-author\">\n\t\t\tiKono Communications\t\t<\/span>\n\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t30 January, 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-66998 post type-post status-publish format-standard has-post-thumbnail hentry category-call_center category-chat-center category-comunicacion category-experiencia_clientes category-multiagente category-servicio_al_cliente tag-comunicacion tag-innovacion tag-tecnologia\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/ikono.co\/en_us\/metricas-contact-center\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"208\" src=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir-300x208.jpg\" class=\"attachment-medium size-medium wp-image-67079\" alt=\"\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir-300x208.jpg 300w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir-1024x711.jpg 1024w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir-768x533.jpg 768w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir-18x12.jpg 18w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-23-01-1-Las-metricas-que-todo-Contact-Center-debe-medir.jpg 1080w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__badge\">Call Center<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/metricas-contact-center\/\" >\n\t\t\t\tLas m\u00e9tricas de un Contact Center que debes medir para crecer\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/ikono.co\/en_us\/metricas-contact-center\/\" aria-label=\"Read more about Las m\u00e9tricas de un Contact Center que debes medir para crecer\" tabindex=\"-1\" >\n\t\t\tRead more ...\t\t<\/a>\n\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-author\">\n\t\t\tiKono Communications\t\t<\/span>\n\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t23 January, 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-66987 post type-post status-publish format-standard has-post-thumbnail hentry category-call_center category-chat-center category-comunicacion category-experiencia_clientes category-multiagente category-servicio_al_cliente category-tecnologia tag-comunicacion tag-innovacion tag-tecnologia\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/ikono.co\/en_us\/reducir-tiempos-espera-call-center\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"208\" src=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center-300x208.jpg\" class=\"attachment-medium size-medium wp-image-67069\" alt=\"\" srcset=\"https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center-300x208.jpg 300w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center-1024x711.jpg 1024w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center-768x533.jpg 768w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center-18x12.jpg 18w, https:\/\/ikono.co\/wp-content\/uploads\/Banner-Articulo-16-01-1-Como-reducir-tiempos-de-espera-en-tu-Call-Center.jpg 1080w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__badge\">Call Center<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/ikono.co\/en_us\/reducir-tiempos-espera-call-center\/\" >\n\t\t\t\tC\u00f3mo reducir los tiempos de espera en tu Call Center\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/ikono.co\/en_us\/reducir-tiempos-espera-call-center\/\" aria-label=\"Read more about C\u00f3mo reducir los tiempos de espera en tu Call Center\" tabindex=\"-1\" >\n\t\t\tRead more ...\t\t<\/a>\n\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-author\">\n\t\t\tiKono Communications\t\t<\/span>\n\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t16 January, 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t<div class=\"e-load-more-anchor\" data-page=\"1\" data-max-page=\"45\" data-next-page=\"https:\/\/ikono.co\/en_us\/wp-json\/wp\/v2\/posts\/62399\/page\/2\/\"><\/div>\n\t\t\t\t<nav class=\"elementor-pagination\" aria-label=\"Pagination\">\n\t\t\t<span aria-current=\"page\" class=\"page-numbers current\"><span class=\"elementor-screen-only\">Page<\/span>1<\/span>\n<a class=\"page-numbers\" href=\"https:\/\/ikono.co\/en_us\/wp-json\/wp\/v2\/posts\/62399\/page\/2\/\"><span class=\"elementor-screen-only\">Page<\/span>2<\/a>\n<a class=\"page-numbers\" href=\"https:\/\/ikono.co\/en_us\/wp-json\/wp\/v2\/posts\/62399\/page\/3\/\"><span class=\"elementor-screen-only\">Page<\/span>3<\/a>\n<a class=\"page-numbers\" href=\"https:\/\/ikono.co\/en_us\/wp-json\/wp\/v2\/posts\/62399\/page\/4\/\"><span class=\"elementor-screen-only\">Page<\/span>4<\/a>\n<a class=\"page-numbers\" href=\"https:\/\/ikono.co\/en_us\/wp-json\/wp\/v2\/posts\/62399\/page\/5\/\"><span class=\"elementor-screen-only\">Page<\/span>5<\/a>\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Contact Center vs. Call Center: \u00bfCu\u00e1l necesita mi empresa? A medida que las empresas buscan mejores formas de ofrecer una mejor experiencia al cliente, realizar<\/p>","protected":false},"author":1,"featured_media":64418,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[228,241,227,243,226,244,229,231],"tags":[238,237,236],"class_list":["post-62399","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call_center","category-chat-center","category-comunicacion","category-emprendimiento","category-experiencia_clientes","category-multiagente","category-servicio_al_cliente","category-tecnologia","tag-comunicacion","tag-innovacion","tag-tecnologia"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center vs. Call Center: \u00bfCu\u00e1l necesita mi empresa? &#8226; iKono Telecomunicaciones<\/title>\n<meta name=\"description\" content=\"A medida que las empresas buscan una mejor experiencia al cliente, realizar un Contact Center vs. Call Center puede resultar complicado.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ikono.co\/en_us\/contact-center-vs-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center vs. Call Center: \u00bfCu\u00e1l necesita mi empresa? 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