Zendesk excels in AI-powered customer service with comprehensive omnichannel capabilities. LiveAgent specializes in video calls and automated call distribution. Dialpad AI Contact Center focuses on domestic calling with sentiment analysis. Five9 offers outbound calling with virtual assistant and AI-powered coaching
Call center is a team of customer service specialists handling phone calls. Contact centers handle multiple communication channels beyond phone. Modern call centers operate as hybrid or remote workplaces
Technical support provides customer service via call centers, chat and email. Companies offer discussion boards for user support, reducing costs. Dell was among first companies to outsource support to India in 2001
AHT measures average time to complete a call center transaction. Includes talk, hold, conference, and wrap time. Calculated by dividing total call time by total calls handled
Telemarketing is direct marketing via telephone, internet, or fax. Four main types: outbound, inbound, lead generation, and sales calls. Term first used in 1970s with cheaper long-distance telephone services
Call center is an office environment handling high volume of phone calls. Inbound centers handle customer inquiries, outbound centers make sales calls. Virtual call centers operate remotely using VoIP and cloud-based software