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).
A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.
This was first published in May 2002