What Is Contact Center Infrastructure
Search Customer Experience, Friday, November 22nd, 2024
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Contact center infrastructure enables businesses to manage customer interactions across multiple communication channels.
A CCI is typically used by customer service and telemarketing facilities, customer service teams and help desk service centers.
Infrastructure components include automatic call distributors, interactive voice response (IVR) units, computer-telephony integration and queue management.
What are the different types of contact centers?
There are three main types of contact centers -- on-premises, cloud-based and hybrid