An Omni channel contact center facilitates an organization to engage its callers/customers/Prospects across via multiple communication channels such as voice, email, chat, and SMS. It offers the capability to transition seamlessly between different digital channels during an interaction, all while retaining context and pertinent information across channels, creating a cohesive dialogue.

Call Center can be called from many names like: Contact Center/Helpline/ Helpdesk/Service Center, etc.