A call center solution is a crucial component in any call center. Any disruption in the way a call center software solution works can disturb the whole operational flow of a call center. Thus, it is necessary to focus on using a call center solution, which is set up with an HA setup.
Have you heard about the HA (High Availability) setup of a contact center solution?
Do you know a high availability call center solution can deliver 99.95% of uptime SLA (Service Level Agreement)?
Usually, call center solution and contact center solution terms are used as synonyms. Still, technically, there is a difference between both of these solutions. The small difference between multiple other similarities makes both of these systems part apart from each other and we are going to discuss these differences in this blog post.
Call center solution vs. contact center solution
Both of these solutions are used to handle inbound, outbound, and blended calling campaigns.
What is the Actual Difference?
People use “call center solution” and “contact center solution” interchangeably — and most of the time,
nobody corrects them. But when you are actually buying software, the distinction matters.
A call center solution handles voice only.
A contact center solution handles voice, email, chat, WhatsApp, Facebook, and Twitter.
— all from one platform, one customer history, regardless of which channel they used.
Call Center Solution: What It Includes
Inbound and outbound voice call handling
IVR (Interactive Voice Response) routing
Automatic call distribution (ACD)
Call recording and quality monitoring
Predictive, auto, and progressive dialing for outbound
Contact Center Solution: What It Adds
Everything above, plus:
Omnichannel routing — voice, email, chat, WhatsApp, social
Unified 360-degree customer interaction history across all channels
AI-powered voice analysis and sentiment monitoring
CRM and third-party system integration
Single agent desktop — all channels, no tab-switching
Full Comparison Table
Feature
Call Center Solution
Contact Center Solution
Channels
Voice only
Voice, email, chat, WhatsApp, social
Customer history
Per-call only
Unified across all channels
Agent desktop
Single-channel
Omnichannel — all in one screen
AI capabilities
Limited or none
Voice analysis, sentiment, automation
Best for
Phone-only teams
BPO, BFSI, healthcare, eCommerce, government
Which Should Your Business Choose?
Choose a call center solution if your operation is purely phone-based and likely to stay that way.
Choose a contact center solution if your customers reach you across multiple channels,
or if you are in BPO, BFSI, healthcare, eCommerce, or government and need a single view of every interaction.
Is a contact center solution more expensive than a call center solution?
Typically yes, since it covers more channels and capabilities. But for businesses already managing multi-channel support with separate tools, a unified contact center platform is usually more cost-effective in total.
Can I start with a call center solution and upgrade later?
Depends on the vendor. Elision’s DialShree is built modularly — start with core call center features and add omnichannel capabilities as you grow, without switching platforms entirely.
What is the best contact center solution for BPOs in India?
For BPOs, the key criteria are multi-tenant support, 500+ agent seat scalability, AI quality monitoring, CRM integration, and TRAI compliance. Elision’s DialShree is purpose-built for these requirements.
The banking and finance industry has been using the best tools to deliver an outstanding experience to their customers. A call center solution is one of the tools that banks use. Usually, all contact center software solutions look similar, but they are not. Of course, each of these solutions offers some similar features. Some of them have industry-specific features to benefit that industry. (more…)
Different call centers run different campaigns and one of the most widespread campaign types is a collection. Some call centers focus completely on collection campaigns. Thus, they are commonly known as collection agencies or companies. Usually, collection companies have their strategy to increase collection, but there are some tips that can help increase collection and performance in a better way. Let us share how. (more…)
To create a business success strategy, call centers have to evaluate some key performance indicators (KPIs). Usually, a majority of KPIs stay the same every year, but with multiple factors, some of the KPIs get changed. Being aware of the latest performance indicators and measuring them to create the right strategy for success is necessary. (more…)
The competition is increasing in the banking sector due to rising private banks. Banks need to focus more on customer care to empower customers. The banking industry has started using more powerful and digitized tools to deliver better customer services.
Along with using the right tools, banks should also take further steps to empower customer service agents in banks. (more…)
The ultimate aim of all businesses is to increase returns over investment (ROI). For this, they look for more skilled teams and platforms that can automate different operations. This helps them in delivering exceptional customer care services and increases sales at reduced expenses. Thus, ROI can be increased.
An omnichannel call center solution is one of the tools that can help in increasing ROI. Here are the top ways it boosts ROI.
1. Multiple communication channels, but a single platform(more…)
If you are using any of the unified communication solutions like a call center solution, you already know what a call queue is. However, if you are still not using any technology-driven communication solution and still exploring the technology solutions and their potential for business communication, you may not know what is the call queuing.
We will make it easier to understand what the call queuing is. (more…)
To future proof call center strategy, it is necessary to know the future trends that will dominate the industry. Call center solutions are part of the call center success strategy, so we will share the top call center trend 2022 including general aspects and aspects related to the call center solution and technology.
Any hospital or healthcare organization that uses any VoIP based calling solution should be aware of HIPAA compliance. A call center solution for the healthcare industry is gaining a lot of popularity and therefore, we have come up with details of a call center solution and HIPAA compliance.
What is HIPAA compliance?
HIPAA is an abbreviation of the Health Insurance Portability and Accountability Act. This act was formed in the USA in 1996. The main agenda of this compliance is to keep the medical information of a patient secure and confidential.
Which organizations need to be HIPAA compliant?
This law is enforced in the USA. So, if you are based in the USA and if you are a healthcare practitioner or any professional working in the healthcare industry, you need to strictly follow HIPAA compliance. In the USA, it is mandatory. However, in other countries as well many healthcare professionals have started complying with HIPAA compliance as it helps in enhancing patient care and experience.
HIPAA and a Call Center Solution
A call center solution is used in the healthcare industry to bridge the communication gap between patients and healthcare practitioners. In some cases, a call center solution for healthcare also provides self-serving options and other rich communication features
HIPAA compliance adds an added layer of security to handle and store patient data. It also changes the way agents communicate with customers.
A call center agent can call patients or their families for the following reasons only:
Share pre-registration process for an appointment
Share test reports
Give alert on prescription
Provide healthcare instruction
Give reminders
Schedule appointments
To run promotional campaigns using a cloud call center solution, the healthcare call center needs to take patient consent well in advance. Moreover, healthcare practitioners follow HIPAA compliance related to promotions.
If a call center uses the voice logging feature available in a call center solution, then they need to follow HIPAA compliance and store call recordings as per the protected health information (PHI) rules. The call recording files need to be protected and the information shared by the patient during a call should not be leaked or used for commercial purposes.
Data has to be encrypted to reduce the chances of interception. The call center solution should have a provision of security to not allow agents to copy-paste information from one place to another.
In any text message sent to the patient, the healthcare organization should not mention any personal or medical information, which violates HIPAA compliance. Medical information of a patient should be disclosed only to an authorized person after double verification.
HIPAA Compliant Call Center Software
Adding encryption, verification, etc. to the call center solution is a job of a call center software provider. It can reduce the hassle of a call center or hospital that uses this software. We have been offering different unified communication tools to the healthcare industry. There are some big hospitals and diagnostic centers that use our unified communication solutions like an omnichannel call center solution, an IP PBX solution, a code blue: emergency alert system, etc. We follow HIPAA compliance for healthcare practitioners that need HIPAA compliance in their call center software. Contact us to discuss your requirements and to know more about our call center solution and other unified communication tools for the healthcare industry.
