6 benefits of the contact center for businesses

Published 2022-07-01

A contact center is not a new concept to businesses which are looking for solutions to improve customer experience. This article will figure out 6 benefits of a contact center for businesses to help you understand why this is a frequently searched keyword.

What is a Contact Center?

Previously, businesses were familiar with the term ‘contact center’ - a place to solve customer problems via the phone.

As technology advances, the concept of the  Contact Center, also known as an omnichannel integrated communication system, started appearing. The contact center is the place to handle all customer-related transactions, not only by phone but also through many different channels such as messages, video calls, SMS, email, Facebook, Zalo, website, etc.

To operate a Contact Center, businesses often use omnichannel communication software to receive and respond to customers’ requests and synchronize communication channels. Whether customers contact via email, leave a message on Facebook or chat live with a consultant via the website, businesses can still provide a seamless service, keeping the brand image consistent.

6 benefits of the contact center for businesses

Receive and quickly handle customer problems

There are many benefits of a contact center for businesses. In particular, businesses can benefit from contact centers by quickly receiving and handling customer problems.

All customer problems from different channels such as a hotline, Facebook, Zalo, and chat are integrated into the contact center with a professional agent team.

Contact Center software systems including automatic call allocation features help customers contact the right consultant who is free so that the problem is resolved as soon as possible. On the other hand, customers can meet the most recent agent, who understands their problems; or meet staff for sales advice or technical support.

Consolidate customer information for management

The second benefit of a contact center is to help businesses consolidate customer information for management instead of storing customer information in many places, by many different employees, without a fully aggregated source. The contact center has the technology to identify incoming customers by ID. Whether a customer calls via hotline, chats on the website or sends an email, the contact center will recognize the existing customer’s ID and automatically forward the profile of this customer to the current agent. Thanks to this historical information, the agent can quickly assist customers to resolve issues.

In addition, unifying customer information also helps businesses to depict the portrait of their persona completely, therefore, finding effective sales and approaches.

Increase employee productivity

The contact center also delivers worthy returns in improving employee performance. Instead of opening many tabs to support customers on many different channels, employees use one software interface to interact with customers from Facebook, Zalo, hotline or website. The contact center of the software supports consultants, answering chats, and answering customers' emails right on the working interface. Each completed ticket will be automatically stored in the customer record. Recorded audio files and data history can be easily searchable by filters.

Moreover, if there are any difficulties in customer support, the features of transferring calls to other staff/inviting other employees to exchange with customers. Most of the problems in the agent's work are thoroughly supported by contact center software.

Easily control the quality of sales agent

Customer service managers also benefit from a contact center. With the support of the features like statistics, contact center monitoring, and reports, managers can grasp the operation status of the contact center in real-time and the working status of each employee. Contact centers often have their features, decentralizing for managers to view the details of each employee's index and each communication channel in the contact center. The reports are automatically extracted to help managers save time while still having accurate information to make training plans and development orientation of the department's activities.

Synchronize omnichannel customer experience

Another benefit of a contact center is that it helps customers have a consistent experience across different touchpoints of the business. The contact center helps businesses manage and synchronize communication channels with customers on one software. As a result, customers can have a synchronized experience whether texting on the website, calling via a hotline or texting via Facebook.

Saving operating costs for businesses

Last but not least, the contact center is to help businesses save operating costs. Contact center systems often operate on the cloud platform, which is easily accessible from anywhere. With this feature, businesses can cut costs to 60% compared to traditional contact center systems. This system also does not require businesses to have their IT team operate and maintain the system. Contact center software also supports remote employees who can stay at home to work.


Contact centers can bring many benefits to business in this digital transformation.

If you are looking for professional contact center software, please contact hotline +17079886789 or leave a request here for support.

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