kontaktcenter
A kontaktcenter, or contact center, is a centralized facility or operation that manages customer interactions across multiple communication channels. It coordinates inbound and outbound communications for customer service, technical support, sales, and customer engagement, using a combination of voice, email, chat, social media, and SMS.
Channels and technologies commonly used in kontaktcenter operations include Automatic Call Distribution (ACD) to route calls,
Organizations may operate kontaktcenters in-house, outsource them to specialized providers, or use blended models. They can
Key performance indicators for a kontaktcenter include service level (percentage of interactions answered within a target
Regulatory and security considerations are important, particularly regarding data protection and privacy (for example, GDPR in