kontaktcentre

A kontaktcentre is a centralized unit within an organization that manages customer interactions across multiple channels. It handles inquiries, service requests, and sales, integrating frontline agents with back-office processes. Unlike a traditional call center, it focuses on multichannel or omnichannel contact handling.

Channels include telephone, email, live chat, SMS, social media, and messaging apps. Interactions are routed by routing systems such as an automatic call distributor or omnichannel routing, often with AI assistance. IVR provides self-service options, and agents access customer information via CRM and back-end systems.

Operations can be in-house, outsourced, or cloud-based (CCaaS). Workloads can be inbound, outbound, or blended. Staffing, training, quality assurance, and workforce management are central to performance and service levels.

Core technologies include ACD, CTI, IVR, CRM integration, knowledge bases, and analytics. Trends include omnichannel orchestration, AI chatbots, speech analytics, automation, and remote or hybrid agents. Data protection and compliance (eg GDPR) govern data handling.

Common performance metrics include service level, average handling time, first contact resolution, customer satisfaction, and NPS. The focus is on consistent customer experience, efficient routing, and effective use of channels to meet business goals.