A on-premise or cloud call center is focused entirely on receiving voice calls. Staff needs to demonstrate certain skills, including being able to actively listen and show empathy. Interactive voice response (IVR) are the primary mode of self-service, and an automatic call distribution system (ACD) is used for intelligent routing.
A contact center is built around the multichannel needs that arise on customer journeys. In other words, a contact center has the capability to deal with calls, email, SMS, webchat, conferencing, and social media, i.e., perform omnichannel routing, in order to cater to whichever customer engagement method is preferred.
All this results in a more complex and diverse body of data being generated. It also requires a fuller set of skills than that used in a call center - for instance, as well as the above requirements, agents need the ability to write clearly and succinctly.
Customer self-service routing is more developed, with chatbots, webpage FAQs, and interactive voice response IVR there to help customers find what they need. Finally, equipment will include the above and a terminal with the means installed to handle customer interactions across the various channels in as simplified a manner as possible.