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Contact Center

Glossary
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Contact center is a market category of UCC that focuses on high-volume calls and messages for inbound and outbound call centers. Contact center has evolved from a voice-focused capability to an omnichannel option with voice, video, messaging, and web as modes of interaction with customers and buyers.

Contact center offers sophisticated capabilities to enterprises that need to understand who the caller is, their call history, and many other nuances. These capabilities, along with just-in-time scripts and offers, allow call center personnel to provide real-time support, and offer add-on services.

Representative Vendors: 8x8, Amazon, Appian, Avaya, Cisco, Conduit Global, Google, Five9, Genesys, Jive, LiveOps, LivePerson, NEC, Nextiva, Masergy, IR Prognosis, RingCentral, TalkDesk, Unify, West Corporation, Vonage, and Zendesk

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