Businesses can manage the customer experience across phone, email, text, and social media with the use of cloud-based contact centers. Beyond just making and receiving calls, it has sophisticated capabilities. A department or location that manages customer or client contact is known as a contact center. A contact center manages communications via several channels, as opposed to a call center, which only takes phone calls.

Using hosted, cloud-based contact center software, an Omni channel  cloud contact centre software manages customer interactions from several channels in a way that enables users to switch between channels without interruption. Telephone, chat, email, text (SMS), and social media are a few examples of these channels. Customers frequently don't connect with businesses in a straight line; instead, they may utilize a mobile app, email, and phone call to customer care during a single transaction. They anticipate an uniform user experience across customer service channels and the availability of transaction history at each touch point. These expectations are addressed through an Omni channel strategy.

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