Most companies use cloud-based call center software systems, as they are easier to set up and require no hardware. Depending on the business needs, companies opt for inbound or outbound call center or omnichannel contact center platforms.
Inbound call center solutions cater specifically to answering customers’ concerns and questions, while the outbound call center is focused on reaching out to prospects and leads to increased sales. Meanwhile, companies choose omnichannel contact center platforms to keep all customer communications in different channels in one place.