{"id":47829,"date":"2024-01-30T10:42:15","date_gmt":"2024-01-30T09:42:15","guid":{"rendered":"https:\/\/enreach.es\/blog\/diferencias-entre-software-de-call-center-y-software-de-contact-center\/"},"modified":"2024-01-30T10:46:55","modified_gmt":"2024-01-30T09:46:55","slug":"differences-between-call-centre-software-and-contact-centre-software","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/","title":{"rendered":"Differences between call centre software and contact centre software"},"content":{"rendered":"\n<h5 class=\"wp-block-heading\"><strong>Level:<\/strong>\u00a0Beginner<\/h5>\n\n\n\n<p>When a company is faced with&nbsp;<strong>a high volume of customer enquiries<\/strong>, the need for software to manage them becomes obvious.&nbsp;<\/p>\n\n\n\n<p>There are two main solutions on the market:&nbsp;<strong><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">call centre software and contact centre software<\/a><\/strong>. By answering these four questions, you&#8217;ll have a clear understanding of which is better for you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>1. WHAT CHANNELS DO YOUR CUSTOMERS USE?<\/strong><\/strong><\/h2>\n\n\n\n<p><strong>If your only customer contact channel is a helpline<\/strong>, call centre software will enable you to handle calls quickly and efficiently.<\/p>\n\n\n\n<p>However, if&nbsp;<strong>you have alternative contact channels<\/strong>&nbsp;or are planning to add them in the future, we recommend that you<strong>&nbsp;choose a contact centre programme&nbsp;<\/strong>that allows you to manage&nbsp;<strong>calls<\/strong>,&nbsp;<strong>emails<\/strong>,&nbsp;<strong>online website chats<\/strong>&nbsp;or&nbsp;<strong>WhatsApp<\/strong>&nbsp;messages simultaneously.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>2. DO YOU WANT TO AUTOMATE ENQUIRIES?<\/strong><\/strong><\/h2>\n\n\n\n<p>Call centre software is designed for agents to comfortably manage calls,&nbsp;<strong>but it usually lacks self-service functionality<\/strong>.<\/p>\n\n\n\n<p>Meaning, that it doesn\u2019t allow to add virtual agents in charge of answering customers queries without human agent supervision.<\/p>\n\n\n\n<p>This&nbsp;<strong>functionality is typically used to automate simple questions<\/strong>&nbsp;such as telephone line balance, meter readings, the location of a parcel, etc.<\/p>\n\n\n\n<p>Neither is ready to&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/integrations\/\"><strong>integrate with third-party tools<\/strong>&nbsp;such as CRMs<\/a>&nbsp;to synchronise customer data or automate certain After Call Work tasks.<\/p>\n\n\n\n<p>This is where&nbsp;<strong>contact centres have an advantage<\/strong>&nbsp;&#8211; it makes perfect sense &#8211; because when they were first introduced,&nbsp;<strong>call centre programmes were not updated with this type of functionality<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>3. WHAT METRICS DO YOU NEED TO MEASURE?<\/strong><\/strong><\/h2>\n\n\n\n<p>While most call centre call management tools allow you to&nbsp;<strong>measure basic KPIs such as call volumes and hold times<\/strong>, they usually don&#8217;t go much further.&nbsp;<\/p>\n\n\n\n<p>Contact centre programmes not only allow you to view&nbsp;<strong>quantitative KPIs across all integrated channels<\/strong>, they also&nbsp;<strong>provide &#8211; on a daily basis &#8211; qualitative metrics<\/strong>&nbsp;such as Net Promoter Score (<strong>NPS<\/strong>), Customer Satisfaction Survey (<strong>CSAT<\/strong>) results and, if integrated with Artificial Intelligence,&nbsp;<strong>general query insights<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>FINAL<\/strong>\u00a0<strong>THOUGHTS<\/strong><\/strong><\/h2>\n\n\n\n<p><strong>Choosing customer service software is like buying a new car<\/strong>. You&#8217;ll need to consider your budget and weigh up the pros and cons before making a decision.&nbsp;<\/p>\n\n\n\n<p>It&#8217;s important to ask yourself&nbsp;<strong>what you need now, but also what you&#8217;ll need in the future<\/strong>. Like cars, customer service programmes are a long-term investment.<\/p>\n\n\n\n<p>If you need guidance or want to see the features of a contact centre programme first-hand,&nbsp;<strong>our team of experts is always available<\/strong>&nbsp;to provide personalised demos. Schedule yours by calling&nbsp;<strong>+34 900 670 750<\/strong>&nbsp;or using the chat below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you&#8217;ll have a clear understanding of which is better for you.<\/p>\n","protected":false},"author":1,"featured_media":47827,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[3209,5257,5161,5144,3216,5258,3754,5243,3382,5164],"class_list":["post-47829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-automation","tag-automatizacion-en","tag-call-center-en-2","tag-contact-center-en-2","tag-customer-service","tag-metricas-en","tag-metrics","tag-omnicanalidad-en","tag-omnichannel","tag-servicio-al-cliente-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Differences between call centre software and contact centre software - Enreach ES<\/title>\n<meta name=\"description\" content=\"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you&#039;ll have a clear understanding of which is better for you.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Differences between call centre software and contact centre software - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you&#039;ll have a clear understanding of which is better for you.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2024-01-30T09:42:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-30T09:46:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"Differences between call centre software and contact centre software\",\"datePublished\":\"2024-01-30T09:42:15+00:00\",\"dateModified\":\"2024-01-30T09:46:55+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\"},\"wordCount\":456,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png\",\"keywords\":[\"automation\",\"automatizaci\u00f3n\",\"call center\",\"contact center\",\"customer service\",\"m\u00e9tricas\",\"metrics\",\"omnicanalidad\",\"omnichannel\",\"servicio al cliente\"],\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\",\"name\":\"Differences between call centre software and contact centre software - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png\",\"datePublished\":\"2024-01-30T09:42:15+00:00\",\"dateModified\":\"2024-01-30T09:46:55+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"description\":\"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you'll have a clear understanding of which is better for you.\",\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png\",\"width\":1920,\"height\":1080},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Differences between call centre software and contact centre software\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Differences between call centre software and contact centre software - Enreach ES","description":"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you'll have a clear understanding of which is better for you.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/","og_locale":"en_US","og_type":"article","og_title":"Differences between call centre software and contact centre software - Enreach ES","og_description":"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you'll have a clear understanding of which is better for you.","og_url":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/","og_site_name":"Enreach ES","article_published_time":"2024-01-30T09:42:15+00:00","article_modified_time":"2024-01-30T09:46:55+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png","type":"image\/png"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Enreach","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"Differences between call centre software and contact centre software","datePublished":"2024-01-30T09:42:15+00:00","dateModified":"2024-01-30T09:46:55+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/"},"wordCount":456,"image":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png","keywords":["automation","automatizaci\u00f3n","call center","contact center","customer service","m\u00e9tricas","metrics","omnicanalidad","omnichannel","servicio al cliente"],"articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/","url":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/","name":"Differences between call centre software and contact centre software - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png","datePublished":"2024-01-30T09:42:15+00:00","dateModified":"2024-01-30T09:46:55+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"description":"When a company is faced with\u00a0a high volume of customer enquiries, the need for software to manage them becomes obvious. There are two main solutions on the market:\u00a0call centre software and contact centre software. By answering these four questions, you'll have a clear understanding of which is better for you.","breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/hombre-sonriente-call-center-portatil-enreach.png","width":1920,"height":1080},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/differences-between-call-centre-software-and-contact-centre-software\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"Differences between call centre software and contact centre software"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/47829","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=47829"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/47829\/revisions"}],"predecessor-version":[{"id":47831,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/47829\/revisions\/47831"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media\/47827"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=47829"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=47829"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=47829"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}