Components of a Contact Center

By Kristine Hegglin
Updated: February 18, 2011

There are many components that go into the building or creation of a contact center.   However, it’s important to decide what type of contact center a business needs before acquiring components. There are multi-site contact centers and single-site contact centers. Different technologies are appropriate to support each type of contact center. For example, a Voice over Internet Protocol (VoIP) solution may be a vital solution to success of a multi-site contact center while a single-site contact center may select another type of technology that is less expensive. Typically, contact centers with high call volumes do best with VoIP solutions no matter if they are multi-site or single-site.

Cost of Multi-Site versus Single-Site Contact Centers

A Multi-site contact center is typically more costly to implement and maintain when compared to a single-site contact center. Businesses that need multi-site contact centers might consider consolidating servers and pooling equipment resources. Consolidating servers may help to eliminate hardware that isn’t used to its full capacity and all related expenses. Pooling equipment resources increases efficiency and may help businesses save on expenses.

Contact Center Components

There are four main components that make up a contact center. These components are:

  • Telecommunication Network
  • Software
  • Hardware
  • Employees

Telecommunication Network

A telecommunication network is essential to connect a caller with a contact center employee. Generally, the following elements are needed to establish a telecommunication network:

  • Public Switched Telephone Network (PSTN)
  • Router
  • Long Distance Carrier (LDC)
  • Ethernet Switch
  • Modem
  • Server

Contact Center Hardware

The hardware needed for a contact center includes a local area network (LAN), an automatic call distributor (ACD), agent desktops, computer technology integration (CTI), web integration, and a predictive dialer. A predictive dialer enables contact centers to handle hundreds of calls simultaneously.

Contact Center Software

Important software components include customer relationship management (CRM) solutions, technical support solutions, and telemarketing solutions. These solutions help contact center employees manage customers, resolve and manage technical issues, and provide a means for marketing. Software is essential to interact with the hardware and telecommunication network.

Contact Center Infrastructure

All contact centers have different infrastructures. Implementing a contact center that provides a return-on-investment (ROI) is a task that is not always easy to achieve without the right infrastructure. Businesses that need help building or creating a contact center may want to consider seeking professional consulting services.

Featured Research
  • 2017 Contact Center Software Trends

    Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more

  • How to Select Contact Center Software in 9 Steps

    Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process. more

  • Hidden Costs of Contact Center Software

    Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more

  • Top 11 Contact Center Vendors in 2017

    With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more

  • The New 2016 Enterprise Contact Center Comparison Guide

    Is your business researching a new contact center solution? Complete with over 120 data points, 90 features, and over 45 contact center software providers, our comparison guide is an essential asset. more