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
  • The Contact Center Conquers the Cloud

    Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today. more

  • Contact Center Software on a Budget

    Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process. more

  • The New 2016 Contact Center and Call Center Comparison Guide

    Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more

  • Contact Center Software Cost Guide

    The success of your contact center depends just as much on the software you use as it does on the performance of your agents. Selecting the right software could mean the difference between success and failure for your business. more

  • Implementing Web Chat in Your Contact Center

    Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more