Omnichannel contact center – software that handles all inbound and outbound communication across multiple integrated channels. A customer can start communication via email and seamlessly transfer to telephone. Complete customer journey is recorded and shared in a single platform.
Omnichannel customer experience – personalized experience because every interaction with a company is connected and tracked across all channels.
Outbound call center – contact center that makes mostly outbound calls usually for sales purposes.
Outbound IVR – technology that is used to send proactive outbound messages.