A Contact Centre, which at first look, sounds synonymous with Call Centre, is actually a modern, unified form of Call centres which not only handle customer phone calls but in addition to that, also handle e-mails and online communications like instant messaging etc. With changing scenarios, Call Centres are performing many more types of activities and therefore the word Contact Centre makes more sense. With this change in business activities, the demand for sophisticated Contact Centre Solutions has also raised quite a bit.

Today's contact centre solutions employ modern technologies to cope up with these changing needs. Some of the technologies that contact centre use these days include:

VOIP Based Solutions: Using these solutions let the contact centre reduce its call costs because of the inherent low cost infrastructure of this technology.

SIP : or Session Initiated Protocol is like a presence service to know who ever is online at any particular point of time.

Service Oriented Architecture and Web Services for hosted call centres: also help in cutting the cost by letting businesses use hosted contact centres that are managed by 3 rd party organizations.

CRM Software technologies which help a company to focus their services and efforts on customer’s satisfaction in a way that was never possible before.

Avaya communications is one such company that provide software that complies with all these needs. Apart from that there are many other examples too.