{"id":11423,"date":"2025-04-22T11:31:40","date_gmt":"2025-04-22T11:31:40","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=11423"},"modified":"2026-07-10T08:58:50","modified_gmt":"2026-07-10T08:58:50","slug":"what-is-contact-center","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/what-is-contact-center\/","title":{"rendered":"What Is Contact Center? Definition, Features, Benefits, and Future Trends"},"content":{"rendered":"<p><span data-contrast=\"none\">Remember the 2006 Hollywood film <\/span><i><span data-contrast=\"none\">Outsourced<\/span><\/i><span data-contrast=\"none\">? The protagonist, Todd, flew all the way from the US to a small town in India to set up a call center for his company.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">This was pretty much how things worked back in the early 2000s\u2014while globalization had enabled multinational corporations to take advantage of lower wages in countries like India, a sizeable managerial workforce had to be shipped out as expats to get the job done. From setting up the infrastructure to training agents, there was no real remote alternative.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Today\u2019s Todds, however, needn\u2019t even leave their desks: digital-era technology lets you set up and run modern-day call centers remotely from anywhere on the globe. Bye-bye, expat culture. Hello, VoIP-enabled contact centers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">It makes sense for businesses of all sizes to switch to a cloud-based contact center given the popularity they have gained recently. The global <\/span><a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\"><span data-contrast=\"none\">call center software<\/span><\/a><span data-contrast=\"none\"> market is valued at $339.4 billion and is expected to reach a whopping <\/span><a href=\"https:\/\/www.zippia.com\/advice\/call-center-statistics\/#:~:text=The%20global%20contact,billion%20by%202027\" target=\"_blank\" rel=\"noopener nofollow noreferrer\"><span data-contrast=\"none\">$496 billion by 2027<\/span><\/a><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<section class=\"ace-sec ace-blog-detail-cta-sec ace-cta-sec\">\r\n                        <div class=\"ace-cta-elem\">\r\n                            <div class=\"ace-cta-cont\">\r\n                                <div class=\"ace-head fw-400 txt-wht\">Planning to modernize customer support or sales operations?<\/div>\r\n                                \r\n                                <div class=\"ace-blog-link ace-btn-group\">\r\n                                    <button type=\"button\" class=\"ace-btn-white-outline-alt\" onclick=\"openPopupForm();\">\r\n                                        <span class=\"ace-btn-inner-text\">Book A Demo<\/span>\r\n                                        <span class=\"ace-btn-inner-icon\">\r\n                                            <img decoding=\"async\" src=\"{%basePath%}\/assets\/img\/acefone\/icons\/btn-arrow.svg\" alt=\"arrow icon\" class=\"img-fluid\">\r\n                                        <\/span>\r\n                                    <\/button>\r\n                                <\/div>\r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/section>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">What is a contact center?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p data-start=\"107\" data-end=\"507\">A contact center is a centralized team or department responsible for managing customer interactions across a variety of communication channels\u2014including phone calls, email, live chat, social media, messaging apps, and more. Whether customers are seeking assistance, resolving issues, or asking questions, contact centers serve as the front line of support, delivering timely and personalized service.<\/p>\n<p data-start=\"509\" data-end=\"859\">Modern contact centers blend skilled agents with powerful software and analytics to streamline communication, track customer history, and provide consistent, high-quality experiences. By offering omnichannel support, contact centers meet customers where they are, helping businesses build stronger relationships, boost satisfaction, and drive growth.<\/p>\n<p data-start=\"509\" data-end=\"859\"><strong>Recommended Read- <a href=\"https:\/\/www.acefone.com\/blog\/what-is-a-call-center\/\">What is Call Center?<\/a><\/strong><\/p>\n<h2 class=\"artifact-docx-preview_heading2\">How Did Contact Centers Evolve From Call Centers?<\/h2>\n<p>Traditional call centers were built around one main channel: the telephone. Early teams focused heavily on outbound calling, inbound support, or sales conversations. As businesses grew and toll-free numbers became common, call centers expanded from cold calling to customer service and inbound sales.<\/p>\n<p>The internet changed customer expectations. People started using smartphones, email, chat, social platforms, and messaging apps to communicate with businesses. On-premise call center infrastructure could not keep pace with this shift because it was expensive to scale, difficult to update, and limited to physical locations.<\/p>\n<p>Cloud technology turned the call center into the modern contact center. Today, agents can work through browser-based portals, supervisors can monitor performance remotely, and businesses can manage global teams without building heavy infrastructure in every location.<\/p>\n<p><i><span data-contrast=\"none\">Learn more<\/span><\/i><span data-contrast=\"none\">: <\/span><a href=\"https:\/\/www.acefone.com\/blog\/what-is-contact-center-as-a-service\/\">What Is Contact Center SaaS<\/a>?<\/p>\n<h2 class=\"artifact-docx-preview_heading2\">Contact Center vs Call Center: What\u2019s the Difference?<\/h2>\n<p>The simplest difference is channel coverage. A call center is voice-first, while a contact center manages voice plus digital channels. For a deeper breakdown, read Acefone\u2019s <a href=\"https:\/\/www.acefone.com\/blog\/contact-center-vs-call-center\/\">contact center vs call center<\/a> guide.<\/p>\n<table class=\"table table-acefone\" style=\"font-weight: 500;\" data-tablestyle=\"MsoTableGrid\" data-tablelook=\"1696\" aria-rowcount=\"9\">\n<tbody>\n<tr aria-rowindex=\"1\">\n<td>Factor<\/td>\n<td>Call Center<\/td>\n<td>Contact Center<\/td>\n<\/tr>\n<tr>\n<td>Main channel<\/td>\n<td>Phone calls<\/td>\n<td>Voice, email, chat, SMS, WhatsApp, video, and social<\/td>\n<\/tr>\n<tr>\n<td>Customer experience<\/td>\n<td>Mostly reactive<\/td>\n<td>Reactive and proactive<\/td>\n<\/tr>\n<tr>\n<td>Infrastructure<\/td>\n<td>Often on-premise or phone-system-led<\/td>\n<td>Often cloud-based and scalable<\/td>\n<\/tr>\n<tr>\n<td>Agent context<\/td>\n<td>Limited to call records<\/td>\n<td>Unified customer history across channels<\/td>\n<\/tr>\n<tr>\n<td>Reporting<\/td>\n<td>Call-focused metrics<\/td>\n<td>Cross-channel analytics, quality insights, and performance dashboards<\/td>\n<\/tr>\n<tr>\n<td>Best fit<\/td>\n<td>Voice-only teams<\/td>\n<td>Teams that need omnichannel support, sales, and service<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 class=\"artifact-docx-preview_heading2\">What Are the Different Types of Contact Centers?<\/h2>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Inbound <\/span>Contact Centers<\/h3>\n<p><a href=\"https:\/\/www.acefone.com\/solutions\/inbound-call-center-software\/\"><span data-contrast=\"none\">Inbound contact centers<\/span><\/a><span data-contrast=\"none\"> are designed to receive incoming communications from customers and potential leads. They mainly provide support to individuals who engage with your business, i.e., those who have purchased a product or service from your company.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">At the same time, they can be used as an effective inbound sales tool. For instance, companies can promote offers on different channels such as their website or landing page, and list a toll-free number for lead inquiries.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Furthermore, inbound contact centers are equipped to handle all sorts of customer queries, ranging from setting up the product to issues arising through daily usage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 class=\"artifact-docx-preview_heading3\">Outbound Contact Centers<\/h3>\n<p><a href=\"https:\/\/www.acefone.com\/solutions\/outbound-call-center-software\/\"><span data-contrast=\"none\">Outbound contact centers<\/span><\/a><span data-contrast=\"none\"> focus on reaching out to customers\u2014both current and prospective\u2014via numerous channels. These can include promotional calls for deals and offers, broadcast SMSs for announcements and survey links, chat support, etc.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">With the increased use of data analytics to drive business decisions, outbound centers are also now using their services for feedback and customer surveys. Agents ask customers about their experience, where they got to know about the product, and whether they\u2019re living up to the market standards or not.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Finally, outbound contact centers are tailor-made to handle outbound marketing campaigns. <\/span><a href=\"https:\/\/www.writecream.com\/top-10-outbound-marketing-statistics-that-you-need-to-know\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">62% of marketers say their company\u2019s outbound marketing efforts are effective<\/span><\/a><span data-contrast=\"none\">. This is achieved by launching systematic campaigns that use a mix of mediums to reach customers, give them relevant offers, and reduce steps for them to respond to us.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 class=\"artifact-docx-preview_heading3\">Multichannel Contact Centers<\/h3>\n<p>A multichannel contact center lets customers communicate through more than one channel, such as phone, email, chat, SMS, or social media. Each channel exists, but the experience may still feel separate if the agent does not have one unified customer view.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">Omnichannel Contact Centers<\/h3>\n<p>An omnichannel contact center connects all channels into a single customer journey. Agents can see previous interactions, understand context, and continue conversations without asking customers to repeat themselves. This is especially useful for retention, support quality, and personalized customer engagement.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">Cloud, Hosted, and Virtual Contact Centers<\/h3>\n<p>Cloud contact centers run over internet-based infrastructure instead of heavy on-premise systems. Hosted and virtual models allow teams to work remotely, scale seats faster, and reduce dependency on physical hardware.<\/p>\n<p><i><span data-contrast=\"none\">Learn more: <\/span><\/i><a href=\"https:\/\/www.acefone.com\/blog\/omnichannel-contact-center-guide\/\"><i><span data-contrast=\"none\">Omnichannel Contact center<\/span><\/i><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">The case against traditional call centers<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">We\u2019ve spoken in brief about the advantages of modern contact centers over traditional call centers, but many companies continue to operate with a traditional setup mainly due to these reasons:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Traditional contact centers keep infrastructure and employees in one place. This assures better control.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">These centers don\u2019t rely on the Internet, so they are not prone to security and data breaches.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">They have negligible call lags and offer higher-quality calls.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">With the advancement in modern contact centers, however, many of these issues have been addressed. For instance, modern centers let supervisors, managers, and agents access the same portal for operations and analytics. This assures great control, as everything has one digital address.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">At the same time, to operate traditional centers, you have to start from scratch\u2014assembling a team, buying the technology, training the agents, etc.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Modern virtual contact centers are equipped with all the security provisions you need, be it 256-bit industry-grade security or antivirus protection at all levels. There are even multiple data centers where your data is backed up. At a traditional call center, on the other hand, all your data is present in one place and any calamity can result in its destruction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Most modern contact centers promise a minimum of 99.99% uptime and can transport the highest quality calls via VoIP.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Put simply, cloud contact centers are the go-to solution for SMBs. Not only do you save costs, your systems will always be up-to-date with the latest software and technologies.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"none\">Learn more<\/span><\/i><span data-contrast=\"none\">: <\/span><a href=\"https:\/\/www.acefone.com\/blog\/contact-center-vs-call-center\/\"><span data-contrast=\"none\">Contact Center vs Call Center<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 class=\"artifact-docx-preview_heading2\">What Are the Benefits of a Contact Center for Your Business?<\/h2>\n<p><span data-contrast=\"none\">Every mid-sized business that has a product or service to sell needs a contact center. Let\u2019s look into why you should consider getting one for your business.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 class=\"artifact-docx-preview_heading3\">1. Better Customer Service<\/h3>\n<p>Contact centers help teams respond faster and with more context. Features such as IVR, call recording, call transfer, call whispering, and skill-based routing support smoother conversations and faster issue resolution.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">2. Lower Setup and Operational Costs<\/h3>\n<p>A cloud-based contact center reduces the need for physical servers, complex phone systems, and hard phones. Businesses can start with a stable internet connection, devices for agents, and a software platform that supports their required channels.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">3. Easier Remote and Global Operations<\/h3>\n<p>Cloud contact centers make it easier to build teams across regions. Agents can work from different locations while managers track performance, call quality, and customer conversations from a single platform.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">4. Stronger Customer Loyalty<\/h3>\n<p>Customers are more likely to stay with brands that respond quickly and remember their history. A unified contact center helps agents personalize support and avoid repeated questions.<\/p>\n<h3 class=\"artifact-docx-preview_heading3\">5. Faster Technology Upgrades<\/h3>\n<p>Because modern contact centers run on cloud technology, new features, security updates, integrations, and analytics capabilities can be rolled out without replacing hardware.<\/p>\n<p>Want agents to manage every conversation from one place? Acefone\u2019s <a href=\"https:\/\/www.acefone.com\/products\/interactions-hub\/\">Interactions Hub<\/a> brings voice, WhatsApp, SMS, email, and video into one unified workspace.<\/p>\n<h2 class=\"artifact-docx-preview_heading2\">Top Contact Center Features Every Business Needs<\/h2>\n<p>The right feature set depends on your team size, customer volume, channels, and service goals. For a deeper feature checklist, explore Acefone\u2019s <a href=\"https:\/\/www.acefone.com\/blog\/call-center-features\/\">contact center software features<\/a> guide.<\/p>\n<table class=\"first-row first-col no-vband artifact-docx-preview_tablegrid\">\n<tbody>\n<tr>\n<td><strong>Feature<\/strong><\/td>\n<td><strong>Why It Matters<\/strong><\/td>\n<\/tr>\n<tr>\n<td>Interactive Voice Response (IVR)<\/td>\n<td>Routes callers to the right department and enables self-service for common queries.<\/td>\n<\/tr>\n<tr>\n<td>Automatic Call Distribution (ACD)<\/td>\n<td>Distributes calls to available agents based on rules, availability, or customer needs.<\/td>\n<\/tr>\n<tr>\n<td>Skill-Based Routing<\/td>\n<td>Matches customers with agents based on language, expertise, priority, or issue type.<\/td>\n<\/tr>\n<tr>\n<td>Call Recording<\/td>\n<td>Helps managers review conversations, train agents, and maintain service quality.<\/td>\n<\/tr>\n<tr>\n<td>Live Call Monitoring<\/td>\n<td>Allows supervisors to listen, whisper, or barge during live calls when support is needed.<\/td>\n<\/tr>\n<tr>\n<td>Predictive and Preview Dialers<\/td>\n<td>Reduce manual dialing effort and improve outbound productivity.<\/td>\n<\/tr>\n<tr>\n<td>CRM Integration<\/td>\n<td>Brings customer records, tickets, and previous interactions into the agent workflow.<\/td>\n<\/tr>\n<tr>\n<td>Reporting and Analytics<\/td>\n<td>Tracks KPIs such as call volume, response time, CSAT, FCR, and agent performance.<\/td>\n<\/tr>\n<tr>\n<td>Omnichannel Inbox<\/td>\n<td>Combines channels like calls, email, SMS, WhatsApp, chat, and video in one view.<\/td>\n<\/tr>\n<tr>\n<td>AI and Voice Bots<\/td>\n<td>Automate repetitive queries, qualify leads, schedule callbacks, and support 24\/7 self-service.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p aria-level=\"3\">If your team handles structured inbound and outbound calling at scale, Acefone\u2019s <a href=\"https:\/\/www.acefone.com\/products\/contact-center-studio\/\">Contact Center Studio<\/a> supports blended operations, automation, supervisor controls, and analytics.<\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Interactive voice response<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">An interactive voice response system or <\/span><a href=\"https:\/\/www.acefone.com\/solutions\/interactive-voice-response\/\"><span data-contrast=\"none\">IVR<\/span><\/a><span data-contrast=\"none\"> is critical to all inbound processes. It refers to a pre-recorded calling menu that a user can interact with as soon as they call you. This menu helps them link to different departments with ease, access self-service queries, and even make requests. No inbound contact center is complete without a calling menu.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Here\u2019s how it works: You open the IVR builder tool that most contact center providers include with their portal. You then upload a script, complete with recordings and instructions. For instance, press \u20181\u2019 to get latest product information, \u20182\u2019 to connect with the billing department, and 3 to talk to a support agent directly. You can even add on-hold music.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Multi-device support<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Portability is critical these days, even for sales and support agents, many of whom are constantly on the move. With most companies introducing hybrid work for their employees, agents need to be able to work as efficiently from their homes as they do in the office.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The best <a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\">cloud contact center platform<\/a><\/span><span data-contrast=\"none\">\u00a0providers<\/span><span data-contrast=\"none\"> will always have apps that support calling and other features across devices such as smartphones, tablets and desktops. Equally important are custom apps catered to each device and the possibility to shift between devices even during live calls via features such as call flipping.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\">Call features<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">As per <\/span><span data-contrast=\"none\">this article<\/span><span data-contrast=\"none\">, 59% callers prefer to discuss their concerns over live calls over other mediums. Therefore, ensure that your contact center solution offers sufficient calling tools and features to make your callers\u2019 experience better. Some relevant <\/span><a href=\"https:\/\/www.acefone.com\/blog\/call-center-features\/\"><span data-contrast=\"none\">contact center software features<\/span><\/a><span data-contrast=\"none\"> include call recording, live call transfer, call whispering, call barging, and skill-based routing.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.acefone.com\/blog\/top-5-quality-voip-phone-services-with-latest-call-recording-features\/\"><span data-contrast=\"none\">Call recording<\/span><\/a><span data-contrast=\"none\"> let&#8217;s you re-listen to key points from customer conversations, gauge how your agents performed and strategize improvements accordingly. Live call transfer allows agents to transfer calls to supervisors and other agents. Call whispering is a vital feature that lets managers make suggestions to agents during live calls without the caller being aware of it.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Predictive dialers<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Predictive dialers ensure you do not have to waste time calling clients and potential leads manually.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">You simply upload a contact list to the dialer tool and wait as the tool calls multiple numbers for you, as per your configuration. The dialer is programmed to identify genuine calls and avoid missed, spam, and busy calls. Only when a genuine connection has been made, will the call be forwarded to the agent.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Dialers also monitor operator availability and route calls accordingly. They help you minimize call drop rates.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">At <\/span><span data-contrast=\"none\">Acefone<\/span><span data-contrast=\"none\">, we offer two types of predictive dialers\u2014ratio dialers and preview dialers. To know more about them, get in touch with our experts.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Automatic call distribution<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">This feature lets you route calls to the appropriate department or agent, which reduces your customer wait time and encourages first-call resolution. Top contact center providers have various ACD strategies and techniques in place for you to exploit.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">For instance, if a customer calls to complain about a product, they get directed to an agent in the product support department. If callers have billing issues, they\u2019re routed to the accounts department, and waiting calls are connected to idle agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Reporting and analytics<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">While many provide analytics and data reporting, the best providers let you customize data and present it as convenient graphs and tables. They also provide a vast array of performance indicators for your supervisors to access.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Your managers and stakeholders can monitor agent performance, evaluate call quality, identify hiccups, and contribute towards the overall improvement of processes via reporting and analytics.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">You will also find a list of key performance indicators that Acefone provides later on in this article.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 class=\"artifact-docx-preview_heading2\">What Makes a Contact Center Successful?<\/h2>\n<p><span data-contrast=\"none\">It\u2019s one thing to have a contact center, and another to run it successfully. Therefore, we came up with a list of factors that are critical for the success of your <\/span><span data-contrast=\"none\">cloud contact center solutions<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Always Stay Updated<\/span><\/h3>\n<p><span data-contrast=\"none\">Empower your agents with the latest software and tools, but do not be resistant to new updates and technology changes. Thanks to <\/span><a href=\"https:\/\/www.acefone.com\/solutions\/voip-phone-service\/\"><span data-contrast=\"none\">VoIP<\/span><\/a><span data-contrast=\"none\">, keeping up with upgrades and the latest software becomes easy, and these updates will always help your agents communicate better. You can update every tool and extension with only a few clicks, or enable auto-updates.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Unified communication<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Unified communication allows agents to manage and switch between multiple channels through a single cloud-based platform. This way, customers can get in touch with your company easily, and you can reply to them there and then.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"none\">Learn more:<\/span><\/i> <a href=\"https:\/\/www.acefone.com\/blog\/ucaas-ccaas-integration-successful-business\/\"><span data-contrast=\"none\">Why you should integrate UCaaS and Contact Center as a Service (CCaaS) into your business<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Customer centricity<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Customer centricity is all about putting your customers first. Use analytics, tools, integrations, and the various features your contact center provides to constantly improve services for your customers.\u00a0 Gather customer insight and feedback, and use them to understand their pain points and design processes accordingly.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Better trained agents<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Your agents form the bridge between you and your customers, and a contact center is only as successful as its agents. You must ensure they have enough training so that they can service clients better and convert more leads.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Great management<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Teams can work more efficiently with optimal supervision and goals in sight. Use the live dashboard to keep track of your contact center. See what your agents are up to by accessing call recordings, and be present for them via features like whisper, barge, and call tracking.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Setting goals<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Contact centers offer plenty of reports and analytical features that let you keep track of performance on all levels. You can set goals using those analytical inputs, which are important for agents as they provide them a plan of action.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">By setting goals, you can also reward agents and give them something to work towards. Some of the more agent-centric indicators include first-call resolution, average handling time, and customer satisfaction score.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How to recruit the right contact center agents<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p>Start by defining the ideal agent profile for your business. Study top-performing agents, list the skills that matter most, and build assessments around those skills.<\/p>\n<p>Strong contact center agents usually have active listening skills, empathy, clear communication, patience, confidence, and the ability to work across multiple channels. Pre-employment assessments can help evaluate communication ability, temperament, problem-solving, and technical readiness.<\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Ideal agent profile<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Begin with creating an ideal agent profile, consisting of key skills and attributes that your contact center needs. To identify those, you can study your current top-performing agents and note their best skills and attributes.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Communication skills<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Your agents should be able to communicate well with customers over every channel\u2014be it voice, chat, or SMS. This is irrespective of whichever channel your center deals with. Some of the key communication skills that agents must possess are active listening, empathy, compassion, and confidence.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Pre-employment Assessments<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Once you know which skills you\u2019re looking for, adequately assess those skills by including relevant questionnaires and tests in your recruitment process. These assessments can include tests that evaluate the candidates\u2019 technical skills, temperament, and social skills.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><span data-contrast=\"none\">How to measure your agents\u2019 performance<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Today\u2019s cloud contact centers present an array of key performance indicators and analytics that managers can use to track and improve their contact center\u2019s performance. These metrics help businesses define and stick to Key Performance Indicators (KPIs). Keep in mind the below mentioned indicators; over 65% of our clients use these for their benefit:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">First-Call Resolution (FCR)\u00a0<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Customers don\u2019t like to call multiple times for the same query. Hence, a high fist-call resolution rate is a great indicator for the efficiency of your contact center.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Abandoned call rates<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Customer calls that disconnect before being answered are always a bad sign for a contact center. This can mean your center has an inefficient call management system, leading to long queues and hold times for customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Average handling Time (AHT)<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Customers like quick resolution to their issues. But, call center agents can take a long time to assist them. Thus, tracking the call time of individual agents can help improve overall efficiency.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Call transfer rate<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Customers can get frustrated repeating the same issues to different service agents. More than <\/span><a href=\"https:\/\/www.timedoctor.com\/blog\/call-center-stats\/#:~:text=83%25%20of%20people%20prefer%20to%20speak%20to%20just%20one%20person%20to%20resolve%20any%20complex%20customer%20issue\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">80% customers prefer to speak to a single agent<\/span><\/a><span data-contrast=\"none\"> to resolve their issues. Thus, contact center agents must be trained to handle queries efficiently and transfer calls only when needed.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Customer satisfaction score (CSAT)<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">A good CSAT score can help you get great word-of-mouth from existing customers. It lets customers rate their experience and contact centers to improve their services using these metrics.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 class=\"artifact-docx-preview_heading2\">What Is the Future of Contact Centers?<\/h2>\n<p><span data-contrast=\"none\">The COVID-19 pandemic changed a lot of business operations. What was done merely three years ago is now seen as the older way of doing things. This is true in the case of contact centers too.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">1. Contact centers are going virtual<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">Thanks to the cloud, businesses could quickly get back on track after the world had gone into strict quarantine. And despite being confined indoors for over a year, they did not lose out on productivity.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">In fact, <\/span><a href=\"https:\/\/www.mckinsey.com\/featured-insights\/future-of-work\/whats-next-for-remote-work-an-analysis-of-2000-tasks-800-jobs-and-nine-countries\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">studies<\/span><\/a><span data-contrast=\"none\"> have now listed several jobs that can completely go remote, while the others can opt for hybrid working. One such is the role of contact center agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">As traditional communication methods fall flat when compared to the cloud, businesses are beginning to take note. Rather than setting up clunky, traditional offices, the future represents a more ergonomic space for these agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Moreover, with cloud services becoming industry standards, switching to a virtual contact center is only a matter of time.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">2. Self-service will continue to rise<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">A<\/span> <span data-contrast=\"none\">study in the Harvard Business Review<\/span><span data-contrast=\"none\"> discovered that \u201cacross industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">This continues to align with the increasing demand of self-service options by customers. These include AI-enabled chatbots for quick FAQs, <\/span><a href=\"https:\/\/www.acefone.com\/solutions\/interactive-voice-response\/\"><span data-contrast=\"none\">IVR systems<\/span><\/a><span data-contrast=\"none\"> with voice recognition software to assist in all sorts of customer queries, and many more.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">3. Man-machine-mix<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">While automation has swept across almost every industry, contact centers have always been wary of complete automation. This is because, when it comes to quality service, the human touch still reigns supreme. But, the advantages and benefits of automated tools cannot be ignored.\u00a0 Thus, while automation is \u2018in\u2019 right now, the hybrid model of man and machine for contact centers is gaining popularity too.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">In conclusion<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">With this guide, we covered the fundamentals of contact centers to help you set up your first contact center with ease. It covers their evolution from traditional call centers to contact centers, their importance for today\u2019s businesses, features, ability to track performance, and plenty more.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The bottom-line is, to be able to run a contact center successfully, you must focus on three key aspects: your team, the service, and customer experience. If these things are central to your process, there is no way a contact center will fail you.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><\/b>Speak with <a href=\"tel:1800-121-7777\">Acefone\u2019s experts<\/a> to evaluate the right contact center setup for your business communication needs.<\/p>\n<h2><b><span data-contrast=\"auto\">FAQs<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-teams=\"true\"><div class=\"accordion ace-faqs\" id=\"aceFaqToggs\">\r\n                        <\/span><\/p>\n<p><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead7290\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ7290\" aria-expanded=\"false\" aria-controls=\"aceFAQ7290\">\r\n                              <b>How does a contact center lead to better CX?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ7290\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead7290\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\"> A customer contact center boosts CX by giving people quicker, more personalized support across channels like phone, chat, email, or Whatsapp. It uses smart tools to resolve issues efficiently, helping customers feel heard and valued. It\u2019s a major upgrade from the old-school service experience.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead5977\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ5977\" aria-expanded=\"false\" aria-controls=\"aceFAQ5977\">\r\n                              <b>Why do I need a contact center for customer support?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ5977\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead5977\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"auto\">A contact center department brings structure and speed to your support game. Instead of scattered communication, it centralizes everything, so your team doesn\u2019t miss a beat. Plus, it helps you move beyond treating support as a cost center, it becomes a brand-strengthening tool.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead6974\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ6974\" aria-expanded=\"false\" aria-controls=\"aceFAQ6974\">\r\n                              <b>What technologies should I look for in a contact center?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ6974\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead6974\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00a0Your contact center should include cloud telephony, CRM integration, real-time analytics, and AI-powered tools. These tools help deliver seamless service and streamline internal processes. With the right tech, you\u2019ll cut costs, boost efficiency, and even transform your cost center into a growth driver.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead9783\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ9783\" aria-expanded=\"false\" aria-controls=\"aceFAQ9783\">\r\n                              <b>Can a contact center platform work with my existing software?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ9783\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead9783\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"auto\">Yes! Most modern contact center platforms like Acefone are built to integrate smoothly with existing tools like CRMs, ticketing systems, and messaging apps. This allows your contact center department to access customer data instantly, respond faster, and work smarter, without disrupting your current setup or adding unnecessary overhead to your cost center.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead1821\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ1821\" aria-expanded=\"false\" aria-controls=\"aceFAQ1821\">\r\n                              <b>Is a cloud-based contact center better than a traditional one?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ1821\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead1821\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"auto\">Definitely. A cloud-based contact center offers greater flexibility and lower setup costs. It allows your contact center department to operate remotely, scale quickly, and keep data secure. Unlike traditional systems, it\u2019s not just a cost center, it\u2019s a strategic investment in customer experience.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead7957\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ7957\" aria-expanded=\"false\" aria-controls=\"aceFAQ7957\">\r\n                              <b>Can small businesses benefit from a contact center?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ7957\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead7957\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Yes, small businesses can use a contact center to deliver professional support without a big team. It helps turn a basic support function into an efficient contact center department, letting you manage multiple queries without burning out your staff or turning support into a burdensome cost center.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead9229\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ9229\" aria-expanded=\"false\" aria-controls=\"aceFAQ9229\">\r\n                              <b>How does omnichannel support make a difference?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ9229\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead9229\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"auto\">Omnichannel support in a contact center department ensures customers can reach out on their terms via chat, email, or voice. It all feeds into a single dashboard, giving agents full context so customers never have to repeat themselves. That\u2019s service made simple.<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"none\"><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead7581\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ7581\" aria-expanded=\"false\" aria-controls=\"aceFAQ7581\">\r\n                              <b>What\u2019s the difference between a contact center and a call center?<\/b>\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ7581\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead7581\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><span data-contrast=\"auto\">A call center handles voice-only support, while a contact center manages multiple channels like chat, email, and calling.\u00a0<\/span><\/p>\n<p><span data-teams=\"true\"><\/div>\r\n                        <\/div>\r\n                      <\/div><\/span><\/p>\n<p><span data-ccp-props=\"{}\">\r\n                    <\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Remember the 2006 Hollywood film Outsourced? The protagonist, Todd, flew all the way from the US to a small town in India to set up a call center for his company.\u00a0 This was pretty much how things worked back in the early 2000s\u2014while globalization had enabled multinational corporations to take advantage of lower wages in [&hellip;]<\/p>\n","protected":false},"author":42,"featured_media":25721,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[185,142,120],"tags":[],"class_list":{"0":"post-11423","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-contact-center","8":"category-call-center","9":"category-customer-service"},"_links":{"self":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/11423","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/users\/42"}],"replies":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/comments?post=11423"}],"version-history":[{"count":28,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/11423\/revisions"}],"predecessor-version":[{"id":26862,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/11423\/revisions\/26862"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media\/25721"}],"wp:attachment":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media?parent=11423"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/categories?post=11423"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/tags?post=11423"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}