A contact center manages customer conversations across every channel, not just the phone. It routes calls, chats, emails, and texts to the right agent and tracks each interaction in one place.
Unlike a call center, which handles voice only, a contact center is omnichannel. Modern ones add AI to deflect routine questions, summarize conversations, and route by intent.
Frontdesk acts as an AI contact center: it answers calls, replies to texts and emails, and resolves routine requests automatically, logging every conversation in one timeline.