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A web call center is a telephony solution integrated into a website, enabling the management of customer communications through multiple online channels, such as automatic callback (web call-back), simultaneous conversation (web call-through), VoIP calls via PC, as well as email and chat. This type of call center manages interactions originating from the internet to provide efficient customer support. The term is increasingly being replaced by “multichannel contact center,” which encompasses the simultaneous management of several communication methods.

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