What’s the difference between Contact Center software features and my business phone system?

Typical business phone systems include simple call routing using auto attendants (e.g., “press 1 for sales”, “press 2 for support”), hunt groups that distribute calls to a group of users, and basic reporting to show hold times/talk times, etc. Cloud-based contact Center software solutions offer advanced call features like:

• Interactive voice response to route calls based on customer information, priority, and skill
• Multichannel management for voice, email, webchat, texting, and social media
• Self-service options to allow customers to complete requests without an employee
• Artificial intelligence and deeper customer data and reporting tools to assist with analysis
• CRM integrations to improve call routing and personalize customer interactions