Glossary
Blended call center is a call center that handles both inbound and outbound calls. This means that this is the most advanced call center model. Bledned call center as a term often refers to call center software.
Blended call center as a solution has a long history, as since the development of an inbound and outbound call centers there has been a need to integrate the capabilities of both these call center solutions in one too. Blended call center software allows you to create agent groups for inbound and outbound phone line, which means one agents work with incoming calls, and others work with outgoing calls. Agents can be switched between the lines if there is such a need, for instance, in a case of increased inbound call volume.
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