A CEC has evolved from the standard call center of several decades ago, to now include multiple channels where customers can engage with companies. Contributing to this growth and change is the blend of social media and communities engagement with CRM (customer relationship management) software. CECs also serve more traditional channels like phone, Internet and email.
The goal of a CEC is to provide customer service and support in each of the above channels, by implementing various technologies and business applications. What distinguishes a CEC is its ability to retain context about customers as they move across channels, while offering a personalized and engaging experience.