Contact Centers are traditionally known as a Call Centers since traditionally customers and business communicated over the telephone. Today people communicate in many different ways. Email, text messaging, instant messaging, and chat are prevalent today. The term "contact center" broadens the concept of a call center to place where customer contact, in multiple modes, takes place. Cost savings can be realized through automation in both inbound and outbound contact. Automation can also help agents and managers be more effective and efficient. Through a well implemented contact center businesses can improve customer satisfaction.