Contact centers are undergoing a significant evolution, shifting from handling basic customer queries and being largely viewed as expense centers that generate no direct revenue to strategic corporate assets that drive revenue, customer loyalty, and competitive advantage. This evolution is driven by customers, who expect seamless experiences and speedy responses, regardless of whether they initiate contact via phone, chat, email, social media, or mobile app. This expectation for efficient, channel-agnostic service delivery has added new layers of complexity to contact center operations, particularly in data-sensitive industries like banking and financial services.

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