The effects of the pandemic have greatly accelerated the pace of change in contact centers, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact center and companies' websites to answer their queries. 
The drive to unify these sources of knowledge and assistance is urgent and growing, becoming the digital contact center, which can predict customer's requirements, be proactive in delivering the correct information and make relevant knowledge available to whichever employee or automated system needs it, when they need it.

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