The multiplication of communication channels with customers (email, chat, phone, social media, etc.) and their desire to have quickly answers have led to an explosion of information volumes and the need to process them in real time. Conventional ways of customer service management are no longer sufficient. To solve this problem, which affects all customer relations centers, GMI has made a major technological shift over the past several years by integrating process automation tools. But before we talk about automation, let’s take a moment to recall the difference between a customer relationship center, also known as a contact center, and