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Introduction In the modern digital economy, organizations handle enormous volumes of sensitive information every day. Businesses collect and store customer data, financial records, operational documents, intellectual property, and confidential communications across various digital platforms. While this data enables organizations to operate effic

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Customer communication has become more complex than ever. Customers interact with businesses through voice calls, emails, live chat, messaging apps, SMS, and social platforms—often switching channels multiple times during a single journey. Despite this reality, many organizations still operate contact centers using fragmented, channel-specific sy