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Delivery of customer service against these priorities has never been more challenging. Customers are more mobile in their addresses, jobs and family relationships. Communications channels seem to multiply overnight, with customers switching between them at will.

Corporate messaging demands multi-channel distribution with increasing amounts of personalization. Mergers and acquisitions create multiple silos of customer-related data to be seamlessly joined. And products, business rules and government regulations change with alarming frequency.

Against this backdrop, the demands on the IT systems to support smooth, efficient and integrated delivery are considerable, particularly where case-orientated transactions are involved.

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