In order to successfully leverage customer insight for strategic business initiatives, an organization must provide its users with a way to access customer interaction information regardless of its format or location. This can be accomplished through the Intelligent Contact Center, which enables businesses to organize, analyze, and share both structured and unstructured information to drive customer intelligence and service initiatives in all aspects of the business. The Intelligent Contact Center gives users direct and immediate access to the most relevant customer content for their business needs, from answering customer questions to researching customer trends. These solutions automatically capture, process, and organize customer interactions for access across the organization.