Service centers are taking on a new meaning through the optimization of business models. In the next generation contact center, cost and revenue levers are optimized and total operational service center costs are reduced by up to 45% by proactively anticipating and responding to customer inquiries. The transformation of service center work processes in the context of multi-channel operating models and the provision of tailored services based on customer value and the complexity of the interaction enable a reduction in the cost of service per customer while improving customer service quality.