How Mobile Devices are Driving Innovations in Contact Centers
Businesses cannot afford to ignore the impact that mobility in general, and context services specifically, will have on their contact centers in the very near future. More than 80% of their customers are likely to own mobile devices by 2015, and that they will expect to be able to use those devices when interacting with businesses. Merely enabling customers with mobile devices to call, email or text will not be enough. Given the rich array of contextual data available when mobile devices are coupled with increasingly sophisticated mobile apps and the resources and performance of next-generation networks, businesses have unique opportunities for simultaneously streamlining contact center processes — and cutting costs — while dramatically enhancing the customer experience. In this paper, we share our thoughts about these opportunities, along with ideas about how to weave them into a mobility strategy so you can capture their benefits and leverage them to gain competitive advantage.