Businesses need to adopt a mobile self-service strategy or
risk losing the dynamic, mobile and connected customer. Providing customer
service on mobile devices has become top priority for contact centers with many
working to develop an effective-service mobile app that lets customers tap
their way to problem resolution. Information entered into a mobile app is
attached as call data and submitted to the intelligent routing system running a
contact center. For calls that require agent assistance, the goal is to provide
a seamless transition to the voice channel from the self-service channel. This
requires connecting the mobile session with the agent session.