How Mobile Devices are Driving Innovations in Contact Centers

Avaya

Abstract:

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.

Given that by 2015, more than 80 percent of their customers are likely to own mobile devices, and expect to use those devices when interacting with businesses, putting a mobility strategy in place is a competitive imperative.

In this paper, the authors share their thoughts about the opportunities in mobile, 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.

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