The Mobile Revolution Demands Contact Centers Master the Mobile Channel

A few short years ago, mobile marketing was a cutting-edge concept. Only a small percent of affluent people carried smartphones, and apps were limited to a few gaming and entertainment functions aimed at a narrow slice of demographics.

That was then and this is now. At the end of 2011, there were an estimated six billion mobile phone subscribers in the world, or about 87 percent of the population of Earth. A significant portion of these phones are smartphones. In the U.S., Nielsen estimates that almost half the population – 49.7 percent – of people use smartphones.

People are increasingly running their lives off their smartphones. They use them not only for communication – phone, e-mail and SMS – but for entertainment both audio and video, navigation, news, social networking, reading e-books, taking photos and videos, dating, weight loss and countless other apps.

In other words, we live on them.

What all this means is that if you're contact center without a comprehensive mobile customer service program, you might as well still be using faxes. Many companies still lack the ability to serve mobile customers in a way they expect. Why? Because integrating the mobile channel into the contact center is no easy task. Many companies are finding today that it's virtually impossible to take advantage of the mobile revolution to deliver improved and expanded service experiences for their customers, both inside and outside the contact center, without the right technology partner.

To this end, unified communications and contact center solutions provider Interactive Intelligence (News - Alert) will host an informative Web event entitled, “The New Mobile World: Changing the Way You’ll Service Your Customers.” The event will feature speakers from both Interactive Intelligence and analyst group Ovum (News - Alert).

Following the presentations, there will be an extensive Q&A session, during which presenters and guests will respond live to audience questions.

The event will take place on July 31 at 11:30 am EST. To register for the event, click here.

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #807. For more information on ITEXPO West 2012 click here.