Mobile Connect (MC) allows companies to quickly transform Smartphone applications into mobile customer assistance portals. Using MC, companies can place a "contact by phone" button on their Smartphone applications, making it easy for customers to get assistance or place an order. The customer can select the appropriate department and enter a customer number, member ID or any other unique identifier. MC will connect the customer to the agent with the appropriate skill set and provide the agent with a screen pop.

Mobile Connect leverages Cisco’s Unified Contact Center Enterprise (UCCE) skills based routing and work flow capabilities to locate and connect the customer to the best available resource in the contact center. Through its web based open architecture, MC provides hooks to Smartphone apps for rapid and seamless integration.

Data from the Smartphone app is sent via web services to the b+s Multi Channel Application Link (MCAL), where the data is structured and offered to UCCE for routing purposes. Once Cisco UCCE determines the best agent to receive the customer request, the b+s solution can either instruct UCCE to call the customer back on the mobile device or send the mobile device a telephone number to dial in order to reach a specific resource or expert. This significantly reduces wait times and gets the customer to the right place the first time.

Key Features

• Rich Data Exchange: MC passes data such as ANI, DNIS, customer information, Caller Entered Digits etc. to UCCE for intelligent routing and screen pops.

• Callback: MC enables UCCE to call a customer back at a specific time, based on real time conditions in the call center or customer need.

• Call-in: MC can send the Smartphone application a specific telephone number to dial, helping to ensure that customers reach the right resource the first time.