Glen Taylor, Solutions Architect at Interactive Northwest, Inc., was recently interviewed at IAUGConverge 2014 about new trends in contact center automation by the Avaya Podcast Network.

During the podcast, Glen highlights the increasing adoption of mobile technology and its integration in the contact center.

Glen goes on to share a powerful example of how integrating INI SureConnect with a mobile application allows Egencia, a division of Expedia, to offer callers added convenience. Callers are given the choice to wait on hold or to request a callback from an agent best suited to meet their need.

The host agrees, having recently experienced this interface, that he was left with a feeling of empowerment and a knowledge that his issue was being addressed while waiting for the callback.