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To date, enterprises have been slow to adopt mobility tools for their contact center employees. They should reconsider their mobile strategies, because having updated information can benefit both agents and supervisors.


  • As consumers become ever more dependent on mobile devices, they will also expect to be able to use them inside the workplace.
  • Mobility is about more than just tablets and smartphones – it is about access to real-time data from any location.

Features and Benefits

  • Explains why mobility is important for the contact center workforce.
  • Evaluates the types of applications and vendors that offer mobile contact center applications.

Key questions answered

  • Why should contact centers consider giving their employees mobile applications?
  • Which tools should enterprises be deploying for agents and supervisors?
  • What are the challenges and benefits of giving mobile tools to the contact center workforce?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Demand for mobility in the contact center is growing

  • Dependence on smartphones is increasing across the workforce
  • The need for real-time data is becoming more acute
  • Empowering employees helps to create a stronger workforce
  • Mobility can provide flexibility to nimble businesses

Which contact center applications should be mobilized?

  • Workforce optimization tools are most suitable for mobile
  • Access to mobile CRM tools can help smaller businesses and field service agents

Contact centers have unique security challenges

  • Managing efficiency versus adaptability
  • Security of customer data
  • Ownership of devices
  • Cost of investment

Benefits include a more engaged and adaptable workforce

  • Managers gain real-time performance insights
  • Agents get more control over their schedules
  • The business becomes more agile

Innovative solutions are entering the market

  • Contact center vendors are investing in their mobile capabilities
  • Future developments are likely to include gamification and in-app communications


  • Recommendations for enterprises
  • Recommendations for vendors


  • Methodology
  • Further reading
  • Author

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