SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION

摘要

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.