To put the mobile phone into context.  In the world there are 1.1 billion personal computers, 1.15 billion landline phones, 1.5 billion TV sets, 1.7 billion Internet users, 1.7 billion unique credit card holders and 2.1 billion unique holders of bank accounts. 

Cell phone subscribers: 4.6 billion.  This number has grown from 2.1 billion in 2006 and 3.3 billion since February of 2007.  There are over three times more cell phone subscriptions than PC users and twice the number of credit card holders, landline users or televisions.

In 2007 Apple released their easy to use iPhone.  Why did this mobile device have such a dramatic impact in the United States?  Why are our youth and minorities abandoning the landline in favor of mobile-only households?  Why are alerts preferred over email and IVR systems?

Current mobile solutions can manage all customer-facing processes, from simple inquiries, to marketing initiatives, to complex billing.  As a result, clients are better served while improving efficiency in the call center, thus reducing costs.

Giff Gfroerer will discuss the emergence of mobile technology, the difference between the Internet and the mobile web, mobile applications and SMS (text messaging), and how to empower consumers with convenient 24/7 access to CSR-related information via the phone without requiring assistance from CSRs.