have the ability to bring mobile interactions into contact centers the same as any other channel. And, we can bring those interactions into the contact center with full "context." This means that when a specialist responds to a customer's request for help, he or she gets a complete picture of the customer's information and transaction history, be it the navigation of the mobile application, or maybe a picture sent along with a request to speak to an expert, enabling a much faster and more efficient response to the customer. Then, really using the intelligence and advanced capabilities of our contact center solutions, we can give a customer "credit" for the time they have spent trying to help themselves, prioritizing their call by just that kind of detail where and when it makes sense.

Are you using such capabilities for competitive advantage? One Avaya client, an insurance company, is exploring innovative ways to leverage smartphone capabilities in their contact centers. For example, their policy-holders can now send in pictures of damage to their homes or cars to speed the claims process. Claim adjusters, who are constantly on the road, can do the same, ensuring quick, informed resolution of insurance claims. Imagine if all insurance companies had this capability in the wake of Irene!

What are the possibilities for your company? Right now, there are a combined 630,000 iPhone and Android apps available in the market. Is one of them yours? If not, why not?

Ultimately, when customers decide to interact with your company, you want to give them the greatest flexibility possible and connect them with the most knowledgeable and best-informed person. Are you?

Please share your views of how smartphone use has impacted interactions with your customers. I also invite you to take a look at our view of Experience Management: Customer Service 3.0 to see how Avaya is helping companies like yours put the customer in the center of every interaction.