Contact center system and methods for handling voice and data teleservices through mobile devices

A contact center system for handling inbound and outbound communication through voice and data between an application running on an agent's mobile device and a customer's phone or Internet-connected device, the contact center system comprising:

• an Agent Mobile Platform comprising the application installed on the agent's mobile device, wherein access to the contact center system is allowed after authentication of the agent, authentication comprising comparing, by the system, a verified image of the agent and a contemporaneous photograph of the agent taken via the agent's mobile device;
• a Customer Relationship Management (CRM) module, and an e-learning module configured to permit the agent to choose a campaign or service, take e-learning lessons, and to get certified to receive calls or chats from customers through the mobile device;
• and
• a Private Branch Exchange (PBX) in the cloud, and an Intelligent Automatic Call Distributor (ACD) and a Rapid Quality Assurance Recorder and Analytics database integrated in the cloud with the PBX;
• wherein the PBX, the Intelligent ACD and the Rapid Quality Assurance Recorder and Analytics database communicate to each other via Internet;
• wherein the contact center system is configured to:
• route an inbound phone call or a web-based interface via Internet to the PBX, which in turn routes the inbound phone call or web-based interface, via the Intelligent ACD, to the application of an available, certified agent's mobile device geographically closer to the customer;
• record the whole interaction between the agent and customer;
• convert, at the end of interaction between the agent and customer, the whole recorded conversation into text;
• and
• provide rapid feedback to the agent with the use of the Rapid Quality Assurance Recorder and Analytics database, wherein the converted text is subjected to a quality assessment.