Methods for handling voice and data teleservices through mobile devices with asynchronous communication

A method for managing voice and data communication asynchrony in an In-Cloud Contact Center System, comprising:

• obtaining, from a respective mobile device GPS module, an agent geolocation for a plurality of agents logged-in in the In-Cloud Contact Center System;
• obtaining, either from a customer caller identification (ID) or a mobile device GPS module, a customer geolocation;
• initiating a first communication contact between the customer and one agent the agent that is located closest to the customer based on the customer geolocation and the agent geolocation;
• generating, by means of a Cloud-Implemented Intelligent Automatic Caller Distributor (C-I IACD), an event from the first communication contact involving said customer and said agent;
• automatically generating, by means of the CI IACD, an association between said agent and said customer to the event as soon as the first communication contact is established;
• detecting, by means of the C-I IACD, a communication interruption in the first communication contact;
• automatically generating and assigning, by means of the C-I IACD, an open tag to the event based on the detection of the communication interruption in the first communication contact;
• automatically detecting that the communication interruption in the first communication contact is ended, whereby communication between said customer and said agent can be resumed;
• automatically using the generated open tag to establish subsequent communication contacts, following the communication interruption in the first communication contact, between said customer and the same agent assigned in the first communication contact.