Customer service call processing and support agent access application

An apparatus, comprising:

• a processor configured to:
• intercept a customer service support inquiry call from a mobile device and redirecting the call to an interactive voice response proxy device;
• retrieve a data record comprising a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call;
• identify the customer inquiry and a customer profile stored on the data record;
• determine a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record;
• determine whether the customer has agent access privileges;
• and
• if so, route the call to at least one of an interactive voice response menu and an agent call device associated with a live agent.

A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:

• intercepting a customer service support inquiry call from a mobile device and redirecting the call to an interactive voice response proxy device;
• retrieving a data record comprising a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call;
• identifying the customer inquiry and a customer profile stored on the data record;
• determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record;
• determining whether the customer has agent access privileges;
• and
• if so, routing the call to at least one of an interactive voice response menu and an agent call device associated with a live agent.