Customer care mobile application

1. A method for providing contact center services via a mobile application on a mobile device, the method comprising:

monitoring, by a processor, status associated with a service request transmitted to a contact center;

detecting change in the status;

determining, by the processor, whether a condition for transmitting a notification has been satisfied;

automatically transmitting, by the processor, a notification to the mobile application in response to determining that the condition has been satisfied;

receiving, by the processor, in response to the notification, a request for information on the service request;

transmitting, by the processor, the information in response to the request, the information for being displayed via the mobile application;

receiving, by the processor, an interaction request from the mobile application, wherein the interaction request includes an identifier for identifying the service request;

identifying, by the processor, based on the received identifier, a party assigned to handle the service request; and

inviting the identified party, by the processor, for engaging in interaction with the mobile device.

2. The method of claim 1 , wherein the status identifies that the service request has been resolved.

3. The method of claim 1 , wherein the status identifies triggering of an alarm with respect to the service request, or identifies escalation of a problem associated with the service request.

4. The method of claim 1 further comprising:

automatically transmitting the notification to a contact center agent.

5. The method of claim 1 , wherein the interaction request is generated by the mobile application in response to actuation of an interaction option by a user of the mobile application.

6. The method of claim 1 , wherein the interaction request is a mobile phone call to the contact center, wherein a telephone number for the contact center is provided to the mobile application as a push notification.

7. The method of claim 6 , wherein the telephone number is selected based on identification of a location of the mobile device.

8. The method of claim 1 further comprising:

monitoring compliance with a service level agreement; and

visually depicting a level of compliance via a visual indicator.

9. The method of claim 1 , wherein the identification of the party is without further input from a user of the mobile device.

10. A system for providing contact center services via a mobile application on a mobile device, the system comprising:

a processor;

a memory storing instructions which, when executed by the processor, causes the processor to:

monitor status associated with a service request transmitted to a contact center;

detect change in the status;

determine whether a condition for transmitting a notification has been satisfied;

automatically transmit a notification to the mobile application in response to determining that the condition has been satisfied

receive, in response to the notification, a request for information on the service request;

transmit the information in response to the request, the information for being displayed via the mobile application;

receive an interaction request from the mobile application, wherein the interaction request includes an identifier for identifying the service request;

identify, based on the received identifier, a party assigned to handle the service request; and

invite the identified party for engaging in interaction with the mobile device.

11. The system of claim 10 , wherein the status identifies that the service request has been resolved.

12. The system of claim 10 , wherein the interaction request is generated by the mobile application in response to actuation of an interaction option by a user of the mobile application.

13. The system of claim 10 , wherein the interaction request is a mobile phone call to the contact center, wherein a telephone number for the contact center is provided to the mobile application as a push notification.

14. The system of claim 13 , wherein the telephone number is selected based on identification of a location of the mobile device.

15. The method of claim 1 , wherein the condition is identification of a subscription to receive notifications.

16. The method of claim 1 , wherein the inviting of the identified party includes:

transmitting, by the processor, a message to an end device accessible to the party, the message including the identifier for identifying the service request; and

transmitting, by the processor, a signal for establishing a communication session between the mobile device and the end device.

17. The method of claim 1 further comprising:

storing, by the processor, the identifier in memory;

matching the interaction request to the stored identifier; and

retrieve the identifier in response to making the match.

18. The system of claim 10 , wherein the condition is identification of a subscription to receive notifications.

19. The system of claim 10 , wherein the instructions that cause the processor to invite the identified party include instructions that cause the processor to:

transmit a message to an end device accessible to the party, the message including the identifier for identifying the service request; and

transmit a message for establishing a communication session between the mobile device and the end device.

20. The system of claim 10 , wherein the instructions further cause the processor to:

store the identifier in the memory;

match the interaction request to the stored identifier; and

retrieve the identifier in response to making the match.