The contact center is the “face of the corporation” to customers, stockholders, vendors, and employees. It is often a mission-critical operation, responsible for sales, marketing, service, or general information requests. According to a customer survey, 80% of customers say that the service representative has a major influence on their opinion about the company [Genesys]. Customers expect a high level of service, and demand choice in how they communicate with corporations. Contact centers that once answered only telephone calls now field queries from multiple channels — phone, fax, email, and web interaction. The popularity of wireless communications and emerging messaging technologies promises to create new expectations for contact centers — the need to push information through new applications and mobile user devices.