Abstract: According to various embodiments, a mobile interaction event corresponding to a user of a mobile device currently accessing product-related content may be detected. Thereafter, real-time interaction data associated with the mobile interaction event is persisted to an interaction data table in real-time. Further, ancillary data may be accessed from one or more ancillary data tables. The ancillary data may be persisted into the ancillary data tables at periodic time intervals. Real-time user context information may be generated, based on the real-time interaction data included in the interaction data table and the ancillary data included in the ancillary data tables.

Abstract: A customer service management (“CSM”) system that is configurable through graphical user interfaces to incorporate an array of contextual information, including customer context, qualifications of products/services for which support is provided, service context information, knowledge context, tools context, and reporting context. The contextual information is mapped to rules for routing and for information access in order to improve efficiencies. The CSM system provides an ability to customize user forms for look and feel, qualifications, contextual information, tools and resources; geo-localization features, such as case transfer based on the geographical location of a customer or CSM field agent; an ability to integrate with other CSM systems and/or to integrate with CRM systems; a knowledge base and associated tools to manage, publish, and utilize the knowledge base for case resolution; and Web service support and associated integration capabilities based on SML industry standards.