How many times have you called your cell phone carrier, or your cable provider and received an automated message to authenticate yourself (phone number, address, etc..)? Then, the split second you get someone on the phone, they do what? They ask for your telephone number, or name and address…pretty much the same exact information you just put in via your keypad! But it continues, because more often than not, they will need to transfer you to someone else who then does what? They ask for your telephone number, name, address, etc..
Check out this article by Joe Cleaver. It includes a video that details using Windows 7 and Multi-Touch to create a SEAMLESS, CONSISTENT, proactive experience that spans the Internet, ‘In Branch’, and finally the call center.