DALLAS, May 4, 2020 /PRNewswire/ -- AT&T* today
unveiled its new AT&T Cloud Contact Center platform empowering
businesses to rapidly and cost-effectively transform their customer
experience through a superior omnichannel experience.
AT&T Cloud Contact Center's open platform, based on the
Five9 service, combines robust contact center functionality with
AT&T's award-winning global network and comprehensive suite of
voice and collaboration tools to deliver highly reliable, agile,
scalable, and highly secure capabilities.
According to Gartner, "to survive this (COVID-19) crisis and
emerge stronger than ever, organizations must look for innovative
opportunities to make long-term improvements. For example, during
the last global recession, some organizations opted to invest
aggressively in their capabilities, enabling them to emerge from
the recession stronger as a result. After the crisis, continuing a
solid digital-first customer service strategy will deliver
long-term benefits, such as business continuity, improved cost and
margin realization, and improved customer experience… By
2023, more than 60% of all customer service engagements will be
delivered via digital and web self-serve channels, up from 23% in
2019."
"Uncertainty has blanketed nearly every inch of the business
world in a matter of months. Many businesses find themselves
needing to quickly adapt in order to continue delivering optimized
customer experiences in light of community lockdowns," says
Roman Pacewicz, chief product
officer, AT&T Business. "AT&T Cloud Contact Center provides
a swift way to migrate these capabilities to the cloud, regardless
of legacy platforms. This means gaining the abilities to deploy and
manage remote agents, easily adjust to higher call volumes and
respond seamlessly through various channels, in a matter of
days."
Artificial Intelligence capabilities built into AT&T Cloud
Contact Center can help make each agent more effective. Advanced
analytics can maximize the ability of agents to use empathy and
emotion to create more positive customer engagement. Coupled with
automated processes, it can also help train agents faster and
enable real-time coaching and assist in determining optimal next
steps for the customer.
Other features include:
- Play well with others: Enhanced integration including
out-of-the-box integrations with leading CRM systems, collaboration
platforms, Workforce Optimization and powerful SDKs with a no-code
workflow automation to help you get more value out of the tools
businesses already use.
- Turn it up…or down: Scalability enables businesses to
fast-track deployment of remote agents to address critical
situations and shifts in demand.
- Get up and running quickly: Even businesses with
on-premises contact center platforms and legacy systems can migrate
their operation to the cloud in days/weeks, not months. In
addition, the platform's future-ready environment can roll out new
services just as quickly.
- Little to no code necessary: The flexible platform
allows users to create and integrate custom workflows to remove the
complexity out of using disparate systems.
"I was just grateful that when the messages were coming in
during the test phase, the AT&T Cloud Contact Center set up
only took two hours, it was simple and speedy," said Ellen Willmott, President and COO of the Work
Connect Project, a non-profit dedicated to helping workers
displaced by COVID-19. "I was impressed with how easy it was going
to be to deal with our launch and the ease our staff would have in
responding to inquiries."
AT&T also recognizes the extraordinary time we're in, and
that some capabilities are currently critical to businesses. That's
why AT&T is giving new AT&T Cloud Contact Center customers
90-day licenses at no charge for up to 500 seats1. As
work-from-home orders continue around the globe, we can help ensure
that businesses can stay connected with their customers.
For more information on AT&T Cloud Contact Center please
visit att.com/contactcenters. For details regarding our new
customer offer, please visit our business continuity offers page
here.
*About AT&T Communications
We help family, friends and neighbors connect in meaningful ways
every day. From the first phone call 140+ years ago to mobile video
streaming, we innovate to improve lives. We have the nation's
fastest wireless network.** And according to America's biggest
test, we have the nation's best wireless network.*** We're
building FirstNet just for first responders and creating
next-generation mobile 5G. With a range of TV and video products,
we deliver entertainment people love to talk about. Our smart,
highly secure solutions serve nearly 3 million global businesses –
nearly all of the Fortune 1000. And worldwide, our spirit of
service drives employees to give back to their communities.
AT&T Communications is part of AT&T Inc. (NYSE:T). Learn
more at att.com/CommunicationsNews.
AT&T products and services are provided or offered by
subsidiaries and affiliates of AT&T Inc. under the AT&T
brand and not by AT&T Inc. Additional information about
AT&T products and services is available at about.att.com.
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© 2020 AT&T Intellectual Property. All rights reserved.
AT&T, the Globe logo and other marks are trademarks and service
marks of AT&T Intellectual Property and/or AT&T affiliated
companies. All other marks contained herein are the property of
their respective owners.
**Based on analysis by Ookla® of Speedtest Intelligence® data
average download speeds for Q4 2019. Ookla trademarks used under
license and reprinted with permission.
***GWS OneScore, September
2019.
1 36-month contract required for AT&T Cloud
Contact Center (including softphone); minimum 25 agents; U.S.
customers only. All contract charges apply after expiration of
90-day free period. Professional services will incur charges and
will be billed separately. Customer agents must provide at-home
Internet connectivity, which may result in additional data charges.
Customer must provide network connectivity to the AT&T Cloud
Contact Center. Additional terms and fees apply. Available to
eligible new AT&T customers only.
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SOURCE AT&T Communications