AT&T cloud contact centre platform helps businesses rapidly deliver an enhanced Customer Experience

Roman Pacewicz of AT&T Business

AT&T unveiled its new AT&T Cloud Contact Centre platform empowering businesses to rapidly and cost-effectively transform their customer experience through a superior omnichannel experience.

AT&T Cloud Contact Centre’s open platform, based on the Five9 service, combines robust contact centre 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, organisations must look for innovative opportunities to make long-term improvements. For example, during the last global recession, some organisations 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 realisation, 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 optimised customer experiences in light of community lockdowns,” says Roman Pacewicz, chief product officer, AT&T Business.

“AT&T Cloud Contact Centre 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 Centre can help make each agent more effective. Advanced analytics can maximise 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 Optimisation 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 centre 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 Centre 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 recognises 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 Centre customers 90-day licenses at no charge for up to 500 seats. 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 Centre, Click here.

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