Residential | Small Business | Enterprise | Wireless Region / Language
The Business Challenge
Convergent technologies such as IP Telephony, Video over IP and IP-based Contact Center solutions require extensive knowledge and experience with both traditional communications and next generation IP services. Key design and integration areas include legacy phone integration, directory services integration, security and compliance, E911, Quality of Service, and operational processes and procedures. In the Contact Center, additional expertise in application integration is essential in order to reap the cost savings potential of new multi-channel communications solutions. This will maximize the efficacy of the technology for responding to customer inquiries and minimizing risks of lost customer contacts.
The AT&T Solution
As an industry leader in IP Telephony and Contact Center solutions, AT&T helps organizations execute complex and mission critical convergence projects including:
- Migration to IP based telephony, including integrations with legacy phone systems such as Centrex and traditional premise-based PBX solutions
- LDAP Directories for user services provisioning
- Security to authenticate users and ensure compliance with federal mandates
- E911 regulations
- Creation of enterprise-wide QoS policies to ensure timely delivery of voice, data, and video
- Design of effective IP Telephony management solutions and operational processes for "day 2" support
In addition, our Contact Center capabilities deliver increased automations and self-service functions. This enhances the customer experience and provides easier access to your company's services for your customers beyond standard business hours. We have developer-level expertise for IVR and CTI support to augment phone, web, and email channels for applications which provide:
- Pre-staging of data based on caller id to reduce call handling time
- Enhanced agent screen pops customized to your needs
- Personalized experiences tailored to caller preference
- Data-directed routing to ensure priority customers get priority handling
- Virtual contact center deployment to control your labor costs while improving your customer's access to your services
- Self service transactional lookups for order status and confirmations
Our Convergence and Contact Center Architecture and Integration offerings provide a range of expertise to support detailed design and deployment projects. We have engineered some of the largest and most complex convergence projects on record, providing us with valuable best practices and experiences.
Solution Benefits
- Accelerates project deployment by leveraging best practices for convergence design and integration
- Validates your existing design to reduce deployment risks and optimize cost savings potential
Services Summary
- IP Telephony Architecture & Integration
- IP Telephony Operations Management
- Contact Center Architecture & Integration
- IVR / Applications Architecture & Integration
