AT&T 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.
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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.”
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“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.”
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