VoiceTone

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By neatly integrating several best-of-breed technologies, AT&T is offering a whole new way of automating and streamlining your customer contacts to help you significantly reduce the costs of customer service and similar operations. AT&T VoiceTone® supports voice-based contacts - it's (how it's done).

These new solutions can actually improve customer satisfaction at the same time, through uniquely 'conversational' interactions that are faster and more intuitive than conventional solutions. It's light-years beyond 'Press 1 for Sales'.  For example, instead of presenting callers with layers of nested menus - and expecting them to find the best option themselves - you can essentially ask them HOW MAY I HELP YOU and let them speak their answers in their own words. A VoiceTone natural language application recognizes caller intent and routes calls to the right resource. A natural language application increases the rate at which callers select an IVR application rather than opting to go to a Customer Service Representative (CSR). From there, the contact can take any of several paths depending on the caller, what they need and how you need to serve them.

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The heart of this interactive, high-touch approach is Dialogue Automation, an array of technologies that effectively mimic the experience of speaking to a live agent, but actually require minimal or no agent involvement for most contacts.  With AT&T's innovative managed services approach, you won't need to invest in a new hardware and software infrastructure to put it all to work.

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• Supports voice-based contacts
• Uses 'conversational' interactions, which are faster and more intuitive than conventional solutions
• Dialogue Automation effectively mimics the experience of speaking to a live agent
• Responds to 'conversational' human speech, not merely pre-set words and phrases
• AT&T handles all of the development and programming for your application
• Delivers an open, standards-based platform that is scalable, reliable, resilient and has secure features
• Incorporates 800 service, call routing services and automation technologies, including 'conversational speech', directed dialogue and touch tone services, into an integrated, scalable service
• Supports Voice XML 2.0
• A Service Creation Environment (SCE) is available that enables customers to assemble and test their own voice applications, giving them a high-level of control over their callers experience.

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• Automate and streamline customer contacts to reduce servicing costs
• Keep callers satisfied by removing menu navigation and lengthy voice prompts to quickly fulfill their requests
• Lets callers use everyday 'conversational speech' and automatically interprets vocabulary to 'understand' callers' intent
• Deliver 24x7 service and support with minimal agent involvement
• Provided as fully managed solutions that require no equipment or capital investment