Hosted Integrated Contact Services
Contact Centers today are more than just a single location with agents awaiting calls. Today’s Contact Centers revolve around knowing which agents can best meet the needs of the caller and how best to successfully complete the call on the first attempt. AT&T's Hosted Integrated Contact Services allow you to focus on your business, rather than on the management of equipment and/or applications.
In the past, the task of automating contact centers meant your business was required to make large upfront capital expenditures for on-premises hardware, software and even network infrastructure. Not to mention long and sometimes expensive implementation timeframes and strained IT operations before ever being able to benefit from the investment.
If you are looking to add more advanced features or don’t want to worry about technology or equipment upgrades to support your contact center application on an ongoing basis, learn more about AT&T’s Hosted Integrated Contact Services.
Performance
Multi-layers of resiliency, in-site redundancy and cross-site interconnections help ensure that your customers can always reach you for service. Once the call has reached the AT&T Hosted Integrated Contact Services infrastructure, IP/SIP allows the caller to reach the appropriate agent that can answer their needs while providing the agent with information about the caller. The platform can support overflow from dedicated contact centers and up to 20% bursting to support higher than expected call volumes during situations like advertising bursts, recalls, and emergencies.
Security
True multi-tenancy shared environment monitored by AT&T 24/7. Agents are required to login adding an additional level of security and monitoring capabilities.
- Login with security features to help ensure only your agents have access to your callers
- Web portal with security features and administrative rights allow only you to change your application when it’s necessary
Control
With the self-service web portal, available via the Internet, you can make changes to your applications as needed, and access real-time reporting allowing you to keep control of your contact center:
- Make any moves, adds, changes or deletes to your application
- Add/Delete agent user IDs providing the level of security over your application that is necessary
- Create and maintain your queuing and routing plans
- Access the IVR GUI interface for building and maintaining your IVR application
- Agent to Agent/Supervisor collaboration
- Silent voice monitoring
- CRM/transaction history storage and accessibility by customer or account
- Access to recorded contact interactions
- Agent interaction providing real-time statistics, support for multiple interactions, CRM features, full customer history, CTI and self-service integration
- Reporting on selected metrics, agent monitoring and reporting which gives you the information to structure your contact center and keep it operating efficiently
Innovation
Since the platform resides within the AT&T Global MPLS Network, you take advantage of not only the latest in network technology, but also continual upgrades to the AT&T Hosted Integrated Contact Services application infrastructure. Utilize AT&T’s experience – we’ll do it all for you.
Put your contact center application in AT&T’s hands and add velocity to your business.
AT&T Hosted Integrated Contact Services offers an economical alternative by providing a managed, shared, multi-tenant platform, hosting applications offered on a “pay-as-you-go” or “utility” basis. The bottom line is AT&T provides access to Contact Center equipment and application software housed in the award winning AT&T Internet Data Centers (IDCs) and manages it for you. A variety of enterprises can share the same equipment and utilize the same applications while experiencing a highly secure, private environment that adapts to volume peaks and slow periods or integrates with your existing contact center facilities and applications.
AT&T Hosted Integrated Contact Services allow you to select from a variety of inbound call types, routing them via the AT&T MPLS network routing capabilities to the Hosted infrastructure housed in the AT&T Internet Data Center. Once the call is received, take advantage of voice intelligent call routing, IVR applications and/or web-media capabilities (email, chat, fax). The call will be routed per your instructions to your agent locations whether they are in a centralized facility or remotely located.
The platform for AT&T Hosted Integrated Contact Services gives you flexibility in the design of your contact center. The platform accepts both TDM and IP ingress. Calls may originate from the following AT&T services – AT&T IP Toll-Free, Local, DID and Megacom® Toll-Free. Remote agents can login and receive information from the hosted platform through AT&T Managed MIS-PNT or through the Internet using AT&T ANIRA.
Specific Hosted Contact Center features include:
- Build, deploy and maintain your own routing schemes via an easy to use web portal tool with drag-and-drop GUI interface
- Network based ACD functionality providing call queuing, skills based routing, agent available routing, time-of-day handling, etc.
- Flexible announcements including music on hold to provide your callers with instant information about your business
- Multi-channel services such as email, chat, web collaboration so agents and callers can communicate in the best possible media
- Secure partitioned/shared platform
- Managed Service providing 100% disaster recovery redundancy
- Support for TDM and IP access and equipment
- Support for TDM, IP/SIP protocols to route the caller to the appropriate agent the first time including their information/history
- Standard or customized application development including IVR
- Hosted Interactive Voice Response (IVR) capabilities allowing you to:
- Build, deploy and maintain your own touchtone applications via an easy to use drag-and-drop GUI interface
- Add speech recognition or text-to-speech capabilities supported by Nuance and IBM
- Bring your own VXML application to be implemented by AT&T’s Contact Center professionals
- Select one of the pre-packaged IVR options Auto Attendant, Store/Services Locator, Order Entry/Order Status
- Make changes to audio files in near real-time
- Economic alternative to building and maintaining your application infrastructure
- Improve operational efficiencies by maximizing agent productivity
- Keep pace with technology upgrades without added investment
- Easily scalable allowing you to expand as needed
- CPE interoperability certified with all major equipment vendors
- Predictable, manageable costs
Contact Us
Contact us online about Hosted Integrated Contact Services.
Related Resources
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