Hosted Outbound Calling Service

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AT&T Hosted Outbound Calling Service offers an economical alternative to agent calling by providing a managed, shared, multi-tenant platform, hosting applications that are offered on a "pay-as-you-go" basis. The bottom line is that AT&T will provide access to contact center equipment and application software which is accessed form the AT&T network and manage it for you. A variety of enterprises can share the same equipment and utilize the same applications while experiencing a private environment that can be integrated with your existing contact center facilities and applications or operated as a standalone application.

Look to the AT&T Hosted Outbound Calling Service to provide you with an Industry leading outbound calling application platform - Hosted, network based, and highly customizable. This service is targeted to customers utilizing call center/contact center functionality to interface with their retail client base.

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AT&T Hosted Outbound Calling Service platform is based on the Nuance Voice and Voice- to-Text software technology. The application structure enables you to off-load / load balance client demand on your contact center employees through the use of network based calling capabilities. The pre-programmed application will "out dial" to a pre-determined list of your clients to either request information, or alert your client to specific information. The called party is presented with a pre-programmed script selected from one of the pre-packaged Interactive Voice Response (IVR) options - Automated Fraud Detection or Automated Collections. You can choose which features and/or functionality are needed to support your specific application activities to gather the most favorable response from your client.

Customer controlled management of the application through the use of the "Campaign Manager" computer interface allows you to make near real-time changes to your application "on the fly." You may choose to swap out pre-recorded scripts from male to female voices, change the timing of the calls, determine when to leave a message on an answering machine, and many other choices.

Currently, there are two application platforms supported under AT&T Hosted Outbound Calling Service - Automated Fraud Detection and Automated Collections.

Automated Fraud Detection

AT&T Hosted Outbound Calling Service Automated Fraud Notification application offers outbound calling to end users suspected of being victims of potential fraud. Validation of the transaction or options to refuse can be provided in a customized script. The application is especially helpful for credit card or financial transaction validation. Specific application features include:

• Timely notification to your customer reduces fraud costs
• Ability to provide your customer with real-time fraud prevention solution results may increased loss recovery rates
• Ability for immediate transfer of your customer to a fraud agent in your contact center
• Extensive inbound and outbound alerting capabilities that can provide savings of up to 70-90% over the cost of live agents and dialers alone
• Flexible network access options
• A consistent and easy-to-use customer experience
• Redundancy in network, infrastructure, data management and call processing - no single point of failure
• AT&T Network Features such as AT&T Real Time Network Routing and FASTAR - Automated Network facility restoration.  

Automated Collections

AT&T Hosted Outbound Calling Service Automated Collections application offers inbound and outbound calling to pre-loaded delinquent account contact information. Once connected, the platform will deliver a customized script detailing the delinquency and provide options for payment or follow up. Specific application features include:

• Advanced answering machine detection which provides a different message whether it's a live party or an answering machine that answers the call
• Mirrored inbound IVR allowing your clients to call back with the required information.
• Hunt groups enable the pursuit of multiple contact numbers.
• Call monitoring to hear both sides of the exchange to determine effectiveness of the script, or the reaction of your customer.
• Secure interface with customer management systems for real time or batch updates
• Optional agent transfers can be provisioned with CTI screen pop or cost-effective "whisper greet" feature, optimizing agent time
• Reports available both via Web and secure integration to your back-office management systems

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• Secure partitioned/shared platform
• Managed service providing100% network redundancy
• Scripted application development including IVR
• Web Portal Tool for application self-management and reporting
• Simple pricing model

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• Economic alternative to building and maintaining your application infrastructure
• Improved operational efficiencies by maximizing agent productivity
• Keep pace with technology without added investment
• Easily scalable allowing you to expand as needed
• Predictable, manageable costs

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• Hosted Integrated Contact Services

A fully managed service providing businesses of all sizes with a virtual contact center hosted securely in the AT&T network. Expand your call center capabilities without investing significant up-front capital for new equipment or software and take advantage of a shared, multi-tenant platform for your call center or IVR application.