Integrated Contact Services

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AT&T Integrated Contact Services (ICS) combines the cutting-edge performance of TDM and IP based products with AT&T's unmatched services expertise to deliver complete integration of all your customer contacts. Whatever the contact mode - voice, data, Web - AT&T ICS helps you streamline handling to provide the best possible customer service. With a choice of Avaya, Cisco, Genesys and Nortel platforms, ICS will be modular permitting you to order any (applicable) feature components that best meet the needs of your business.

With this innovative solution, your key customers can reach an account rep quickly and easily via their mode of choice. Your call centers can become complete multimedia contact centers, giving agents the tools to access every aspect of customers' accounts and provide top-notch, personalized service. From financial services to technology providers, health care to retail, AT&T ICS delivers a powerful blend of hardware, software and AT&T-managed services that can fill your vital expansion needs and help reduce operational costs by leveraging the capabilities of your current infrastructure.

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ICS Contact Center provides intelligent call routing, multi-channel automatic call distribution, network-to-desktop Computer Telephony Integration, interactive voice response, call queuing, multimedia contact management and consolidated reporting. With the advanced call routing solution that ICS provides, your geographically distributed agent groups and disparate systems can be connected into a single virtual call center. AT&T ICS' flexible, scalable components enable you to select features that work best for your enterprise.

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• Providing customers with the same high level of service regardless of the customer's communication method choice
• Delivering end-to-end reporting to gain a better understanding of customer behavior and levels of service
• Integrating current call center platforms and network to leverage existing investments all while providing a smooth migration to an IP infrastructure

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• Enhance customer service with convenient, multi-channel access
• Realize ROI by leveraging your legacy infrastructure
• Provide cost-effective voice and data convergence by migrating to IP
• Expand agent productivity with sophisticated desktop tools
• Support growth through scalable architecture tailored to your needs
• Eliminate uncertainty with AT&T Managed Services expertise
• Experience the reliability of AT&T world-class solutions with Avaya, Cisco, Genesys and Nortel components

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• Intelligent Call Processing

Use your call center resources effectively with AT&T Intelligent Call Processing Service.

• Resource Manager

Transform geographically distributed agent groups into a single virtual call center with AT&T Resource Manager.

• VoiceTone

AT&T VoiceTone® provides customer service in your contact center without your caller ever speaking with a live agent.