Intelligent Call Processing

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Intelligent Call Processing (ICP) combines the intelligence of your client database with the strength and reliability of the AT&T Network. ICP collects important customer-related information and routes calls based upon specific intelligent routing rules.

With ICP you have a number of options for handling incoming calls for your toll free number:

• Create proprietary routing arrangements
• Offer priority service based on call attributes
• Route calls to geographically diverse locations
• Handle toll free calls efficiently by routing to specific functional areas
• Enable digit collection and aggregation.

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• Integrated Contact Services

AT&T Integrated Contact Services (ICS) combines the cutting-edge performance of IP based Avaya, Cisco, Genesys, and Nortel products with AT&T's unmatched services expertise to deliver complete integration of all your customer contacts.

• 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.