Resource Manager

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The AT&T Resource Manager (ARM) is an advanced call routing solution that transforms your geographically distributed agent groups connected to disparate systems into a single virtual call center. ARM matches caller needs and preferences to your appropriate customer agents to create a personalized, premium-quality virtual call center.

• Helps you better manage agent productivity and efficiency
• Integrates easily with multiple vendor networks and different types of equipment.
• Utilizes software-based call processing technology to provide data-directed, call-by-call routing
• Establishes a next generation of telephony software architecture by applying Automatic Call Distributor-like (ACD) call routing and by consolidating management information at the network level

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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.

• Intelligent Call Processing

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

• VoiceTone

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