Contact Management Services

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AT&T Contact Management Services can help you transform your legacy call centers into virtual and emerging contact centers of the future - that are both media-independent and technologically advanced. AT&T offers a plethora of contact center services that include partner solutions from Avaya, Genesys, Nortel and British Telecom.

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AT&T Resource Manager

The AT&T Resource Manager (ARM) is an advanced call routing solution that matches caller needs and preferences to appropriate customer agents. These customer agents can be located in one call center or geographically dispersed to create a personalized, premium-quality virtual call center. This technology easily integrates with multiple vendor networks and different types of equipment.

AT&T Resource Manager (ARM) uses software-based call processing technology that provides data-directed, call-by-call routing to multiple, geographically dispersed skill groups to create a virtual call center network. AT&T's OneNet and Teleconferencing services are an ideal complement to AT&t's Resource Manager.

Integrated Contact Services

AT&T Integrated Contact Services (ICS) allow you to transform your legacy call centers into media-independent, technologically-converged contact centers of the future. This offer builds upon AT&T's rich heritage in the call center marketplace. It is designed to integrate easily with your legacy call center platform and networks. 

Specific capabilities of AT&T ICS include: intelligent call routing, multi-channel automatic call distribution (ACD) functionality, IVR, call queuing, and consolidated reporting. This service is powered by Cisco's IP Contact Center (IPCC) technology. AT&T ICS delivers an integrated suite of proven products that combine Cisco IP telephony and comprehensive contact center services.

AT&T VoiceTone

AT&T VoiceTone is an integrated offer that facilitates the electronic communication between people (customers, employees, suppliers, partners, stakeholders, etc.) and a business (or government) as necessary to complete a business transaction. It is specifically designed to increase the level of call/contact automation and provide higher levels of web integration than previously possible.  With AT&T VoiceTone Services, AT&T provides, manages and maintains certain hardware, software and connectivity. The AT&T VoiceTone Platform is solely for the operation of dialogue automation via the spoken word.

Web Content Services

AT&t's Web Contact Service (AT&T WCS) is an Internet-based, customer relationship management service that offers robust e-mail and chat management capabilities, as well as real-time collaboration and voice integration. It combines the strength of next-generation technologies with the talents of AT&T's skilled experts in delivering a robust managed service solution to our clients.

Interactive Voice Services

AT&T's Interactive Voice Services (IVS) is a robust offer consisting of fully-managed, network-based features that provide a wide range of voice applications that are designed to help automate traditional call center interactions. This allows enhanced customer interaction with your call center, providing automated, anywhere, anytime caller access to information - all at a lower operational cost.

Intelligent Call Processing

AT&T Intelligent Call Processing (ICP) is an advanced, toll-free service that meets your business and call center automation needs by connecting your database to AT&T's network. With ICP, your customers are able to route calls quickly and reliably to the right call center and/or answering resource. ICP delivers callers to the best possible termination point based on intelligence stored in your databases, which enhances the ability to make correct routing decisions.

AT&T IP Toll Free

AT&T IP Toll Free (IPTF) is an advanced, toll-free service that uses our world-class IP networking foundation to deliver an integrated service and client experience.  AT&T IPTF uses AT&T's MPLS backbone to deliver cost savings through converged access. AT&T IPTF blends traditional TDM calls with IP technology to cost-effectively deliver calls to various agents.