Cloud Contact Center

Cloud-based platform that enables fast deployment, flexibility, and intelligence for personalized customer experience.

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Welcome to the digitally transformed contact center

Is your contact center ready to exceed customer expectations and increase customer loyalty in a rapidly evolving marketplace?

Read the white paper (PDF)

Cloud Contact Center benefits

Powerful, scalable, and highly secure cloud solution

  • Improve customer loyalty 

    A future-ready environment that allows the roll-out of new services in days/weeks not months.

  • Industry-leading solutions 

    Integrated into the award-winning AT&T global network and flexible connectivity options.

  • Reduce customer pain points 

    Empower agents to work from anywhere and deliver a more personalized experience through accessible customer insights .

  • Improve customer journey management 

    Easily integrate your current business applications such as Customer Relationship Management, Unified Communications, and Workforce Management with a vast ecosystem of over 400 APIs/ SDKs.

  • Virtually seamless calling experience

    Near seamless omnichannel experience provides the customer the choice of channel through the entire journey.

  • AT&T track record 

    Rapidly migrate operations to the cloud and remove the cost and complexity of maintaining legacy on-premises systems.

Multichannel vs. Omnichannel:

Which experience improves loyalty, satisfaction, and productivity?

View infographic

Keep pace with customer expectations

Drive better customer experiences and amplify business outcomes

Features Details
Omnichannel routing Allows customers to transition across interaction channels without requiring them to restate their issue or resubmit authentication details.
Unified Communications (UC) Integrated into a variety of UC applications to easily escalate calls and track interactions.
Workforce optimization Integrated systems increase quality and performance and help ensure the right staff is in place at the right time.
Customer Relationship Management (CRM) Out-of-the-box deep integrations with Salesforce, Oracle, Zenesk, ServiceNow, Microsoft, and homegrown systems to easily access customer information on purchase and service history, customer preferences, and customer value.
AI efficiency for improved customer and agent interaction Allows the agent to focus on empathy while AI focuses on process, the best answer, and mundane time-consuming work.
Reporting and analytics Near-real-time and historical reports, dashboards, and alerts.
Fast-track deployment Quick deployment of remote agents to address critical situations and shifts in demand.
Reliable and highly secure Uptime levels of 99.99% with stringent security and compliance.

Resources

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