AT&T Cloud Contact Center And AT&T Contact Center .

AT&T Cloud Contact Centerand AT&T Contact CenterEssentials overviewEnd-to-end services, solutions, and expertisefor contact center transformation.Contact CenterSolutions

With greater business andstrategic value being placedon customer experience (CX)than ever before, contactcenters are under increasingpressure to enhance theirCX game while streamliningoperations, reducing costs,and improving productivity.

rip andreplaceenhanced contactcenter functionalitycloud migrationAT&T CloudContactCenterCurrent CCOn-premises/existing cloudcontactcenterwrap andembraceIntegrateand improveAT&TContact CloudEssentialsAT&T Cloud Contact Center is a dedicatedcloud-based platform, it delivers omnichannelfunctionality and deep integrations fororganizations that are ready to migrate toa cloud environment.For both existing on-premises and cloudcontact centers, the AT&T Contact CenterEssentials portfolio offers a suite of addon services that can incrementally improveyour ability to meet customer expectations without the need for a rip and replace strategy.

Moving towards the customer experience eradlou terCen&TAT ct Cn taCoAssess – Understand your current challenges andrestrictions, identify CX opportunities, and plan a strategyto achieve them.OmnichannelAutomate – Utilize AI and self-service functionalityto remove physical agents from handling simple andmundane tasks.Optimize – Analyze customer journeys, identifybottlenecks, and apply additional functionality to improvethe customer experience.CX ValueIntegrate – Unify disconnected and siloed businessapplications, systems, and platforms to reduce duplicationand increase knowledge share.OptimizeIntegrateAutomateMigrate – Benefit from the flexibility, scalability, andfunctionality of a dedicated cloud environment.Omnichannel – Converge communication channels, data,and processes into a single unified experience.Migratectnta ialsotC&T ssenTArEnteeCAssessTime

AT&T CloudContact CenterContact CCloudentT&erTAnCoOverviewentact c ter coreDataOmnichaWFOProvisioningn n elTheinte MobileSocialatgrInte Agent AssistChannelsChWith the ability to integrate withbusiness applications such as CRMsystems, workforce management,and Unified Communicationssolutions the platform providesthe fabric to deliver truly intelligentomnichannel engagements. CRM UC WorkforceoptimizationAPIsDialler RoutingAT&T Cloud Contact Center providesa highly reliable, scalable and highlysecure cloud contact center platformthat enables agents to deliver asuperior customer experience.EcosystemDohbastcloud contacartenecClients Agent Supervisor AdminBenefits: Delivers near seamless omnichannelexperiences, improves customer satisfactionand brand loyalty. Enhanced integration capabilities enableunification of business applications, data,and insights. Empowers agents to provide an engagingand personalized customer experience. Provides a powerful, scalable, and highly securecloud contact center platform for deploymentof advanced services and features.

AT&T Contact Center EssentialsDigital PlanDigital TransformationconsultancyAutomatedCall AnalysisVVVoice AnalyticsContact CenterEssentialsIntelligentJourney MappingCustomer JourneyOrchestrationAutomatedConversationsVirtual Assistant andConversational AIAutomatedCustomer ResponseCloud-based IVR

Digital PlanDigital Plan gives your organizationthe insight, strategy, and executionplan that can help your contact centerachieve immediate and long-term,transformational advantages fromcloud services and automation.OverviewDigital Plan is delivered as a seriesof 4 work packages: The first workshop defines yourcurrent customer service capabilities. The second investigates opportunitiesfor modernization through cloudservices and automation. The third provides a series of tailoredrecommendations that address yourcurrent business and CX challenges.The fourth focuses onimplementation.1 2 3 4DefineAssessRecommendDeliverDefine scope &Review solutions,Provide bespoke recommendationsassess requirementstechnologies and modelsfor your businessDevelop & deliver solution,monitor and adjustBenefits: Provides recommendations for modernizingyour customer experience provisions throughcloud services and automation. Helps to streamline and reduce cost withinyour contact center environment. Benefit from a “wrap and embrace” vs “ripand replace” strategy. Utilize the value of AT&TContact Center Essentials while retaining yourcurrent contact center architecture. Provides a fresh approach to deepen and extendcustomer engagement and interaction channels. Establishes a roadmap for change andtransformation within your organization. Plan and enable migration of essentialservices when you move to a dedicatedcloud contact center.

AutomatedCall AnalysisOverviewAutomated Call Analysis isa cloud-based customerengagement and speech analyticsplatform that uses AI and machinelearning to capture, transcribe,and reveal insight from all of yourcontact center interactions withyour agents.Automated Call Analysis gives yourorganization the insight to helpcontact center agents performat their best, optimize customersatisfaction, and streamlineinteractions for maximumefficiency and productivity.Speech recognitionLive sisHighly SpeakerseparationPredictivescoringAPIBenefits: Provides insights into agent performance andidentifies areas that require additional coaching. Helps improve contact center performancethrough improved First Time Resolution &Interactive Voice Response optimization whilereducing average call handling time and amountof call transfer actions. Highlights bottlenecks and poor user journeyswhich require excessive customer effort anddamages the customer experience. Provides sales flow analysis and lead scoring forgreater sales and marketing effectiveness.

Product registration& warrantiesAutomatedConversationsMake paymentsReturnsOverviewAutomated Conversations uses AIpowered virtual agents/assistantsto enhance or even remove theneed for live agent involvementin mundane task automation,FAQ requests, natural languagegreeting, and routing as well asorder management and paymentcollections.Automated Conversations createsnew self-service experiences forcustomers while freeing up liveagents to focus on more businesscritical and rewarding tasks. Theservice is completely scalabledepending upon client requirements,budget and deployment scenario.ApplicationsFAQsGreet & route/transferTech supportCheck inventory/order statusBenefits: Provides a repeatable and consistent set ofengagements regardless of volume or channel. Automatic learning identifies trends andproactively communicates with customers. Engages customer on their terms by using naturallanguage across different platforms such as chat,IVR, SMS, social and smart home devices. Conversational interfaces allow for highlypersonalized customer experiences.

d Customer Response is acompletely automated, cloud-basedIVR platform with call flows designedto be as near seamless and frictionfree as possible. Customers simplysay what they want and the solutionunderstands their intent throughNatural Language Processing (NLP).Automated Customer Responsehelps your organization reduceoperational costs and improve thecustomer experience while freeingup agents to focus on businesscritical customer interactions thatadd value and satisfaction.CRMAutomatedCustomerResponseAutomatic speechrecognition/text to speechContact centerBenefits: Automatically assign simple requests to selfservice applications. Accelerates development and deploymentthrough API enabled integrations. Reduces volume of misrouted calls and asignificant reduction in call duration. AI-powered predictive routing determineswhich questions are best handled by specialistsubject-matter experts.

IntelligentJourneyMappingOverviewIntelligent Journey Mapping is acentralized solution that automaticallylearns, understands, and orchestratescustomer conversations and journeysin real-time across all customerinteractions and organizational silos.Intelligent Journey Mapping unifiesand modifies the customer journeyto deliver highly personalized andrelevant engagements that enhancesatisfaction and drive greater valuewith every interaction.Customer journeyWebSocialAgentBrowse companywebsiteBrowsecommunity forumBrowsefacebookpageTweetEmail a serviceagentMobileTransfer to aservice agentEngage with achatbot via asmartphoneBenefits: View individual or groups of customer journeysin real time, identify bottlenecks, and amend toimprove customer experience. Automate analysis of all customer interactionsand modify journeys to optimize outcomes. Utilize state of the art modelling to predictcustomer behavior. Provide personalized and contextuallyrelevant engagements.Receiveinformationvia SMS

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AT&T Cloud Contact Center is a dedicated cloud-based platform, it delivers omnichannel functionality and deep integrations for organizations that are ready to migrate to a cloud environment. For both existing on-premises and cloud contact centers, the AT&T Contact Center Essentials portfolio offers a