AT&T on Wednesday unveiled new AI-powered capabilities to the AT&T Cloud Contact Center platform giving nearly any business access to advanced contact center features.
The AT&T Intelligent Virtual Agent (IVA) is joined by new built-in connectivity options and integration with leading collaboration platform, AT&T Office@Hand, to give businesses more ways to transform their customer experience and better adapt to fluctuating call volumes.
AT&T Intelligent Virtual Agent provides businesses a flexible digital resource and the ability to extend customer service operations to 24x7x365 without significant impact to the customer experience. Also, self-service functionality allows the customer to choose when and how they communicate with an organization, no longer restricted to opening times, live agent availability and limited channels. With no AI engine lock-in, AT&T IVA can integrate with all the market-leading AI technologies and have the freedom and flexibility to select the ‘best fit’ for their current applications.
AT&T Cloud Contact Center Connect – The pandemic is proof that things could turn again very quickly and that businesses might need to react just as quickly to help ensure they can meet their customers’ needs. AT&T Cloud Contact Center Connect offers rapid deployment of network connectivity into the contact center. As agents scale up or down, connections can scale right along with them, helping the customer avoid paying for unused capacity, all with the quality and reliability of AT&T’s highly secure MPLS network.
AT&T Office@Hand integration with AT&T Cloud Contact Center provides users of both platforms shared presence and consolidated directories to better achieve first contact resolution. As a result, agents can have access to a real-time view of availability and access of other experts in the organization by department so they can quickly identify someone who can better address customer inquiries. Calling, conferencing and call transfers between both platforms are on-network over a private SIP trunk and do not incur a toll charge.
Rich Shaw, VP, Voice and Collaboration, AT&T Business
In a business environment with so many unknowns—policies varying by municipality, call volume, staffing levels, budgets—the balance between managing resources and positive customer experiences remains a huge challenge. AT&T Intelligent Virtual Agent is a metaphorical “super suit” designed to boost the abilities of existing agents to address customer needs, all while maintaining cost flexibility.
