Call Center Solutions Portfolio Summary

Products/Services Portfolio Summary

Product/Service Description Partners Automatic Call Distributor Robust call handling and reporting capabilities with customer-premise and Centrex-based solutions Nortel, Avaya, AT&T Network Services Interactive Voice Response Automation and speech recognition technology to off-load routine calls and use staff more productively Nortel, Cisco, Avaya Outbound Applications Outbound calling automation to better utilize staff time and screen out non-productive call responses Genesys, Concerto Network Solutions Enhanced Toll-Free Service SBC Speech Technologies Text-to-Speech, Speech Recognition, Authentication functionalities ScanSoft, Nuance, Nortel Digital Recording Digitally recorded voice and screen data entry to enhance service and training Verint Workforce Management Applications to improve efficiency of call volume forecasting, staff scheduling and performance tracking IEX, Genesys Computer Telephony Integration Integrated call and business information for enterprise-wide interaction; intelligent routing of transactions to the most appropriate resources Genesys, Concerto, Cisco, Nortel, Avaya Web Enabled Call Center Enable simultaneous voice and data exchange with web browsers over single phone line Nortel Genesys, Avaya, Cisco Real-time Displays Comprehensive display and messaging to provide critical information where needed Visual Electronics Network Pre-Routing Pre-routes calls within the carrier network to the appropriate call center/agent Cisco IP Call Center Combines ACD functionality in an IP Telephony environment Cisco, Nortel, Avaya Project Management Complete project management capabilities for call center technology implementation AT&T Call Center Solutions Systems Integration Integration and implementation of application components into a unified system AT&T Call Center Solutions, Nortel, Softel, Spanlink, Iex, Chrysalis, Verint, Cisco, Concerto, Avaya, Genesys Customer Support Help Desk Around the clock system monitoring and help desk support AT&T Call Center Solutions Strategic Location Planning Assistance in finding the best location for a call center based on available labor, demographics, infrastructure and property AT&T Call Center Solutions Consulting Services Evaluation of call center people, processes, and technology with actionable recommendations for improvement AT&T Call Center Solutions, Affinitas, Softel Training Design and delivery of programs to develop agent and supervisory skill sets AT&T Call Center Solutions Quality Assurance Design Design of a comprehensive program to assess and monitor agent performance and caller satisfaction AT&T Call Center Solutions Training Design and delivery of programs to develop customer service skill sets AT&T Call Center Solutions, Affinitas Staffing Staffing of agents and call center management Manpower Tele Services (Outsourcing) Agents, management, technology, and facilities for new program start-ups and special campaigns APAC Teleservices, Affina, Manpower, Affinitas