AT&T Virtual National Customer Service Center Recognized by InfoWorld As Top-Ten Project
San Antonio, Texas, November 29, 2007
IDG's InfoWorld magazine recently named AT&T's Virtual National Customer Service Center project as a top-10 project for 2007 in this year's InfoWorld 100 awards.
The Virtual National Customer Service Center project integrated nine AT&T regional call centers into a nationwide virtual service center. The integration enables collaboration and call-sharing across the company's service territory, allowing agents to share call loads with less-busy centers at any given time, and ensuring the fastest customer service experience possible.
Since the platform was integrated, the wait time has decreased by 50 percent or more for customers choosing to speak with a live customer service agent. In addition, customers now have the option to contact customer service in three ways: online, Interactive Voice Response via phone, or speaking with a live agent.
"AT&T is honored that InfoWorld recognized AT&T's Virtual National Customer Service Center project as one of the top 10 of the year," said Thaddeus Arroyo, CIO, AT&T. "We extend our congratulations to the many members of AT&T's IT team and internal business partners who had a hand in the success of this project."
The annual InfoWorld 100 awards program honors IT projects that demonstrate the most creative use of cutting-edge technologies to further companies' business goals. To be considered, projects must stretch beyond the typical, off-the-shelf solution, and must use multiple technologies in innovative ways to serve well-defined business goals.
"Whether ushering legacy systems into the agile era or revolutionizing how their companies leverage technology to meaningful ends, this year's winners are both inspiration and proof that striking a new path in IT can reap deep organizational rewards," said InfoWorld Senior Editor Jason Snyder.
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About InfoWorld Media Group
InfoWorld Media Group helps IT solutions management choose the right technology, within the context of a cohesive strategy, for business impact at their organizations. Rather than merely covering the enterprise technology market, InfoWorld identifies and promotes emerging technology segments that add unique value for the organizations that implement them, as well as the vendors that provide those solutions. Using an integrated communications approach including online, events, research, and a continued investment in an independent Test Center, InfoWorld analysts and editors provide both hands-on analysis and evaluation, as well as expert commentary on issues surrounding emerging technologies and products. Visit InfoWorld at www.infoworld.com.
About International Data Group (IDG)
International Data Group (IDG) is the world's leading technology media, events, and research company. IDG's online network includes more than 450 web sites spanning business technology, consumer technology, digital entertainment and video games worldwide. IDG publishes more than 300 magazines and newspapers in 85 countries including CIO, CSO, Computerworld, GamePro, InfoWorld, Macworld, Network World, and PC World. IDG's lead-generation service, IDG Connect, matches technology companies with an audience of engaged, high-quality IT professionals, influencers, and decision makers.
IDG is a leading producer of more than 750 technology-related events including Macworld Conference & Expo, LinuxWorld Conference & Expo, Entertainment for All Expo (E for All), DEMO, and IDC Directions. IDC, a subsidiary of IDG, is the premier global provider of market intelligence, advisory services, and events. Over 900 IDC analysts in more than 90 countries provide global, regional, and local expertise on technology and industry opportunities and trends.
Additional information about IDG, a privately held company, is available at www.idg.com.
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