AT&T Adds AI Elements to Cloud Contact Center

AT&T is adding new AI (artificial intelligence)-powered features to the Cloud Contact Center platform. The integration is expected to make advanced contact center capabilities more accessible.

Cloud Contact Center Connect supports rapid network connectivity deployment within the contact center, allowing connections to scale to avoid paying for unused capacity from within AT&T’s secure MPLS network. The release will feature integrated Intelligent Virtual Agent, embedded connectivity options, the Office@Hand collaboration platform and other elements to adapt to fluctuating call volumes.

The Intelligent Virtual Agent provides a flexible digital resource to extend customer service operations, 24×7, while offering self-service functionality to allow customers to choose how and when they communicate with an organization. This release, which AT&T noted does not include an AI engine lock-in, integrates with third-party artificial intelligence options. Office@Hand, meanwhile, provides shared presence and consolidated directories to achieve “first contact” resolution, with calls, conferences and transfers between both platforms on-network over a private SIP trunk, thus not incurring additional charges.

The capabilities can assist businesses in increasing agent ability to produce positive outcomes, reduce customer wait time and cut workloads.

Additional information is available via the AT&T website.