The role of the contact centre has changed significantly over the last few years. In many organisations, it’s now considered a key contributor to Customer Experience (CX), a relatively new and increasingly important measure for enterprise performance.
Additionally, business transformation has created new dynamics for resource availability, relationship touch-points and business models. These changes continue to impact segments such as financial services, healthcare and retail – making contact center delivery more complex and critical in equal measure.
Collectively, these market shifts create significant opportunities for AT&T.
With deep industry experience, a comprehensive portfolio and capabilities to help create next-generation models for the contact centre, AT&T looked to re-create and re-present their story for specific segments.