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AT&T and Salesforce Enter Pact for Improved Customer Experience

Salesforce says Customer 360 will allow AT&T to deliver customer experiences across various businesses.

Edward Gately

May 29, 2020

2 Min Read
Promise

AT&T and Salesforce have a new multiyear agreement to give AT&T’s customers new connected experiences.

AT&T will deploy Salesforce Customer 360 to create a single view of every customer across every point of contact. That includes in person at a store, over the phone, in a business setting or on any AT&T website.

Salesforce says Customer 360 will allow AT&T to deliver customer experiences across retail, marketing, online, business and more.

AT&T will use Salesforce’s entire portfolio of technology. That includes Sales Cloud and Service Cloud to give its store employees a 360-degree view of every customer interaction. MuleSoft will connect their various back-end systems. And Tableau will analyze data and better understand customers’ preferences.

And finally, Einstein will give more intelligent and personalized recommendations, and route support cases.

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AT&T’s Jeff McElfresh

“AT&T is in the business of connecting customers to the world around them and to the premium content they love,” said Jeff McElfresh, CEO of AT&T Communications. “Salesforce 360 will help us amplify the benefits of connectivity services for our customers and deliver the most highly tailored and best cross-channel experience ever.”

The announcement is part of AT&T’s broader plan to continue momentum in wireless, 5G, fiber-fed broadband and software-delivered entertainment.

“AT&T is accelerating its move to a digital-first world with a vision to deliver the most amazing mobile, 5G and fiber broadband services, and an incredible, connected experience for its millions of customers across every touchpoint,” said Marc Benioff, Salesforce’s chairman and CEO. “We are thrilled to power AT&T’s digital transformation as it delivers more value and builds stronger relationships with every customer.”

Home Office Connectivity

Also this week, AT&T Business introduced Home Office Connectivity, which provides business-paid internet access at home.

Businesses can equip their workers with AT&T high speed internet for enterprise at their homes, using wireline or wireless broadband connectivity.

Keep up with the latest developments in how the channel is supporting partners and customers during the COVID-19 crisis.

With this service, employees can use tools available to AT&T’s business customers from their home. Those include AT&T Internet Backup for failover, Global Security Gateway for additional security, and Static IP addressing. These services are separate from any consumer internet connection they may have at home.

“Attitudes about working from home are changing, but the cultural shift is only part of the equation,” said Mo Katibeh, AT&T Business’ executive vice president and CMO. “Businesses need tools to succeed in the new environment. This new solution gives our customers and their employees an entirely new way of thinking about working from home. By expanding access to enterprise-grade connectivity to residential locations, we can essentially put the office anywhere.”

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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