AT&T Rolls Out Cloud Contact Center Offer with Five9

AI capabilities built into the platform can help make each agent more effective.

Edward Gately, Senior News Editor

May 5, 2020

2 Min Read
Cloud Contact Center

AT&T on Tuesday launched its new cloud contact center service based on Five9‘s service.

AT&T Cloud Contact Center combines contact center functionality with AT&T’s global network, and lineup of voice and collaboration tools.

Artificial intelligence helps make each agent more effective, AT&T said. Advanced analytics maximize agents’ ability to use empathy and emotion for more positive customer engagement.

Coupled with automated processes, it also can help train agents faster. And it allows real-time coaching and assists in determining next steps for the customer.

Other features of the service include:

  • Out-of-the-box integrations with customer relationship management (CRM) systems, collaboration platforms, workforce optimization and SDKs.

  • Scalability to fast track remote agent deployment.

Businesses with on-premises contact center platforms and legacy systems can migrate their operations to the cloud in days or weeks. In addition, the platform can roll out new services quickly.

Users can create and integrate custom workflows to remove the complexity of using disparate systems.

We recently compiled a list of 20 top CPaaS providers offering products and services via channel partners.

Digital & Self-Serve Channels

By 2023, Gartner says more than 60% of all customer service engagements will be via digital and web self-serve channels. That’s up from 23% in 2019.


AT&T’s Roman Pacewicz

“Uncertainty has blanketed nearly every inch of the business world in a matter of months,” said Roman Pacewicz, chief product officer at AT&T Business. “Many businesses find themselves needing to quickly adapt in order to continue delivering optimized customer experiences in light of community lockdowns. AT&T Cloud Contact Center provides a swift way to migrate these capabilities to the cloud, regardless of legacy platforms. This means gaining the abilities to deploy and manage remote agents, easily adjust to higher call volumes and respond seamlessly through various channels, in a matter of days.”

AT&T is giving new AT&T Cloud Contact Center customers 90-day licenses at no charge for up to 500 seats.

“I was just grateful that when the messages were coming in during the test phase, the AT&T Cloud Contact Center set up only took two hours, it was simple and speedy,” said Ellen Willmott, president and COO of the Work Connect Project, a nonprofit that helps workers displaced by COVID-19. “I was impressed with how easy it was going to be to deal with our launch and the ease our staff would have in responding to inquiries.”

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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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