To learn more about Contact Center consulting services,visit www.att.com/contact-center-consulting or have us contact you.

The contact center is your front line for internal and external customer interaction, and presents a unique opportunity to gain competitive advantage. Whether you run a fulfillment center, an internal IT service desk or a global sales center, contact operations carry a lot of responsibility including:

• Growing revenues through new customer acquisition and upsell opportunities

• Driving profitability by reducing costs

• Creating Net Promoters and driving loyalty by optimizing the service experience

• Meeting compliance, regulatory, and security requirements

AT&T Consulting can help you realize your contact operations goals by providing a unique blend of cross-industry expertise in complex contact center transformation, in addition to the best practices gained from internal AT&T transformation. AT&T runs one of the world’s largest customer contact operations, and is a leading retailer in the U.S. with significant industry recognition gained along our own journey for customer excellence and growth in Net Promoter Scores (NPS). AT&T Consulting has codified these experiences to enhance our world-class Contact Center consulting services portfolio spanning assessment, planning, implementation and optimization:

• Contact Center Strategy and Roadmap

• Contact Center Life Cycle Transformation

• Contact Center Optimization

Contact Center Strategy & RoadmapToday’s customer contact continues to evolve beyond the traditional “brick and mortar” call centers into increasingly “digital first” approaches. To succeed in this evolution, an enterprise must coordinate transformation activities spanning service design, staffing, workflow, and a range of technology towers including web, telephony, unified communications, network, operations, data center, and security. A vital component governing this transformation is a holistic and

strategic plan, which we can help you develop with our Strategy and Roadmap offering. Whether you are planning a complete or partial contact center transformation, we can help you with needs assessment, service catalog development, architectural options, platform vendor evaluation, financial justification and deployment planning.

In our experience, the critical elements of a Strategy and Roadmap can provide answers to:

• Service Catalog: What types of customer demographics are most profitable to be acquired and retained? What channels and service levels do you need to support? What business problems do the agents need to solve in serving those customers and channels? AT&T Consulting can help address these questions, and justify our recommendations using analytics performed on your customer interaction data. Armed with an empirical view of how you support your customers today, we can develop fresh insights which help justify service recommendations and channel strategies.

• Solution Architecture: What IT functionality is needed for agents, supervisors, analysts and executives to deliver the service catalog above? How can you leverage innovation such as the Internet of Things (IoT) and mobile applications to differentiate that functionality? What solution model (cloud, hosted, premise, managed, hybrid) can best meet your needs and budget? AT&T Consulting has the design expertise to identify and optimize the IT resources needed to meet your service customer and channel strategy. Our agnostic posture means we will leverage your existing investment and take full advantage of integrated multi-vendor solutions where needed.

• Transformation and Migration Plan: What, where, and when will the technologies be deployed? What resources will be needed? Do you have the needed skillsets internally? How will the migration be phased in order to mitigate risks during service transition? AT&T Consulting’s strategy will evaluate and identify all of these for complete transformation planning.

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• Financial Analysis: We can develop a detailed financial cost/benefit analysis and supporting business case including related costs and migration activities at each phase of the transformation. In addition we can help you quantify the benefits of projected customer satisfaction and NPS improvement. Together, these activities will better quantify expected returns and help ensure executive approval and engagement, accelerating program adoption.

• Delivery and Support Model: How should the infrastructure be supported? What is the best steady state support model? How will market changes be anticipated and new services enacted? AT&T Consulting can help you identify which parties should be responsible for managing specific parts of the solution. We have extensive experience in the service management aspects of multi-party delivery, and can help design the service assurance processes spanning multiple providers in order to deliver end-to-end solutions, including integrated tools and work center handoffs, as well as a governance model to ensure continual service improvement.

Contact Center Life Cycle TransformationThe development of an integrated, converged, and optimized contact center requires extensive knowledge and experience with enterprise networks, public networks, and carrier-based services. As an industry leader in IP-based contact centers, AT&T Consulting has a proven track record of implementing and optimizing complex and mission critical contact centers. Whether you are looking to upgrade your solution, better integrate existing components, or add new features, we can help.

Our application development and implementation services can focus on a specific vendor or platform implementation scope, or lead the full lifecycle encompassing planning, architecture, integration, and implementation. Our extensive deployment experience ensures best practices in convergent design and integration, helping to accelerate project deployments, realize on-budget performance, and reduce migration risks. AT&T Consulting experience includes design, integration and program management expertise across a range of transformation areas including: call flow, workflow design, in/outbound call treatment scripting, host database integrations, IVR, CTI, carrier network migration for SIP services, internal QoS network design, dial planning, security, and operational management.

Contact Center OptimizationThe optimal performance of the contact center relies on a delicate and dynamic balance of staffing, procedures, process, networks, technology and applications. Yet over time, enterprises make changes or investments which often happen independently of one another, or occur as a result of mergers and acquisitions. These changes are increasingly prevalent as contact centers move beyond traditional physical boundaries, and occur without the requisite enhancement and optimization of contact center platforms and processes serving the customer experience.

Our optimization service can help you anticipate and manage these changes in many ways.

Customer Experience OptimizationDo you know what your customer is saying about your customer service? How does the customer perception correlate to the agent interaction notes and survey responses? We use advanced analytics tools and methods to analyze customer interactions across disparate data sources, identifying key “topics”. We can then correlate those topics to customer survey response data to recommend ways to reduce customer effort, increase infrastructure utilization, drive NPS, and grow loyalty. Our approach is unique in that it provides an empirical and quantitative basis with actionable recommendations for remediation. This information is based on customer activities, so our recommendations become a compelling rationale for senior leadership and an integral part of a business case for your strategy or transformation investment.

Contact RoutingAre you matching the right agent with the right skillset to the right customer? This activity is paramount to enhancing the customer experience. AT&T Consulting can optimize your contact routing and resourcing approach to ensure it is aligned with the unique needs and service levels of the specific channel and customer segment.

Agent ProcessesAre your agents – who represent the majority of operating expense – optimally utilized? AT&T Consulting can analyze your contact center agent procedures and make recommendations to optimize agent productivity and infrastructure utilization.

Root Cause AnalysisAre you able to pinpoint the causes of chronic or intermittent IT issues? Because Contact Centers rely on a myriad of technologies, some quality issues might be performance or capacity related, and only manifest themselves during unique conditions, such as peak usage. We can help identify root cause for chronic issues that impair your customer experience.

Audio Quality OptimizationHave you sacrificed audio quality in the pursuit of reducing costs? Investments in converged architecture typically include compression which can impair customer interactions and overall experience. In addition, the end-to-end consideration of end point settings, headsets, call recording and peripherals, must be understood in terms of the “noise” each introduces into the overall system. Even background noise can impair customer experience, as well as customers calling from mobile devices. Our experts have the ability to look at all aspects of enterprise audio quality, as perceived by the customer, and pinpoint the root cause issues with recommendations for improvement.

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To learn more about Contact Center consulting services,visit www.att.com/contact-center-consulting or have us contact you.

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AT&T Consulting brings a unique set of expertise and holistic approach to solving your most complex Contact Center challenges. AT&T has the resources to help you make the most out of your existing infrastructure, while also harnessing the power of emerging tools and technologies. To learn more about AT&T’s Contact Center Consulting, contact an AT&T representative or go to www.att.com/contact-center-consulting.

For more information contact an AT&T Representative or visit www.att.com/contact-center-consulting.

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07/14/15 AB-3092

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Customer Contact

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Customer Contact Strategy & Roadmap

Customer Contact Optimization Customer Contact Life

Cycle Transformation

To learn more about Contact Center consulting services,visit www.att.com/contact-center-consulting or have us contact you.