by AT&T has existed team collaborative functions supplemented with AT&T Office@Hand (Office@Hand) with Contact Center options with which employees can influence the Klanter experience inside and outside a contact center.
They include Office@Hand Contact Center focused on Contact Center Agents and Office@Hand Ringssense focused on sales and support teams. With the additions AT&T concludes with an emerging trend of cooperation between link team and contact center functions in one offer.
Although the additions decides Office@Hand improve, they will be in the game compared to rivals, and the revitalized offer remains the only piece of AT&T in the team collaboration and contact center spaces.
Exactly three years ago, AT&T streamlined in 2022 his team cooperation and contact center portfolio drastically by terminating the resale of licenses for partner platforms, including Zoom, Cisco, Five9, Avaya and Nice. The only exception was a limited, hosted and white label version of Office@Hand, Ringcentral’s Ex Communication and Team Collaboration Platform.
While AT&T partly limited his portfolio because of the thin margins related to resale of licenses, it thus reduced the income from two areas that continue to grow considerably and diluted his attractive customers. AT&T also qualified to the disadvantage of other service providers such as Verizon, Lumen and Spectrum, which to this day offer services of a more extensive variety of suppliers, including Cisco, Microsoft and Zoom.
When entering the Contact Center room through the new possibilities, AT&T also has the accident to place themselves in competition with those and other suppliers, who have every established contact center Estates.
In addition, those suppliers have benefited from power relations that has been shifted to their advantage, with team collaboration platforms moving from Service Provider -organized solutions such as the former Cisco Hosted Collaboration Solution (HCS) and former Microsoft Skype for Companies and MicrosoTOFSthOFTFORMS.
Despite the rough patches that are linked to the announcement, AT&T rests with Contact Center options at a most suitable time. They correspond to a lively transformation that contact centers have undergone the concept of a ‘contact center’ that yields itself to the broader concept of ‘customer experience’.
