AT&T Expands Contact Center Suite with Addition of Hosted Integrated Contact Solutions

| Apr 17, 2009 | Business Network Services - U.S. | Competitive Intelligence Report

| Analyst: Cindy Whelan

Current Perspective: Slightly Positive
Vendor Importance: Moderate/Low
Market Impact: Low

Event Summary

April 15, 2009 -- AT&T launches Hosted Integrated Contact Services (ICS), a fully-managed contact center service based on software from Genesys that is hosted in AT&T’s Internet Data Centers. Hosted ICS includes a Web-based interface that enables users to design, deploy and change speech applications and routing plans. As customers add agents or phone ports on demand, bandwidth will automatically burst up to 20% above the installed level to handle traffic increases. Hosted ICS is available across the U.S. and internationally on a custom basis.

Analytical Summary

• Current Perspective: Slightly positive on AT&T’s launch of Hosted Integrated Contact Services (ICS) because the carrier is taking the first steps towards providing a full-featured, hosted contact center solution on a shared platform. AT&T Hosted ICS lets businesses add or expand contact center services with minimum capital investment. Businesses can use Hosted ICS to create positive customer service experiences while keeping a tight rein on operational expenses. AT&T’s new offer lets businesses adjust many aspects of the service themselves, allowing them to manage their business rather than waiting for a carrier to make changes.

• Vendor Importance: Low to moderate to AT&T because this is the first phase of the carrier’s hosted contact center service, and the features included in the service are basic compared to premise-based solutions. But the new service complements AT&T’s suite of dedicated and shared contact center solutions, and lets the carrier upsell existing customers and market the service to potential clients. AT&T has offered contact center solutions for years and has a long-standing relationship with Genesys for its premise-based solution.

• Market Impact: Low on competing carriers offering contact center solutions because hosted services are in their early stages, with most contact center customers still relying heavily on premise-based solutions. Over time, demand for hosted solutions should build as contact centers deploy VoIP and unified communications features to streamline operations. Genesys is marketing its hosted contact center platform across the service provider market; AT&T will not be the only provider able to offer customers the features available through the Genesys product.

CLIENTS ONLY

Current Perspective

Competitive Positives and Concerns

Recommended Vendor Actions

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Recommended Competitor Actions

• Qwest, Verizon Business and XO Interactive can point out that they are Genesys Hosted Solution Partners. Verizon Business is a Gold Partner that has gone through Genesys training and met the company’s standards of consistent delivery and satisfied customers.

• Verizon Business can also emphasize its extensive contact center portfolio, which includes its IP Web Center network-hosted contact center solution for mid-size businesses, and its extensive portfolio of hosted and premise-based services for enterprise customers. Verizon’s Hosted IVR solution is VoiceXML 2.0 compliant, and the carrier’s Open Hosted Speech service allows businesses to develop their own applications and port them onto the Verizon Hosted IVR platform.

• Service providers utilizing the Genesys hosted contact center platform internally can point out their first-hand experience with the platform to prospective contact center customers. They can emphasize that their experience in deploying a Genesys-based solution will help them ensure that customers have a smooth transition.

Recommended End User / Customer Actions

• All companies considering a hosted contact center solution should verify that the prospective service provider’s data center provides sufficient redundancy, security and distribution. A hosted service provider should promise comprehensive "always on" performance, reliability guarantees and a disaster recovery/failover option for every portion of the solution. Businesses that are evaluating contact center solutions from AT&T, or any other vendor, should ask for reference accounts to get a feel for the provider’s performance.

• Enterprises interested in evaluating hosted contact center services should check with their service provider to find out what is available. Several providers offer hosted contact center services or voice systems, and leveraging an existing working relationship may be simpler than establishing a relationship with a new provider. In addition, enterprises may benefit from discounts and other special offers provided by their current service provider.

• Businesses with premise-based solutions that are considering hybrid contact center environments should consult their current premise-based solution provider and request a list of vendor partners. By using partners, the organization can create an apples-to-apples comparison of the features of each solution.

CLIENTS ONLY

Current Perspective

Competitive Positives and Concerns

Recommended Vendor Actions

| Client access - Full report in Business Network Services - U.S. | More information

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