AT&T Enhances Industry-Leading Customer Portal
Global Network Management and Online Collaboration Tools Increase Visibility and Control; Company Trials Electronic Contract Renewal
Bedminster, New Jersey, January 10, 2006, AT&T Inc. today announced enhancements to its industry-leading customer portal, AT&T BusinessDirect®, that expand global visibility into business customers’ network operations and improve service and support capabilities with new online collaboration tools.
AT&T BusinessDirect combines service management and support reporting tools into a single, secure extranet site that provides users with increased visibility and cost control over their network performance and investments. New additions to the portal include AT&T BusinessDirect Map International and AT&T BusinessDirectionsSM.
AT&T BusinessDirect Map International is expanded to give portal users a global view of their network operations in 88 countries. The maps provide intuitive point-and-click network-management and -monitoring capabilities, including a single, integrated view of inventory, service-ordering, and trouble-reporting tools that can proactively identify and resolve problems.
AT&T BusinessDirections allows customers to collaborate with a service representative over a secure Internet connection directly from within the portal interface. This “click-to-chat” functionality gives users service support in context, customized to meet their precise needs, exactly when they need it.
AT&T also announced today that it is currently trialing a new electronic contract renewal tool. The new feature, accessible from AT&T BusinessDirect, will streamline and simplify the contract renewal process, allowing customers to spend less time managing their account and more time on their own business-critical activities.
“AT&T BusinessDirect’s user base is diverse, ranging from large multinational organizations with broad global network support needs to businesses with more targeted service requirements,” said Bob Sloan, vice president eSales and Service, AT&T. “We will continue to leverage technology, enhance the portal’s robust suite of tools and deliver the best online experience to our customers around the world.”
Customers use the suite tools to improve the return on investment of their AT&T solutions. USA 800 Inc. is finding value in the simple and intuitive means that AT&T BusinessDirect provides to manage their network infrastructure.
“Our business is built on providing clients with the highest level of service, professionalism and technology solutions,” said Jeanne Hicks, director of Contact Centers, USA 800 Inc. “AT&T clearly shares this philosophy. AT&T BusinessDirect gives us the support necessary to manage our network while saving valuable time and resources for our own critical business activities.”
Each month, 458,000 businesses conduct approximately 2.9 million transactions using AT&T BusinessDirect. Customer transactions through the portal — including ordering and maintenance inquiries — increased 12 percent last year.
About the New AT&T
AT&T Inc. is one of the world’s largest telecommunications holding companies and is the largest in the United States. Operating globally under the AT&T brand, AT&T companies are recognized as the leading worldwide providers of IP-based communications services to business and as leading U.S. providers of high-speed DSL Internet, local and long distance voice, and directory publishing and advertising services. AT&T Inc. holds a 60 percent ownership interest in Cingular Wireless, which is the No. 1 U.S. wireless services provider with more than 52 million wireless customers. Additional information about AT&T Inc. and AT&T products and services is available at www.TheNewATT.com .
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