Page 30 - SAMENA Trends - October 2021

REGIONAL & MEMBERS UPDATES SAMENA TRENDS

AT&T Ranked #1 in Latest J.D. Power Study

AT&T scored two more J.D. Power awards for business customer
satisfaction. We just snagged the #1 spot in the J.D. Power 2021
Business Wireless Satisfaction Study for large enterprise and
medium business wireless service. This comes on the heels of
winning the J.D. Power 2021 Business Wireline Satisfaction Study
for large enterprise and medium business in July. The J.D. Power
2021 Business Wireless Satisfaction Study measures satisfaction
across 6 factors: performance and reliability; customer service;
sales representatives and account executives; billing; cost of
service; and offerings and promotions. Mobile connectivity
has never been more important for businesses. The pandemic
affirmed that. The connections we create help businesses thrive
every day. From mobilizing a workforce, to collaborating and
engaging customers, to connecting a growing number of things,
wireless connectivity is key for today’s businesses. We bring an
entire suite of connectivity solutions – harnessing the power of
mobile and fiber-based technologies – to our customers providing
them the best capabilities for their specific and unique needs. Our
integrated approach enables us to deliver innovative solutions
to customers no matter their industry, size, or location. Nearly 3
million businesses turn to us for their needs, and we’re proud to
be their trusted advisor. Our focus is on serving customers first. support – 30% of customer requests are now resolved by
We’ve spent the last 3 years transforming our operations to serve chatbots and never require interacting with a live agent.
customers faster and smarter. The significant investments we’ve “Enabling businesses to thrive and transform through the
made in our Customer Service and Operations have resulted in: power of connections is our core mission. We’re committed to
• Automating and streamlining the ordering, delivery, and meet customers where they are while providing them with the
installation of solutions – 70% of site readiness provisioning integrated, innovative connectivity solutions that help them
work is handled by an AT&T Business virtual technician. deliver successful outcomes. I’m proud to see the realization of
• Using predictive analytics that leverage Artificial Intelligence these commitments through this affirming feedback from our
(AI) and Machine Learning (ML) to identify potential problems customers.” – Anne Chow, CEO, AT&T Business
in advance – We now have an 80% on-time installation rate for “In recent years, companies have learned the importance of
business customers as of May 2021, up from 71% in January reliability and having the support they need to make last-minute
2020. decisions. This has changed how our customers evaluate and
• Integrating industry-leading platforms to offer more purchase technology, and the companies that support them.
comprehensive solutions – We’ve achieved a 20% decrease in Factors such as cycle time, response time, and scalability not
our overall end-to-end cycle time to deliver our solutions faster only apply to the technology itself, but to the quality of support
compared to 2019. for it.” – Paul Rosenbaum, EVP, Customer Service & Operations,
• Providing more ways than ever to connect with service and AT&T Business.

AT&T Rings the Changes for Enterprise Customers

AT&T has partnered with RingCentral to phone service. AT&T and RingCentral equipment. Nationwide businesses
digitize business wireline phone services, will use hardware made by DataRemote using wireline phones often need to pay
stating the move will boost security and to digitize analog traffic so that it can be separate phone bills in each state due to
reduce costs for its enterprise customers. transmitted by VoIP networks. In addition, regional regulations, AT&T noted. This
RingCentral provides cloud-based unified AT&T said the device can provide 12 hours solution can consolidate all lines onto one
communications service, which AT&T is of operation using an internal battery bill, the operator explained. AT&T is the
making available to businesses nationwide backup in the event of a power failure. second major mobile operator in the US to
through a new service called AT&T for AT&T noted the new service can increase partner with RingCentral. In May, Verizon
Business – Advanced. In a statement, reliability for a number of wireline services announced plans to combine RingCentral’s
the operator highlighted the benefits of in addition to voice, such as alarms, cloud-based messaging, video, and phone
combining cloud-based functionality elevators, fax machines, modems, point- service with Verizon’s 5G, mobile edge
with the reliability of traditional wireline of-sale terminals and even healthcare computing, SD WAN, and security services.

30 OCTOBER 2021