The connectivity and solutions we provide to our customers have never been more critical – whether it be hospitals, medical facilities, utilities, food and beverage industry, government entities, financial institutions, K-12 and higher education, any other business or employees working from home. Our dedicated Global Operations & Service team in AT&T Business has pulled off some amazing feats to support our customers.
To keep our customers connected and complement our product offers, we’ve launched six new Command Centers that are enabling the fast delivery of increased bandwidth, new circuits and unified communication services. This will help enable working from home and support the smooth functioning of institutions that are experiencing a significant increase in data and voice traffic.
Our teams are utilizing our own unified communication and borderless collaboration tools.
To highlight three of the six command centers:
1. Delivery Command Center - AT&T Core Network
Our network is at the core of everything we do and it is during times like these when it matters the most. To that end, this command center has been established to handle higher demands across our infrastructure. As demands on the network continually evolve, AT&T is confident this structure will keep our network strong as needs evolve.
2. Delivery Command Center - Customer Needs
This structure is designed to organize all delivery functions across AT&T to expedite critical customer orders with high priority work volumes. Within one week, our teams have already completed hundreds of COVID-19-related customer orders across multiple industry segments. This effort is proving vital to not only our customers, but to the functioning of our society in these critical times.
3. Incident Command Center
Customers and businesses will all be impacted in some way during the COVID-19 pandemic. This command center has been established recognizing that vital customer incidents will need restoration faster than ever before. This center will prioritize incidences with Telecommunications Service Priority (TSP) indicators above all else.
These are truly unprecedented times.
We recognize that no business will be left untouched by this pandemic. No matter if you’re expanding bandwidth, redeploying employees or needing additional products and services, we’ve established the mechanisms to help you meet your business objectives.
These command centers are a true reflection of people, process, technology and culture coming together. Our team is dedicated around-the-clock, prepared to execute with excellent and seamless collaboration across Delivery, Sales and Technology ecosystems.
Technology supports our people.
We’re using collaboration tools to provide real-time status updates. We deployed a full automation framework using BOTs and other automation to speed up order intake, triage, delivery activity based on priority request. The BOTs launch a virtual command and control room and invite key stakeholders to collaborate in real time.
We’re doing this while prioritizing the health and safety of our employees. We’re constantly working to stay ahead and respond as the situation evolves.