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SQM Research: Reinventing Customer Experience

by: By Spencer Seidel, February 20, 2015

You’ve probably seen the ads. Two geeky guys traveling across the USA, making sure AT&T has the nation’s strongest LTE signal. Cute, right? Funny, too.

But have you ever really considered how all those cat videos get to your smartphone? How truly amazing it is that a little electronic gizmo can connect you to almost anyone in the world in an instant? Just how monstrous a task those two geeky guys have taken on?

The true story behind those ads is that keeping AT&T services operating at peak performance takes thousands of technicians, all supported by intelligent systems and processes. Read more

A Call out to Academia: The AT&T SDN Network Design Challenge

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As we transition to a software-centric network, our goal is to virtualize 75 percent of AT&T’s network by 2020. To do this, we must be nimble and move quickly. Join the first-ever AT&T SDN Network Design Challenge. It’s a contest asking some of the brightest minds in SDN and NFV to provide us their ideas about how to design a better software-controlled network. - Read more


AT&T Test-of-Time Award

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NSDI awarded its 2015 Test-of-Time Award to our 2005 paper “Design and Implementation of a Routing Control Platform.” This work was an important step in Software Defined-Networking (SDN). Since then we’ve put the technology to work in AT&T Netbond and SDN has become a cornerstone for our current network transformation.


Innovation Showcase

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AT&T is mobilizing your world - so you can spend more time on the connections that matter.  We're creating the network of the future, built on software-defined network concepts.  Our vision is to deliver a flexible and more open platform that provides the next generation of communications services - think customized and instantaneous.  Check out the projects that are bringing this vision to life. #ATTShowcase


Omnichannel Analytics

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Calls, chat, emails and tweets. AT&T’s customer care team interacts with millions of customers everyday. And we are working to improve the customer experience with behind the scenes technology from AT&T Labs.

Our researchers developed a platform called omnichannel analytics. It looks across all customer care channels to study the customer journey. It helps our customer care team make smart, data-driven decisions in a matter of minutes, and even seconds. Using the platform we can provide more proactive responses to customers.


Software Defined Storage

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Every minute, new videos, pictures, phone calls and emails are born. Let that soak in for a second. Data is increasing even as you read this sentence. It is increasing faster than it used to. In fact, the world created 90% of its data in the past two years.

As the volume of data explodes, so does the cost of storing and maintaining it. As companies become more data driven, cost effective data management is critical to business success.

 

Mobile Call Recording

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Time is money. For the banking industry, it’s their business. Brokers need the flexibility to take orders while on the fly. Mobility is critical for banks and financial services organizations.

But it’s not as simple as taking an order. Regulations require verification for transactions like a stock trade. And sometimes an order comes in when brokers are not at their desk. That’s why financial companies need a way to record these transactions


Service Quality Management

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The Service Quality Management program at AT&T is improving the network experience for our customers. This program transforms how we manage our network.

Researchers at AT&T Labs work with our network engineers to learn about the experiences of our customers. They try to see the network the way customers see it.


Discover the Science Behind the Service - AT&T Labs

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Learn about the innovative projects that AT&T Labs are working on, including data, cloud, network, services and more. Learn how AT&T Labs provides the tools needed to create innovative technologies. 


We Are Hiring

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AT&T Labs Research is a premier industrial research facility. We are dedicated to solving real problems in networking, data mining, large-scale systems, and in speech, language, cloud computing and video processing and to designing and deploying innovative services. We explore fundamental research topics related to these goals.

Current research areas are listed on Our Research page


AT&T UC Federation Launch

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Imagine you need to contact a colleague in a different organization at a moment’s notice. You can’t IM them, because they use a different system, and you don’t know if they’re at their desk and available. It can be impossible to connect in real-time over disparate unified communication systems. But not anymore.

AT&T announced the availability of UC Federation. Business teams can now collaborate more easily by instant messaging and checking the online presence of colleagues across multiple networks.


AT&T and Interactions Agree to a Strategic Transaction

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In the pursuit of achieving a universally accurate, natural language interface that works seamlessly across devices, applications and systems, Interactions Corporation and AT&T announced an agreement to transfer ownership of the AT&T Watson℠ technology and research program in order to integrate and further drive development of a new generation of advanced speech and multi-modal services.


Alicia Abella discussed ongoing transition to telco cloud with RCR Wireless

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In an interview with RCR Wireless News at the IEEE GlobeCom show in Austin, Alicia Abella, AT&T’s AVP of the cloud technologies and services research organization, discussed AT&T’s ongoing transition to operating on a telco cloud platform.  Abella called the move to become a cloud-based enterprise a “big transformation” and a “complex undertaking.”


AT&T Hosts SDN Academic Summit

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AT&T Research recently hosted a joint AT&T / academic summit focused on Software Defined Networking (SDN). The summit aimed to expose the unique technical challenges that carriers face related to scale, complexity, operations and geographic scope, and to drive increased academic focus on these challenges and collaborations with AT&T.