Liberty Corner, NJ – Concurrent Technologies Corp. (Concurrent), a leading e-business solution provider, designed and developed an application that allows AT&T to markedly improve its customer service. The solution, "Pulse of the Work Center," leverages both Web Services and Scalar Vector Graphics (SVG) technology. Concurrent’s solution is critical for AT&T as it manages large call volumes, tracks a wide variety of customer inquires and responds to real-time call activities.

Web services, self-contained modular applications appended to existing programs, represent the next shift in technology's ability to improve efficiencies. Run across the Internet, Web services let managers easily and quickly integrate data from disparate legacy systems, analyze the information and use the knowledge. SVG capabilities help staff visualize critical data necessary to manage resources across operations and improve customer satisfaction.

Concurrent consolidated data from multiple AT&T call centers. Data streams were synchronized from three locations, helping managers address call distribution bottleneck problems. Graphic representations of data and fully compiled information helped elimate manual data extractions.

According to Concurrent’s CEO, Michael Shirzad, "highly analyzed, SVG representation of call center data helped AT&T accurately assign agents to products or accounts based on incoming calls. Before, it would take several days to consolidate data from inbound calls, match it to average call times and problems and then reassign employees to meet the workflow. Now, information is collected and presented in minutes."

Concurrent's advanced solution makes the AT&T call center a model of efficiency as data from multiple sources is collected and presented in bar charts, pie charts and other visual reports.

"Giving a company easy access to its own data is an extraordinary step by itself," said Michael Shirzad. "We enable our clients to go further by adding the ability to display graphs and charts in the XML-based SVG format. They instantly visualize data so they can use it as knowledge."

Contact: Marketing Dept. at 908.604.6100 or email: Press@ConcurrentTechnologies.com.