Case Study: AT&T Boosts Wireless Market Share with Unity Communications

AT&T - Customer Case Study

AT&T faced growing challenges in sustaining its U.S. call center workforce, including high turnover, rising labor costs, and questions about the long-term viability of its support model. To address these issues, AT&T partnered with Unity Communications to strengthen business wireless support through its Alliance Channel, with 24/7 service and geo-redundancy.

Unity Communications helped AT&T build and expand outsourced contact center operations for business customers, improving efficiency and lowering operational strain. In the first year, Unity Communications contributed to a 4% increase in AT&T’s wireless market share in Arizona, helping raise local share to 15%, and the program later expanded into 7 additional AT&T markets.

AT&T