Internet Access: Sykes Enterprises Teams With AT&T Labs To Test New Call Center Technology. Internet Link Offers New Features & Benefits - Company Business and Marketing

EDGE, On & About AT&T, Jan 18, 1999

Sykes Enterprises, Incorporated ("Sykes"), a world leader in providing integrated business services to the information technology industry, and AT&T Labs today jointly announced a trial of an innovative new call center technology called Wide-area Internet Sales Link or WISL service. Sykes will be able to create a virtual call center that enables technicians and supervisors to perform the routine office functions from a remote location using WISL service.

AT&T's network automatically routes calls between the call center and a remote worker's location, while an Internet link forwards customer data and performs call controls, such as transfers, screen pops and conferences. "What is so intriguing and potentially valuable to us is the extreme flexibility this technology could provide in leveraging our resources on behalf of our clients worldwide," stated Sykes Chairman and Chief Executive Officer John H. Sykes. "Unlike current PBX extender-card technology, WISL service is a cost-saving alternative that will eliminate expenses for leased lines, modems, and equipment. WISL service will provide Sykes with real-time flexibility to add employees, or even an entire call center, from any location to meet shifting call patterns. "By no means are we deviating from our rural American call center strategy nor are we diversifying this important area of our business into cottage labor alternatives. Instead, we believe this technology will allow us a greater ability to provide disaster recovery services for our clients, ramp up new contracts and growth from current clients more quickly and allow an elasticity currently not present in our traditional call center model," Sykes added. "We're launching a field trial of WISL service through Sykes' network of international call centers," said Richard T. Roca, vice president of AT&T Labs. "This technology is not an AT&T service at this time but it is being evaluated for future applications." WISL service uses a Java application running on an Internet browser that emulates the features of a call center phone. The trial architecture does not use voice over IP (Internet Protocol) technology for remote access currently. Instead, it utilizes two standard telephone lines -- one connects to a voice response platform in the AT&T network and the other line connects to the Internet. No special software is needed. Security is already built into the WISL service by AT&T Labs. Eventually, WISL service will provide voice and data connectivity between telephone and IP networks. Sykes is an information technology company that provides a full complement of outsourcing services to companies worldwide. With more than 8,700 employees, Sykes provides information support services at all stages in the life cycle of its clients' products and services from initial development to documentation and localization to customer product services and end-user support. Sykes, based in Tampa, currently operates 12 domestic technical call centers, with two domestic centers currently under construction, three Canadian facilities, 12 international centers and 21 offices throughout the U.S., Europe, Africa and The Philippines. SHPS, Inc., a wholly-owned subsidiary based in Louisville, KY, provides on-line clinical managed care services, medical protocol products and employee benefit administration and support services. FMI: http://www.sykes.com. AT&T Labs, the research and development unit of AT&T, is working to create the information services and communications network of the 21st century. AT&T Labs is a leader developing technologies and standards for audio, speech, video and image processing; electronic commerce and digital copyright management; search and directory services; network architecture, design, engineering and operations; and other technology areas critical to the advancement of new and existing telecommunications and Internet services. AT&T Labs' Web site is http://www.att.com/attlabs/