By Heather McLean, 16 January 2002 15:20
NEWS AT&T has signed a $2.6bn deal with professional services consultancy Accenture to improve the telco's customer care and sales over the next five years. AT&T's long distance call customers are depressing the company's revenues as they increasingly use mobile phones and email to communicate. The consumer division of AT&T is economising its operations and attempting to use web tools to provide its customer call centres with better information on individual callers. Accenture is to concentrate on AT&T's customer service department's technology and procedures while AT&T will design new products. Of AT&T's 13,000 employees, 4,300 will work on the project headed by the company's sales and customer care unit VP, Bill Stake. AT&T is now cut into four separately trading businesses: AT&T Wireless was spun off in 2001, AT&T Broadband plans to merge with its competitor Comcast, leaving AT&T Business Services and AT&T Consumer.
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