FAN Search Tool (FaST)
OPUS
Expresspay
SOA
Metcalf
MST
myAT&T Zone
TORCH
E.N.D.
Apple Support Tool
Syniverse
Telegence
Geolink
Customer Service Summary (CSS)
TS&R
Clarify
MyCSP
Customer Snapshot
Device Support
Agent Verification Tool
Summary of customer's service generated by customer care when changes are made to the account (i.e. adding/deleting features or changing rate plan)
Used to assist customer with their online account or through the myatt app
Sales tool that provides quick access to info about products, services and rate calculators.
Used to verify callers, note accounts, create cases as well as access various tools.
Billing System used to manage accounts
Tool used to resolve device and service/network issues - automatically identify and fix some issues directly within the workflow.
Primary resource for policy & procedures
Used to verify an agent or COR rep
Used to view the customer’s account at a glance as well as view previous interactions (within last 30 days) regardless of channel
View coverage, cell towers, outages, store and payment locations
Tool used to correct a LRN mismatch
Provides helpful information in troubleshooting inter-carrier text messages.
Used to look up FANs and research contract information (i.e. discounts, waivers) for CRU/IRU customers
A customer-facing self-service tool that provides guided instructions for using the most popular features of phones, tablets, and wearables sold by AT&T.
Ability to make payments, setup autopay &payment arrangements, research payments,etc.
Tool used to provide the status of major network outage notifications
Used to troubleshoot various issues with the network (i.e. voice, data, messaging)
Tool that handles the routing, messaging protocol and reformatting necessary to complete delivery between wireless carrier networks. Also looks for mobile to mobile errors between AT&T and other domestic carriers.
Tool used to run specific diagnostic tests when troubleshooting Apple devices
Used to create orders for equipment and SIMs for customers as well as make changes to rate plans, features and viewing bills.
