Telecom
Leading telecommunications companies, such as AT&T, have turned to the Google Search Appliance to provide instant, secure access to all enterprise information. The Google Search Appliance is an integrated hardware and software product that uses Google's powerful search engine technology to bring universal search to your business.


How you'll benefit
  • Increase productivity - According to research from IDC and Accenture, knowledge workers spend more than 25% of their time searching for information, often unsuccessfully. With Google's universal search, your engineers and other employees can find what they're looking for in less time, so you can increase your productivity and pace of innovation.

  • Manage global collaboration of engineers - Whether they're working from company headquarters or a remote station, your engineers can quickly access product documentation, engineering specifications, launch plans and millions of other documents from all over the world. And our "expert search" feature lets your employees instantly find an expert within the company on any given topic.

  • Enhance customer service - As a telecommunications service provider, providing quality customer service at your contact centers entails your customer service representatives' finding the right information quickly. In this case, the Google Search Appliance can index all of your internal information specifically for contact center representatives, and dramatically increase the speed at which they find information, thereby reducing average handling time and enhancing customer service.

Customer Impact

AT&T - In order to manage their internal information, AT&T first developed a home grown search system. However, the system was extremely complex, and very few end-users actually used it. The user interface was entangled with search results, the features were too complicated, and administration became cumbersome and unfocused. To get a fresh start, AT&T installed multiple instances of the Google Search Appliance, addressing enterprise-wide documentation. The results and impact were immediate:
  • Total cost of ownership was dramatically lower
  • 100% uptime from day one
  • Useful, usable, aesthetically pleasing
  • Content, behavior, and presentation are separate
  • Search provisioning takes minutes, not weeks
  • Complaints turned into compliments



Nextel - Nextel's telesales and web sales order support staff handle thousands of calls each day encompassing technical support and sales. Customers call to get help with phone setup, account changes, service changes, technical issues and order status, as well as upgrades and accessory sales. "The calls put us on the front lines," says Peter Taddeo, Senior Vice President of Marketing for Nextel. "It's paramount to have excellent customer service."

For the full case study, click here.