GENESYS CLOUD

Unify omnichannel customer and agent interactions

A flexible, all-in-one cloud contact centre solution for exceptional, real-time customer experiences.

Stay agile with an easy-to-manage contact centre

Lumen® Solutions for Contact Centre – Genesys Cloud delivers enhanced customer experiences while providing you the flexibility to manage your business more effectively through scalable technology. Cultivate a contact centre that best fits your company’s specific needs.

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Contact centre agent wearing a headset and sitting at a computer with other agents in the background

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Learn more about Lumen Solutions for Contact Centre – Genesys Cloud (1:45)

Why Lumen?

Two call centre workers wearing headsets sit at their computers while a person standing next to them points at something on the screen

Fully managed by an experienced partner

Combine contact centre solutions across your network, infrastructure, apps, hosting and services using a single vendor with over 30 years of experience.

Fully managed by an experienced partner

Combine contact centre solutions across your network, infrastructure, apps, hosting and services using a single vendor with over 30 years of experience.

Genesys Cloud network visibility dashboard displaying call and network performance data

Enhanced customer and network visibility

Get a thorough understanding of customer needs as well as greater visibility into network performance, so you can quickly scale services during call peaks and valleys

Enhanced customer and network visibility

Get a thorough understanding of customer needs as well as greater visibility into network performance, so you can quickly scale services during call peaks and valleys

Features and Specifications

Genesys Cloud

Custom Pricing

Genesys Cloud

Custom Pricing


Caller authentication
Immediate or delayed callback options
Natural language understanding
Automatic speech recognition
Sophisticated call-progress detection
Customer emotion detection
Interactive voice response
Segment and rank interactions
Artificial intelligence	Automate customer interactions through voice or chat
Predictive routing
Automatic call distribution
Self-service options
Call flows	Leverage intelligent routing engines and leading call delivery tools
Real-time analytics
Customisable dashboards
Performance monitoring	Service levels, call times, resolution rates, customer satisfaction and agent performance