Activate a powerful cloud contact centre that unifies customer and agent interactions across channels and delivers a dynamic, personalised digital experience with real time engagement.
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 companies’ specific needs
Learn more about Lumen Solutions for Contact Centre – Genesys Cloud (1:45)
Benefits
Features and Specifications
- Unify customer and agent experiences across various channels
- Caller authentication allows for a seamless, personalised experience
- Efficiently resolve problems by connecting voicebots, reusable modules and back-end systems
- Schedule immediate or delayed callback options so that callers can keep their positions in the queue with an offline hold
- Next-gen features include natural language understanding and automatic speech recognition, sophisticated call-progress detection, real-time analytics and customer emotion detection
- IVR design employing human factor expertise against the technologies detailed above, Lumen can increase self-service rates, reduce time in the IVR and ensure calls attach the perfect data to arrive at the perfect target on the first delivery
- Segment and rank interactions based off pre-determined business priorities
- Leverage AI to automate customer interactions through voice or chat
- Predictive routing analyses real-time data to anticipate outcomes and quickly match customers to a qualified agent
- Lower average handle times and operational costs with automatic call distribution (ACD)
- Optimise your routing process to meet important contact centre KPIs
- Ease your agent’s workload by offering a variety of self-service options
- Our Design Engineers employ the latest capabilities of Genesys Cloud to design call flows that leverage the cutting edge of intelligent routing engines and industry leading call delivery tools
- Use real-time dashboards to get clear, actionable data across channels and resources
- Personalise dashboards to meet your companies’ unique needs
- Preserve historical information across your call centre with a comparative context and understanding
- Track and analyse service levels, call times, resolution rates, customer satisfaction, and agent performance
- Monitor agent performance to help improve employee efficiency and offer personalised training
- Connect real-time and historical data to produce customised, consistent reporting
Resources
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