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Lumen® Solutions for Contact Centre – Genesys Cloud

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

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A smiling man sitting at a desk talking on the phone through a headset while typing on a desktop computer keyboard. PlayButton

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

Benefits

Single Provider

Cloud’s-eye view of your contact centre

With Lumen as the network and cloud solutions provider, you get a thorough understanding of customers and how tools fit within your business framework.

Cloud’s-eye view of your contact centre

With Lumen as the network and cloud solutions provider, you get a thorough understanding of customers and how tools fit within your business framework.

Efficiency

Enhance network performance and reliability

Get visibility through our extensive network and get the ability to quickly scale your services during call traffic peaks and valleys

Enhance network performance and reliability

Get visibility through our extensive network and get the ability to quickly scale your services during call traffic peaks and valleys

Deal-Handshake

Simplify management with an experienced partner

A single vendor with 30+ years of contact centre success that brings contact centre solutions together across network, infrastructure, applications, hosting and services.

Simplify management with an experienced partner

A single vendor with 30+ years of contact centre success that brings contact centre solutions together across network, infrastructure, applications, hosting and services.

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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

Contact a Cloud Contact Centre specialist

Get free expert advice on how to architect your Cloud Contact Centre solution based on your workloads.

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