Unify omnichannel customer and agent interactions

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

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Unify omnichannel customer and agent interactions

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

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Overview

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 fits the unique needs of your company and your customers.

 

By: Lumen Technologies

Management Software: Genesys Cloud

Delivery Methods: Self-service via Genesys Cloud Portal and Control Centre

Overview

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 fits the unique needs of your company and your customers.

 

By: Lumen Technologies

Management Software: Genesys Cloud

Delivery Methods: Self-service via Genesys Cloud Portal and Control Centre

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Person in collared shirt and headset talks while working at a desktop PlayButton.

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

Lumen Benefits

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.

Enhanced customer and network visibility

  • Gain a thorough understanding of your customers’ needs as well as greater visibility into network performance, so you can quickly scale services during call peaks and valleys.

Lumen Benefits

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.

Enhanced customer and network visibility

  • Gain a thorough understanding of your customers’ needs as well as greater visibility into network performance, so you can quickly scale services during call peaks and valleys.

Specifications

Interactive Voice Response (IVR)

  • Caller authentication, voicebots and backend integration
  • Natural language understanding, speech recognition and emotion detection
  • Human-centred IVR design for fast, smart routing

 

Personalised Inbound Routing

  • Predictive and skills-based routing
  • Automatic call distribution (ACD) 
  • Callback scheduling and queue management

 

Reporting and Analytics

  • Real-time and historical dashboards
  • Custom KPI tracking: resolution rates, CSAT, agent performance 
  • Unified reporting across channels

Specifications

Interactive Voice Response (IVR)

  • Caller authentication, voicebots and backend integration
  • Natural language understanding, speech recognition and emotion detection
  • Human-centred IVR design for fast, smart routing

 

Personalised Inbound Routing

  • Predictive and skills-based routing
  • Automatic call distribution (ACD) 
  • Callback scheduling and queue management

 

Reporting and Analytics

  • Real-time and historical dashboards
  • Custom KPI tracking: resolution rates, CSAT, agent performance 
  • Unified reporting across channels

Features and Specifications

Features and Specifications

Genesys Cloud

Custom pricing

Contact us

Genesys Cloud

Custom pricing

Genesys Cloud for Public Sector

Custom pricing

Request quote

Genesys Cloud for Public Sector

Custom pricing

Best for

Enterprises seeking intuitive, always-on contact centre solutions for business

Organisations that require comprehensive, always-on contact centre solutions

FedRAMP accredited


Caller authentication



Immediate or delayed callback options



Natural language understanding



Automatic speech recognition



Sophisticated call-progress detection



Customer emotion detection



Interactive voice response

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Info Hover (Optional)



Segment and rank interactions

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Artificial intelligence

Automate customer interactions through voice or chat

Automate citizen interactions through voice or chat

Predictive routing



Automatic call distribution



Self-service options



Call flows

Leverage intelligent routing engines and leading call delivery tools

Leverage intelligent routing engines and leading call delivery tools

Real‑time analytics



Customisable dashboards



Performance monitoring

Service levels, call times, resolution rates, citizen satisfaction and agent performance

Service levels, call times, resolution rates, customer satisfaction and agent performance

Support and Service Options

Lumen offers multiple ways for you to get support for contact centre solutions. Contact our team to get the assistance and answers you are looking for.

Support and Service Options

Lumen offers multiple ways for you to get support for contact centre solutions. Contact our team to get the assistance and answers you are looking for.

Questions about your order:

Chat with an expert

 

Call a sales team member:

+91 9535 170 871

 

 

Request a Sales callback

 

 

Repair issues:

Create ticket or call 877‑453‑8353 (option 1, then 2, then 1)

Questions about your order:

Chat with an expert

 

Call a sales team member:

+91 9535 170 871

 

 

Request a Sales callback

 

 

Repair issues:

Create ticket or call 877‑453‑8353 (option 1, then 2, then 1)

FAQs

Lumen Solutions for Contact Centre – Genesys Cloud is an all-in-one cloud contact centre solution that offers enterprise-grade communications, collaboration and customer experience management.

It leverages AI for customer engagement, journey management and workforce management, providing contextual, connected and consistent experiences.

Key features include inbound and outbound voice, secure IVR, AI-powered engagement, analytics, reporting, workforce engagement management and open APIs for customisation.

It supports voice, digital interactions, callbacks, voice campaigns and more, enabling comprehensive customer engagement.

The Lumen network provides a cloud-based platform that enables swift deployment, optimising customer experience with high availability, scalability and enhanced security. This helps enhance customer satisfaction and operational efficiency.

Yes, it offers prebuilt integrations and an expansive marketplace for customisation, allowing it to fit seamlessly into existing workflows.

To find out more about Lumen Solutions for Contact Centre, you can contact our sales team for personalised assistance and further information.

Contact an expert 

Please complete the form below and one of our specialists will contact you within one working day.

Contact an expert 

Please complete the form below and one of our specialists will contact you within one working day.

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