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CLOUD CONTACT CENTRE

Activate an intelligent, cloud-based contact centre to power next-level customer experiences while minimising costs.

Stay agile with an easy-to-manage contact centre

With dedicated solutions to match your business needs, Cloud Contact Centre can help you seamlessly move from legacy, capital-intensive contact centre services to a more flexible cloud-based or hybrid solution that drives customer retention and increases revenue.

Business man sitting at a desk while talking on the phone

Benefits

Single Provider

Cloud’s-eye view

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

Adjustable volume

Scale your services quickly during call traffic peaks and valleys because we own the network.

Deal-Handshake

An experienced partner

Simplify management through a single vendor with 30+ years of contact centre success.

Dedicated solutions to match your business needs

Deliver personalised support with intuitive self-service options and single call resolution.

Optimise contact centre KPIs by using historical and real-time data for routing processes.

Solve business problems by presenting actionable data in contact centre native formats.

Illustration of a laptop screen with a globe icon on it and three lines connecting a phone, headset and building icon

Features and Specifications

  • Caller authentication allows for a seamless, personalised experience with quicker resolutions
  • Efficiently resolve problems by connecting voicebots, reusable modules and back-end systems
  • Ease your agent’s workload by offering a variety of self-service options
  • 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
  • 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
  • Schedule immediate or delayed callback options so that callers can keep their positions in the queue with an offline hold
  • 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
  • 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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