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CLOUD CONTACT CENTRE

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

Stay agile with an easy-to-manage contact center

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

Benefits

Pay-as-you-go pricing

Pay-as-you-go pricing

Avoid large capital outlays and buy only the services you need.

Adjustable volume

Adjustable volume

Scale your services quickly during call traffic peaks and valleys.

An experienced partner

An experienced partner

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

Dedicated solutions to match your business needs

Accelerate customer self-service and routing with user-friendly interactions.

 

  • Hosted Interactive Voice Response
  • EZ Route

Streamline omnichannel customer interactions, improve outbound sales campaigns and support dispersed agents with a single, cloud-based solution.

Features and Specifications

  • Carrier-grade network and a fully redundant platform
  • Touch-tone or multilingual speech-recognition caller interfaces
  • Integration with standard databases, customer relationship management (CRM) systems, and 42 types of private branch exchange systems
  • Intelligent calling and queueing
  • Ready-to-use apps for customer self-service, including locator, financial status, account updates and pin resets
  • Enhanced reporting capabilities
  • Application server placement within the Lumen Cloud, in your environment or in a third-party environment
  • 24/7/365 contact center support

  • Universal queuing and skills-based routing to agents virtually anywhere
  • CTI and agent screen pops with integration to many popular CRM tools
  • Centralized administration, management and reporting
  • Omni-channel transactions
  • Time Division Multiplexing (TDM) or voice over IP (VoIP)
  • Quality management with screen capture
  • 24/7/365 monitoring to help ensure dependability and performance
  • Blended interactions across agent groups

  • Web-based, graphical user interface to build user menus and routing schemes
  • Pricing based on number of calls made
  • Virtually unlimited availability of ports to provide callers with access during peak calling periods
  • Touch-tone and speech-recognition menus
  • Routing based on caller menu choices, schedule, geography, automatic number identification, dialed number identification service info and percent allocation
  • Busy-ring-no-answer overflow, messages and customizable hold music
  • Go to node and integration with Hosted IVR

Resources

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