CLOUD CONTACT CENTER

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.

Business man sitting at a desk while talking on the phone

Benefits

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.

Adjustable volume

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

An experienced partner

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

Dedicated solutions to match your business needs

Interactive Voice Response
Personalized Inbound Routing
Reporting and Analytics

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

Optimize contact center KPI’s by utilizing historical and real-time data for routing processes.

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

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

Features and Specs

Caller authentication allows for a seamless, personalized 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 predetermined business priorities
Predictive routing analyzes 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)
Optimize your routing process to meet important contact center KPI’s
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

Utilize real-time dashboards to get clear, actionable data across channels and resources
Personalize dashboards to meet your companies’ unique needs
Preserve historical information across your call center with a comparative context and understanding
Track and analyze service levels, call times, resolution rates, customer satisfaction, and agent performance
Connect real-time and historical data to produce customized, consistent reporting

CLOUD CONTACT CENTER