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

Pay-as-you-go pricing

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

Adjustable volume

Scale your services quickly during call traffic peaks and valleys.

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 Solutions
Interaction Routing Solution

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.

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

Features and Specs

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