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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

Pay-as-you-go pricing

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

Efficiency

Adjustable volume

Scale your services quickly during call traffic peaks and valleys.

Deal-Handshake

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.

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

Resources

Contact a Cloud Contact Center specialist

Get free expert advice on how to architect your Cloud Contact Center solution based on your workloads.