Activate a powerful cloud contact center that unifies customer and agent interactions across channels and delivers a dynamic, personalized digital experience with real time engagement.
Stay agile with an easy-to-manage contact center
Lumen Solutions for Contact Center – Genesys Cloud delivers enhanced customer experiences while providing you the flexibility to manage your business more effectively through scalable technology. Cultivate a contact center that best fits your companies’ specific needs
Learn more about Lumen Solutions for Contact Center – Genesys Cloud (1:45)
Benefits
Features and Specs
- Unify customer and agent experiences across various channels
- Caller authentication allows for a seamless, personalized experience
- Efficiently resolve problems by connecting voicebots, reusable modules and back-end systems
- Schedule immediate or delayed callback options so that callers can keep their positions in the queue with an offline hold
- 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
- Leverage AI to automate customer interactions through voice or chat
- 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
- Ease your agent’s workload by offering a variety of self-service options
- 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
- Monitor agent performance to help improve employee efficiency and offer personalized training
- Connect real-time and historical data to produce customized, consistent reporting
Resources
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