Best for
Enterprises or organizations seeking intuitive, always-on contact center solutions for business
Medium to large enterprises and organizations
Medium to large enterprises and organizations
FedRAMP accredited for Public Sector
In progress
Caller authentication
Immediate or delayed callback options
Natural language understanding
Automatic speech recognition
Sophisticated call-progress detection
Customer emotion detection
Segment and rank interactions
Info Hover (Optional)
Artificial intelligence
Automate customer interactions through voice or chat
Optimize a fast and frictionless AI-based caller experience through voice, chat, email, SMS, web, social and more
Proprietary network journey data and metadata to optimize agentic AI
Predictive routing
Automatic call distribution
Self-service options
Call flows
Leverage intelligent routing engines and leading call delivery tools
Utilize context-driven IVR call flows that escalate callers to a live agent when needed
Leverage intelligent routing engines and leading call delivery tools
Real-time analytics
Customizable dashboards
Performance monitoring
Service levels, call times, resolution rates, customer satisfaction and agent performance
Searchable transcripts, sentiment analysis and automated interaction scoring
One unified interface to manage interactions
Virtual agent conversational flow design using a drag-and-drop tool
Customer stories
FAQs
Genesys Cloud provides features such as Interactive Voice Response (IVR), customer self-service, workforce engagement, AI, recording, omnichannel support, drag-and-drop flow builder, reporting and analytics, and integrations with apps.
Talkdesk offers proactive outbound engagement, call forwarding, AI, recording, STIR/SHAKEN compliance, sentiment analysis, real-time sensors, automations, dashboards, and omnichannel routing.
Our consulting services include: strategy and evolution, transformation planning, cloud evolution strategy and transformation, technology integration analysis, business continuity and disaster recovery planning, workflow optimization (multi-system), and application development and systems integrations.
Lumen Contact Center Intelligence offers a comprehensive suite of cloud-based and network-integrated features such as origination and transport of toll-free and local numbers, network recording, control and reporting, Prosodica call scoring, security services and authentication, network queuing, network-based IVR, voice clarity measurement and enhancement, CX tools, and in-app non-PSTN calling.
Contact us to complete a business needs assessment and receive a tailored deployment plan, onboarding support and training.
Resources
Not all products and services are available in all regions and countries; please contact a representative near you for details.
