CONTACT CENTER SOLUTIONS

Build an AI-ready contact center solution

Keep your business agile and competitive with a comprehensive, cloud-based contact center solution.

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CONTACT CENTER SOLUTIONS

Build an AI-ready contact center solution

Keep your business agile and competitive with a comprehensive, cloud-based contact center solution.

Enhance your customer lifecycle journey

Drive efficient, profitable customer interactions with a customized contact center solution that helps minimize total cost of ownership, protect sensitive data and leverage AI. Lumen provides advanced network-based applications, scalable cloud offerings and expert consulting to deliver a holistic solution that enhances experiences and helps boost performance across contact centers.

Enhance your customer lifecycle journey

Three people with headsets sit and work while another person stands between two of them.

30+ years

in the contact center business

30+ years

in the contact center business

Direct access to 2,200+

public and private data centers

Direct access to 2,200+

public and private data centers

Over 1,000

successful integrations

Over 1,000

successful integrations

Why Lumen?

Two call center workers wearing headsets sit at their computers while a person standing next to them points at something on the screen.

Fully managed by an experienced partner

Combine contact center solutions across your network, infrastructure, applications, hosting and services using a single vendor with 30+ years of experience.

Fully managed by an experienced partner

Combine contact center solutions across your network, infrastructure, applications, hosting and services using a single vendor with 30+ years of experience.

A person wearing a headset works on a tablet while another person works in the background in a bright office.

Enhanced customer and network visibility

Gain a thorough understanding of your customers’ needs as well as greater visibility into network performance so you can quickly scale services during call peaks and valleys.

Enhanced customer and network visibility

Gain a thorough understanding of your customers’ needs as well as greater visibility into network performance so you can quickly scale services during call peaks and valleys.

Features and Specs

Lumen® Solutions for Contact Center – Genesys Cloud

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Lumen® Solutions for Contact Center – Genesys Cloud

Lumen® Solutions for Contact Center – Talkdesk

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Lumen® Solutions for Contact Center – Talkdesk

Network Services & Applications

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Network Services & Applications

Best for

Enterprises or organizations seeking intuitive, always-on contact center solutions for business

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

Support and service options

Implementation Services

Use certified cloud and network project managers to successfully execute a cloud and network implementation plan.

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Implementation Services

Use certified cloud and network project managers to successfully execute a cloud and network implementation plan.

Customer stories

SYNQ3

Scalability and innovation create convenience in the restaurant industry

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SYNQ3

Scalability and innovation create convenience in the restaurant industry

FAQs

Lumen offers robust contact center solutions consisting of key network-based applications, cloud-based offerings and expert consulting services to improve customer interactions and drive efficiency.

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.

Our network services include: 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.