CHAPTER 07

Evolve your contact center and create amazing customer experiences

It can be challenging to maintain the balance between efficiency and effectiveness in a rapidly changing marketplace. By transitioning to a cloud-based or hybrid communications solution, you can quickly adapt your contact center without investing capital or IT resources and measurably improve customer experience.

Your contact center in action


Lumen provides a highly scalable and reliable contact center platform, tightly integrated with our global network.

Voice Clarity Measurement and Enhancement (VCME)

Lumen Contact Center Solutions help deliver an improved customer experience through call quality enhancement tools and Prosodic scoring.

Customer Experience Analytics

Our cloud-based reporting solution aggregates agent-based scoring of interactions, which business leader can use to drive best practices. Customer experience analytics include real-time notifications for agent advising and provide an objective measurement of customer satisfaction.

Security

Real-time authentication and fraud prevention: Allows contact centers to detect threats during the ring cycle and helps protect sensitive customer information. PCI/HIPAA annual audits: Third-party assessors validate compliance with controls applicable to Lumen services that are designed to protect sensitive customer information.

Expert consultants

Our seasoned contact center consultants help you develop and improve your contact center—including capturing the current state; documenting and prioritizing your business and technology requirements; and developing future state views with ROI and an actionable roadmap.

Cloud-Based Applications

Enhance customer interactions while minimizing costs with our easy-to-manage cloud-based applications, including a full hosted ACD/IVR/omnichannel platform.

Chapter Options

Chapter 1   Chapter 2 . Chapter 3 Chapter 1   Chapter 2 . Chapter 3 Chapter 1   Chapter 2 . Chapter 3

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