Lumen's global network now paired with
experience-orchestration capability from Genesys
DENVER, Dec. 7, 2022
/PRNewswire/ -- Contact centers are looking to transition quickly
from physical, on-premises solutions to cloud-based and hybrid
models. This helps them gain flexibility, data security,
functionality, and reduced costs, and it is why Lumen Technologies®
(NYSE: LUMN) today announced the launch of Lumen Solutions for
Contact Center – Genesys Cloud. The new service is the result of
Lumen's expanded partnership with Genesys®, the global cloud
leader in experience orchestration and one of the world's premier
contact center technology providers.
As a network partner and CCaaS provider,
Lumen's holistic contact-center solution is unique in the
marketplace.
For details, visit
https://lumen.com/en-us/communications/genesys-cloud
Speed Read:
- Lumen Solutions for Contact Center – Genesys Cloud is a Contact
Center as a Service (CCaaS).
- It enables a seamless move from legacy, capital-intensive
contact center services to a flexible, cloud-based or hybrid
solution that drives customer retention, increases productivity and
decreases costs.
- The service is an all-in-one contact center solution for
enterprise-grade and Public Sector-grade communications,
collaboration, and customer experience management.
- As a modern, API-first, experience-orchestration platform,
Genesys Cloud enables organizations to coordinate every customer
interaction and touchpoint with frictionless and connected
experiences for customers and employees.
-
- This is done through a full suite of omnichannel options,
built-in employee experience, turnkey AI and end-to-end journey
optimization.
- CCaaS is a framework that combines contact center hosting
principles and cloud-based contact center infrastructure.
-
- With CCaaS, organizations gain flexibility and agility, and
they can pay less for assets with peak- and low-demand loads.
"Moving from older contact center infrastructure to the latest
technologies is a major change for companies, but the massive
improvements to efficiency and effectiveness make it worth the
effort," said Craig Richter, senior
director of UC&C product management for Lumen. "Legacy
platforms are capital intensive, while newer cloud-based or hybrid
solutions are much more flexible and cost effective."
Richter continued, "Lumen is helping customers rapidly adapt
without investing capital or IT resources. We can do this because
we have more than 30 years in the contact center business, and we
leveraged that knowledge to inform our new suite of CCaaS
offerings. Additionally, as a network partner and CCaaS provider,
we offer a holistic solution that is unique in the marketplace.
This combination of expertise and capabilities is powerful, and
customers are leaning on us to build efficient, stable,
cost-effective contact center operations; create positive
experiences for their customers; and ultimately improve their
bottom line."
Tech Talk:
- Lumen Solutions for Contact Center – Genesys Cloud incorporates
advanced contact center functionality that handles every aspect of
customer interaction. This includes but is not limited to:
-
- Speech-enabled Interactive Voice Response (IVR)
- Automatic Call Distribution (ACD)
- Skills-based queuing and routing of interactions
- Recording and archival of all interaction types
- Sentiment analysis
- With real-time monitoring and supervision and insightful data
analytics from Genesys Cloud, companies can leverage artificial
intelligence to automate customer interactions through voice
(voicebots) or chat (chatbots).
- Lumen Solutions for Contact Center – Genesys Cloud is currently
available for enterprise customers. A FedRAMP-compliant solution
for the Public Sector will be available in the coming months.
"Our expanded partnership with Lumen will offer customers a way
to orchestrate end-to-end journeys," said Marc Donnelly, vice president of partner and
alliances at Genesys. "This solution enables them to listen to and
understand their customers and employees, predict actions, and
shape what comes next to drive meaningful business outcomes."
Lumen Solutions for Contact Center – Genesys Cloud comes at a
time when companies are more focused than ever on the customer
experience. "According to our research, customer engagement
technology will be hot in 2023, with 65.1% of companies planning to
increase their spending — more than any other area, including
security, professional services, WAN, or wireless," says
Robin Gareiss, CEO of Metrigy. "Many
companies are moving to cloud platforms to improve agility and to
better serve remote workers, and 37.8% use or plan to use service
providers such as Lumen for a variety of reasons, including solid
network performance/reliability, lower costs, security
capabilities, and bundled services. The Lumen/Genesys partnership
delivers the benefits of a cloud platform with the additional value
a network service provider brings."
Additional Resources:
- For more on Lumen Solutions for Contact Center – Genesys Cloud,
visit the website at
https://lumen.com/en-us/communications/genesys-cloud
- Read about all the contact center solutions that Lumen
offers.
- What is the carrier's role in CCaaS? Find out in this podcast
from Metrigy.
About Lumen Technologies and the
People of Lumen:
Lumen is guided by our belief that humanity is at its best when
technology advances the way we live and work. With approximately
400,000 route fiber miles and serving customers in more than 60
countries, we deliver the fastest, most secure platform for
applications and data to help businesses, government and
communities deliver amazing experiences. Learn more about the Lumen
network, edge cloud, security, communication and collaboration
solutions and our purpose to further human progress through
technology at news.lumen.com/home, LinkedIn:
/lumentechnologies, Twitter: @lumentechco, Facebook:
/lumentechnologies, Instagram: @lumentechnologies and YouTube:
/lumentechnologies. Lumen and Lumen Technologies are registered
trademarks in the United States.
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SOURCE Lumen Technologies