Name: Lumen Contact Center
Rating: 10 (1 reviews)
Author: Lumen Technologies (formerly CenturyLink)

Customer Training

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Batch Management Software

Cross-Browser Testing

Functional Testing

Mobile App Development

PHP Frameworks

Product Analytics

Virtual Reality

Development

Learning Management

Online Proctoring Software

Education

Business Intelligence (BI)

Collaboration

Data Extraction

Emissions Management

Intellectual Property (IP) Management

Privacy Policy Generators

Enterprise

Accounting

Crypto Tax

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Compliance

HR Management

Payroll

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Cloud Storage

Consulting and Advisory Services

DevOps

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Integration Platform as a Service (iPaaS)

IoT Device Management

Mobile Identity

Network Performance Monitoring

Sensitive Data Discovery

Software Composition Analysis (SCA)

Storage as a Service (STaaS)

Time Series Databases

User Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Product Configuration

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Access Service Edge (SASE)

Secure Service Edge (SSE)

Security

Church Management

Construction Workforce Management

Financial Services CRM

Fleet Management

Geographic Information

Intelligent Document Processing

Internet of Medical Things

Vertical-Specific

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Slow Performance: Some users have experienced delays in tasks due to the software's occasional slowness, which can impact their productivity and cause frustration. For instance, when generating reports or loading large datasets, the system response time can be noticeably slow.

Reporting Limitations: Reviewers frequently mention that the reporting features of the software are in need of improvement. This limitation hampers their ability to extract and analyze data effectively, hindering decision-making processes. Users have reported challenges in customizing reports and lack of flexibility in displaying specific metrics or visualizations.

Integration Challenges: Several customers have expressed that integrating the software with existing systems or applications, such as CRM platforms, may require additional effort or customization. This can lead to compatibility issues and difficulties with data syncing, causing potential disruptions in workflows. Customers have encountered problems with mapping fields between different systems and ensuring consistent data transfer during integration efforts.

Lumen Contact Center is a contact center platform designed to enhance customer experience, reduce costs, and protect sensitive customer information. According to the vendor, it caters to businesses of various sizes, including small enterprises and large corporations. Professions and industries such as customer support, sales and marketing, financial services, healthcare, and retail are said to benefit from the capabilities of Lumen Contact Center.

## Key Features

**Cloud-based Solutions**: According to the vendor, Lumen Contact Center offers cloud-based solutions that allow businesses to avoid upfront costs and leverage innovative pricing models. It is claimed to provide reduced total cost of ownership and the flexibility to scale contact center operations as needed.

**Call Optimization Tools**: The vendor claims that Lumen Contact Center provides call optimization tools to drive efficient and profitable customer interactions. These tools are said to enhance the customer experience by improving call quality, reducing wait times, and increasing first-call resolution rates.

**Real-time Authentication and Fraud Prevention**: Lumen Contact Center includes features to protect sensitive customer information by detecting threats in real-time. According to the vendor, real-time authentication and fraud prevention capabilities safeguard customer data and prevent fraudulent activities, ensuring compliance with data protection regulations.

**Customizable Contact Center Offerings**: The vendor states that Lumen Contact Center offers a flexible approach, allowing businesses to customize their contact center offerings to meet their current needs. It is claimed to enable optimization of contact center strategies and alignment with customer experience trajectories.

**Genesys Cloud Contact Center Integration**: Lumen Contact Center integrates with Genesys Cloud Contact Center, providing a comprehensive solution to meet customer demands. According to the vendor, leveraging the capabilities of Genesys Cloud Contact Center enhances customer experience, minimizes upfront investment, and ensures the security of customer information.

Lumen Contact Center has proven to be a game-changer for businesses looking to streamline their customer interactions and enhance overall customer service. Users have consistently praised the centralized platform for its ability to effectively manage customer interactions, resulting in improved customer satisfaction. With features like analytics and reporting, businesses are able to identify areas of improvement and optimize their operations, leading to higher levels of efficiency and productivity.

One of the standout features of Lumen Contact Center is its ability to seamlessly handle customer interactions across multiple channels. Users have reported that the software enables them to provide consistent and efficient customer service through voice calls, email, webchat, and social media. This has resulted in a more reliable and streamlined approach, ensuring that customers receive a high-quality experience regardless of the channel they choose.

The agility provided by Lumen Contact Center is also highly appreciated by users. The software allows businesses to make quick queue and call traffic modifications, ensuring that agents are always prepared to deliver exceptional customer experiences. This flexibility has allowed businesses to adapt to changing needs and unpredictable spikes in call volume with ease.

Additionally, Lumen Contact Center has proven to be a valuable solution for businesses going through transitions in their telecommunications providers. Users have successfully migrated their business VOiP from other phone providers to Lumen Contact Center, as well as vice versa, experiencing seamless handling of returns and problem-solving.

Overall, Lumen Contact Center addresses key business problems by providing a centralized platform for managing customer interactions, improving service quality through analytics and reporting, streamlining multichannel communication, offering agility in call traffic management, and facilitating smooth transitions between telecommunications providers.

Lumen Contact Center (formerly CenturyLink Contact Center) is a blended inbound / outbound configurable call center software solution.

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Lumen Contact Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice, wireless and managed services to consumers and businesses across the country. It also offers advanced entertainment services under the CenturyLink® Prism™ TV and DIRECTV® brands. In addition, the company provides data, voice and managed services to enterprise, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink’s customers range from Fortune 500 companies in some of the country’s largest cities to families living in rural America. Headquartered in Monroe, La., CenturyLink is an S&amp;P 500 company and is included among the Fortune 500 list of America’s largest corporations. For more information, visit www.centurylink.com.

Lumen Technologies (formerly CenturyLink)

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Lumen Contact Center
Formerly CenturyLink Contact Center Services

Overview

What is Lumen Contact Center?