Lumen Adds Talkdesk to Its Portfolio of Cloud-Based Solutions for Contact Centers

Lumen Technologies has added Talkdesk to its portfolio of CCaaS solutions, providing customers with more options to choose from. This partnership enables Lumen customers to leverage Talkdesk's CCaaS capabilities and move towards a more cloud-based approach for their contact centers

By adding Talkdesk to its list of CCaaS solutions, Lumen is offering its customers access to Talkdesk's complete suite of cloud-based contact center solutions. This includes Talkdesk CX Cloud, which is Talkdesk's primary solution, as well as Talkdesk Industry Experience Clouds, purpose-built customer experience solutions that streamline crucial customer service processes for organizations across sectors like retail, finance, and healthcare.

"When UCaaS, CCaaS, and networking solutions are offered through a single provider, businesses can improve usability, efficiency, and flexibility, and they can consolidate billing and lower costs. Every customer has unique needs. We lean on our 30+ years of experience in the contact center business to guide them through the planning, implementation, and management of the solutions that ensure the best possible experience for their customers," said Craig Richter, Senior Director of CCaaS product Management, Lumen.

Lumen Solutions for Contact Center  - Talkdesk

Lumen customers to access the CCaaS solution that offers greater geographical coverage, scale, backbone resiliency, and redundancy. Moreover, the offering includes advanced security capabilities such as real-time authentication and fraud prevention.

Leveraging Talkdesk's solution allows customers to utilize the platform's built-in AI capabilities, which can be seamlessly integrated with third-party AI solutions like Amazon Lex and ChatGPT.

In addition, users are equipped with development tools that enable them to quickly deploy and customize advanced contact center solutions to meet changing customer demands.

"We're looking forward to building on the strong relationship between Talkdesk and Lumen. As a tier 1 network provider partner in North America, Lumen brings tremendous value through its network capabilities and extensive reach in the marketplace. Our combined strengths make us well positioned to meet the increasing demand for customer experience technology solutions and drive continued business growth," says Chad Haydar, Vice President of Channel and Alliances, Talkdesk.

Since Talkdesk is a cloud-based platform, users can manage, develop, and engage their agents, regardless of location, allowing them to quickly obtain answers to inquiries 24/7. The solution also provides over 60 integrations with leading CX systems.

Lumen customers can utilize contact center technology with Talkdesk AI and a suite of enterprise-level CX applications. These applications encompass everything from customer self-service and omnichannel engagement to workforce engagement, employee collaboration, and customer experience analytics, enabling Lumen customers to align and promote CX-driven behaviors throughout their organization.

At the end of last year, Lumen launched Lumen Solutions for Contact Center - Genesys Cloud, expanding its partnership with Genesys.