Lumen Launches a Solution for Genesys Cloud

Telecommunications and contact center solutions company Lumen Technologies has launched Lumen Solutions for Contact Center - Genesys Cloud, thus expanding its partnership with Genesys. The solution is said to drive customer retention, decrease costs and boost productivity.

"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. Legacy platforms are capital intensive, while newer cloud-based or hybrid solutions are much more flexible and cost-effective," said Craig Richter, Senior Director of UC&C Product Management, Lumen.

Most contact centers are transitioning to cloud-based and hybrid work models to reduce costs, gain flexibility and improve data security.

"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," continued Richter.

 Lumen Solutions for Contact Center – Genesys Cloud 

Lumen Solutions for Contact Center – Genesys Cloud is a Contact Center as a Service (CCaaS) solution that provides companies with features and technologies that may deliver enhanced customer experience and flexibility to manage businesses more effectively. The platform enables customers to seamlessly move from legacy, capital-intensive contact center services to flexible, cloud-based, or hybrid solutions.

The solution offers features that deal with the entire customer journey, some of them being:

  • 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.

Genesys Cloud enables real-time monitoring and supervision, as well as insightful data analytics, providing companies with artificial intelligence capabilities to automate customer interactions through voice or chat.

Lumen Solutions for Contact Center – Genesys Cloud is currently available for enterprise customers, while 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. 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," said Marc Donnelly, Vice President of Partner and Alliances at Genesys.