Lumen Contact Centre solutions
Drive efficient, profitable customer interactions with a customised contact centre that helps minimise total cost of ownership, protect sensitive data and leverage AI.
Best for
Enterprises or organisations seeking intuitive, always-on contact centre solutions for business
Medium to large enterprises and organisations
FedRAMP accredited for Public Sector
In progress
Caller authentication
Immediate or delayed callback options
Natural language understanding
Automatic speech recognition
Sophisticated call-progress detection
Customer emotion detection
Segment and rank interactions
Info Hover (Optional)
Artificial intelligence
Automate customer interactions through voice or chat
Optimise a fast and frictionless AI-based caller experience through voice, chat, email, SMS, web, social and more
Predictive routing
Automatic call distribution
Self-service options
Call flows
Leverage intelligent routing engines and leading call delivery tools
Use context-driven IVR call flows that escalate callers to a live agent when needed
Real-time analytics
Customisable dashboards
Performance monitoring
Service levels, call times, resolution rates, customer satisfaction and agent performance
Searchable transcripts, sentiment analysis and automated interaction scoring
One unified interface to manage interactions
Virtual agent conversational flow design using a drag-and-drop tool
Support and service option
Customer Story
Resources
Not all products and services are available in all regions and countries; please contact a representative near you for details.
