For example, customer satisfaction increases 3x more with a carrier integration than with a platform provider. 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.'Īccording to Metrigy's Customer Experience Transformation 2022-23 global study, those who use a service provider such as Lumen for their UCaaS/CCaaS integration see compelling improvements in business metrics. '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,' said Craig Richter, Lumen's senior director of CCaaS product management.

This includes the company's flagship solution – Talkdesk CX Cloud™ – and Talkdesk Industry Experience Clouds™, an automation-first customer experience solution that optimizes organizations' most critical customer service processes. With Lumen Solutions for Contact Center – Talkdesk, Lumen customers now have access to the full suite of Talkdesk cloud contact center solutions.

Now, Lumen Technologies (NYSE: LUMN) has expanded customers' CCaaS options by adding another industry-leading partner – Talkdesk – to its portfolio of CCaaS solutions. By combining Lumen's complementary network, infrastructure, applications, and hosting capabilities with Talkdesk’s innovative CCaaS, Lumen is in a unique position to be a single source for businesses looking to modernize their contact center technologies and reduce costs.įor contact centers, the integration of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms is critical for migrating to the cloud.

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