Newest partner increases options, decreases
costs for contact centers that are migrating to the cloud
DENVER, March 23,
2023 /PRNewswire/ -- Today's businesses are exploring
new ways for remote and hybrid employees to deliver outstanding
customer experiences. They also want solutions that are flexible,
scalable, secure, and cost efficient. Many have found the answers
in cloud-based, "XaaS" solutions.
Integrating UCaaS, CCaaS, and networking
solutions lowers cost while improving usability, efficiency, and
flexibility
For 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. Now, Lumen
Technologies (NYSE: LUMN) has expanded customers' CCaaS options by
adding another industry-leading partner – Talkdesk – to its
portfolio of CCaaS solutions.
With Lumen Solutions for Contact Center – Talkdesk, Lumen
customers now have access to the full suite of Talkdesk cloud
contact center solutions. 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.
"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. "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."
For details, visit
https://www.lumen.com/en-us/communications/talkdesk
According 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. For example, customer satisfaction increases
3x more with a carrier integration than with a platform
provider. Similarly, revenue increases 17.4% more and employee
efficiency increases 51.1% more.
"Our research participants see network performance, professional
services, costs, and security as the top benefits of using a
carrier for their UCaaS/CCaaS integration," says Robin Gareiss, Metrigy CEO and principal
analyst. "They like the option to select their UCaaS and CCaaS
platform, but then have a single point of contact for all service
management."
Richter continued, "By combining our 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. Talkdesk's capabilities,
coupled with our skilled implementation and integration,
comprehensive onboarding, 24/7 security support, and managed
services make Lumen the go-to, trusted partner for contact centers
throughout North America."
About Lumen Solutions for Contact Center - Talkdesk
- Lumen Solutions for Contact Center – Talkdesk helps businesses
improve customer satisfaction and reduce costs via an intelligent,
all-in-one contact center solution. This unifies customer and agent
experiences across phone, email, chat, text, and social
channels.
- Lumen customers have access to an industry leading CCaaS
offering that is part of Lumen's extensive network, network
geography and scale, backbone resiliency and redundancy, and
additional security capabilities including real-time authentication
and fraud prevention.
- By selecting the Talkdesk solution, Lumen customers will have
access to native artificial intelligence (AI) capabilities embedded
into the Talkdesk platform, which can also support integrations
with third party AI solutions such as Amazon Lex and ChatGPT.
- Lumen customers can meet shifting customer demands with
development tools that accelerate customization and rapid
deployment of cutting-edge contact center solutions.
- As a cloud-native platform, Talkdesk allows Lumen customers to
manage, develop, and engage their agents throughout the employee
lifecycle, regardless of their location. This makes it easy for
customers to quickly find answers to their questions at any time of
day.
- Through Talkdesk, Lumen customers will have access to modern
contact center technology with Talkdesk AI and a full set of
enterprise-level, integrated, CX applications for customer
self-service, omnichannel engagement, workforce engagement,
employee collaboration, and customer experience analytics to align
and drive CX winning behaviors across every organization.
- The Talkdesk solution enables more than 60 out-of-the-box
integrations with leading CX systems.
"We're looking forward to building on the strong relationship
between Talkdesk and Lumen," says Chad
Haydar, Talkdesk's vice president of channel and alliances.
"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."
Additional Resources:
- For more on Lumen Solutions for Contact Center – Talkdesk,
visit the product page.
- Read about all the contact center solutions Lumen offers.
- See Metrigy's recent white paper about corporate spending on
cloud-based apps.
- What is the carrier's role in CCaaS? Find out in this podcast
from Metrigy.
About Lumen Technologies:
Lumen connects the world. We are dedicated to furthering human
progress through technology by connecting people, data, and
applications – quickly, securely, and effortlessly. Everything we
do at Lumen takes advantage of our network strength. From metro
connectivity to long-haul data transport to our edge cloud,
security, and managed service capabilities, we meet our customers'
needs today and as they build for tomorrow. For news and insights
visit news.lumen.com, LinkedIn: /lumentechnologies, Twitter:
@lumentechco, Facebook: /lumentechnologies, Instagram:
@lumentechnologies, and YouTube: /lumentechnologies.
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SOURCE Lumen Technologies