Lumen: Cloud Contact Center

Lumen Cloud Contact Center provides enterprise-grade contact center services in a secure cloud-based Contact Center-as-a-Service (CCaaS) solution with a predictable operational expense (OpEx) consumption model. The Lumen Cloud Contact Center solution is designed to meet the unique needs of federal agencies, combining a customizable feature set with deep industry expertise and proven best practices, in a turnkey cloud contact center. The Lumen Cloud Contact Center solution unifies customer and agent interactions across channels, delivering a dynamic, personalized digital experience with real-time engagement, cloud-grade reliability, and ability to scale, with over two decades of demonstrated capability handling large, complex call volumes. Features include: Automatic Call Distribution, Interactive Voice Response, Call Recording, Multi-Channel, Workforce Management, Offline Hold, Callback, Analytics, Customizable Real-time and Historical Reporting, Multi-Site Routing, Administration Portals.