Lumen Extends UCaaS, CCaS Integration

Lumen has added another contact center as a service (CCasS) offering for business customers to its portfolio of CCasS offerings.

The new offering comes via a partnership with Talkdesk and is based on the Talkdesk CX Cloud.

Lumen Solutions for Contact Center – Talkdesk is a cloud native platform that includes artificial intelligence, including integration with third party platforms. Enterprise-level tools brought into the Lumen fold feature integrated, customer experience applications for self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics. The solution provides more than 60 “out-of-the-box” integrations with other customer experience systems.

“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,” Craig Richter, Lumen’s senior director of CCaaS product management, said in a press release about the contact center as a service offering. “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.”

Lumen partnered on UC&C with far higher profile companies two years ago. In June 2021, it launched Lumen Solutions for Microsoft Teams – a managed, UC solution with a goal of leveraging the Lumen platform to improve worker productivity, business agility and customer support.

Three months later — in October 2021 — it introduced Lumen Solutions for Cisco Unified Communications Manager Cloud (UCMC). The partnership paired Cisco’s cloud-based collaboration service with Lumen’s global fiber network.

Lumen Cloud Communications, which was introduced last April, is another option from the network operator. It includes centralized management that generates analytics; automated provisioning that enables remote deployment; online customer ordering and management and a voice portal that offers a variety of customized settings and API integrations.

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