WAYNESBORO, VA – September 18, 2013 — Lumos Networks Corp. (NASDAQ:LMOS), a leading provider of fiber-based bandwidth infrastructure & IP Services in key mid-Atlantic markets, today launched its cloud-based hosted call center solution, which provides best-in-class Automated Call Distribution (ACD), Integrated Voice Response, and call reporting to help organizations manage call volumes more effectively and efficiently. The service operates over Lumos’ carrier-grade, premium optical network, which provides high-speed, resilient access to the call-center cloud service. The offering is available immediately across Lumos Networks’ Mid-Atlantic footprint.
“Hosted Call Center allows our customers to offload the expense and management of a call center PBX infrastructure, so they can focus on their core business instead and concentrate on customer interaction. Customers get a virtual, resilient call center at their finger tips that can scale on demand to match their business needs,” said Lumos Networks Vice President of Product Management & Engineering Craig Drinkhall.
The Hosted Call Center solution is based on the BroadSoft Call Center Express platform and can improve call handling in any call environment – basic or complex, with or without a traditional call center.
Lumos is using the Hosted Call Center service for its own customer care organization and network operations center, which include 19 call teams and several 800 numbers. In July, the Hosted Call Center processed 25,000 total calls to support these operations.
“Not only has the Hosted Call Center eliminated the support complexity associated with a premise-based solution, it has helped us strengthen our customer care operations,” said Chief Revenue Officer Joe McCourt. “The reporting provided by the service has directly improved the efficiency and quality of our customer care model.” For more information about Lumos Networks and its host of products and services including Hosted Call Center, please visit www.lumosnetworks.com, e-mail [email protected] or call 800-262-2200.
