Lumen Technologies and Talkdesk are teaming up to expand customers’ CCaaS options, as Talkdesk is now part of Lumen’s portfolio of CCaaS solutions.

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

Lumen’s Craig Richter

Craig Richter is Lumen’s senior director of CCaaS product management.

“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,” Richter said. “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.”

The integration of UCaaS and CCaaS platforms is critical for migrating to the cloud for contact centers, the companies said.

Those who use a service provider for their UCaaS/CCaaS integration see compelling improvements in business metrics. That is according to Metrigy’s Customer Experience Transformation 2022-23 global study. For example, customer satisfaction increases three times more with a carrier integration than with a platform provider. Similarly, revenue increases 17% more and employee efficiency increases 51% more.

Lumen Technologies: Improving Customer Satisfaction

Lumen Solutions for Contact Center – Talkdesk helps businesses improve customer satisfaction and reduce costs via an all-in-one contact center solution. This unifies customer and agent experiences across phone, email, chat, text and social channels, the company said.

Moreover, Lumen customers have access to a CCaaS offering that is part of Lumen’s extensive network, network geography and scale and backbone resiliency and redundancy. It also provides additional security capabilities including real-time authentication and fraud prevention.

In addition, by selecting the Talkdesk solution, Lumen customers will have access to native artificial intelligence (AI) capabilities. These are embedded into the Talkdesk platform. This can also support integrations with third party AI solutions such as Amazon Lex and ChatGPT.

Talkdesk’s Chad Haydar

Chad Haydar is Talkdesk’s vice president of channel and alliances.

“We’re looking forward to building on the strong relationship between Talkdesk and Lumen,” Haydar said. “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.”