Lumen expands partnership with Genesys
American telecommunications company Lumen Technologies announced the expansion of its partnership with contact center tech provider Genesys through the launch of Lumen Solutions for Contact Center – Genesys Cloud.
In a press release, Lumen described their new cloud service as an all-in-one contact center solution for enterprise-grade and Public Sector-grade communications, collaboration, and customer experience management.
It enables a seamless move from legacy, capital-intensive contact center services to a flexible, cloud-based, or hybrid solution that drives customer retention, increases productivity, and decreases costs.
Through a full suite of omnichannel options — built-in employee experience, turnkey AI and end-to-end journey optimization — the new service will also enable organizations to coordinate every customer interaction and touchpoint with frictionless and connected experiences for customers and employees.
Genesys VP of Partner and Alliances Marc Donnelly said, “Our expanded partnership with Lumen will offer customers a way to orchestrate end-to-end journeys.”
“This solution enables them to listen to and understand their customers and employees, predict actions, and shape what comes next to drive meaningful business outcomes,” he added.
