Customer Experience, Service & Success

Lumen Adds Talkdesk to its portfolio of CCaaS solutions

Newest partner increases options, decreases costs for contact centers that are migrating to the cloud

Today’s businesses are exploring new ways for remote and hybrid employees to deliver outstanding customer experiences. They also want solutions that are flexible, scalable, secure, and cost efficient. Many have found the answers in cloud-based, “XaaS” solutions.

For contact centers, the integration of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms is critical for migrating to the cloud. Now, Lumen Technologies (NYSE: LUMN) has expanded customers’ CCaaS options by adding another industry-leading partner – Talkdesk – to its portfolio of CCaaS solutions.

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

“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,” said Craig Richter, Lumen’s senior director of CCaaS product management. “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.”

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According to Metrigy’s Customer Experience Transformation 2022-23 global study, those who use a service provider such as Lumen for their UCaaS/CCaaS integration see compelling improvements in business metrics. For example, customer satisfaction increases 3x more with a carrier integration than with a  platform provider. Similarly, revenue increases 17.4% more and employee efficiency increases 51.1% more.

“Our research participants see network performance, professional services, costs, and security as the top benefits of using a carrier for their UCaaS/CCaaS integration,” says Robin Gareiss, Metrigy CEO and principal analyst. “They like the option to select their UCaaS and CCaaS platform, but then have a single point of contact for all service management.”

Richter continued, “By combining our complementary network, infrastructure, applications, and hosting capabilities with Talkdesk’s innovative CCaaS, Lumen is in a unique position to be a single source for businesses looking to modernize their contact center technologies and reduce costs. Talkdesk’s capabilities, coupled with our skilled implementation and integration, comprehensive onboarding, 24/7 security support, and managed services make Lumen the go-to, trusted partner for contact centers throughout North America.”

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