Denver, CO, USA, Mar 23, 2023 - 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.
Integrating UCaaS, CCaaS, and networking solutions lowers cost while improving usability, efficiency, and flexibility
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 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."
"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."
"We're looking forward to building on the strong relationship between Talkdesk and Lumen," says Chad Haydar, Talkdesk's vice president of channel and alliances. "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."
Posted by Veronica Silva Cusi, news correspondent
About Lumen Technologies:
Lumen connects the world. We are dedicated to furthering human progress through technology by connecting people, data, and applications – quickly, securely, and effortlessly. Everything we do at Lumen takes advantage of our network strength. From metro connectivity to long-haul data transport to our edge cloud, security, and managed service capabilities, we meet our customers' needs today and as they build for tomorrow.
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Friday, March 24, 2023
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
- and more ....
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.
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