Call Center/Customer Contact

Focus on your Agency's mission, improve your Agency's services and lower your Agency's contact center costs

CenturyLink's Call Center/Customer Contact Center Services (CCS) include a portfolio of CenturyLink network-hosted solutions that can improve customer service and Agency efficiency. Through the use of multi-channel contact center routing and reporting capabilities, as well as the deployment of menu-driven, self-help applications, your Agency can significantly lower its customer contact center costs by eliminating large capital outlays and redeploying dedicated IT staff from network management to application development. CenturyLink's CCS allows your Agency to focus on its core mission and priorities while still giving your Agency complete control of its customer service.

Features

CenturyLink's CCS provides an extensive list of features, including but not limited to the following:

  • Call Recording and Monitoring – Digital recording and monitoring of inbound and outgoing multimedia contacts and associated data to capture the caller experience
  • Collaborative Browsing – Bi-directional sharing of Web pages between the CenturyLink CCS agent and the caller
  • Computer Telephony Integration (CTI) – Provides a link between your Agency's telephone systems, databases and applications to facilitate incoming and outgoing call handling and control, as well as screen-pops of customer information
  • Customer Contact Application – Tracks, documents and manages the CCS customer contacts across multiple contact channels
  • E Mail Response Management – Assigns a tracking ID to each e-mail, and routes e-mail communications according to Agency-specified business rules
  • Text Chat (Web Chat) – Enables CenturyLink CCS agents to engage in real-time text chats with callers directed from the Agency Web site
  • Language Interpretation Service – Delivers language translation services live with availability 24x7x365 in over 150 languages, via dedicated toll-free access. Reporting capabilities are also available
  • Outbound Dialer – Provides the capability of automated outbound dialing, including preview, progressive, and predictive dialing modes
  • Web Call Back – Allows for an Agency end user to request a call back by filling out a form on the Agency's Web site. The call back request will be automatically distributed to the most appropriate CenturyLink CCS agent based upon availability (within Agency operating hours)
  • Web Call Through – Enables anyone browsing an Agency's Web site the ability to click a button and request a live voice conversation. When the system sends the call to the CenturyLink CCS agent, it places a call back to the end user to establish a voice conversation without having to disconnect from the Web page
  • Interactive Voice Response (IVR) - Allows your Agency to quickly build self-service menu trees with multiple voice prompts. Applications built using the Graphical User Interface (GUI) can route calls from the network to the selected destination based upon the prompt selected
  • IVR – Speech Recognition –Supports natural speech recognition for IVR applications. CenturyLink can support vocabularies for both English (American) and Spanish (American) dialects
  • World Class facilities and agents
  • IP Telephony integration including IP phones and softphones

Benefits

  • Creates geographic flexibility and diversity by using CenturyLink's virtual contact center capabilities. It is a fully redundant platform on CenturyLink's world-class carrier network
  • Reduces the total cost of ownership. CenturyLink's CCS eliminates the cost and risk of purchasing premises technology. CenturyLink will provide the latest technology and a seamless migration path
  • On demand capacity and scalability, which makes it easy for Agencies to expand services without additional capital investment. CenturyLink can grow your Agency's IVR platform as your Agency's business needs dictate. Your Agency's network is always right-sized as your seasonal demands fluctuate
  • Leverage existing infrastructures – Integrates seamlessly with any existing infrastructure, enabling unified functionality, regardless of the underlying deployed telephony
  • Integrated reporting allows your Agency to see its customer experience end-to-end
  • Augments Agency capabilities without adding the cost of ownership of people and facilities. Leverages CenturyLink's industry-best technologists to streamline Agency operations

Uses

Call Center services

Related Resources

  • Icon: Fact Sheet

    Fact Sheet

    Call Center / Customer Contact Center Services Product Overview

    Through the use of multi-channel contact center routing and reporting capabilities, as well as the deployment of menu-driven, self-help applications, your Agency can significantly lower its customer contact center costs by eliminating large capital outlays and redeploying dedicated IT staff from network management to application development.