Contact Center Solutions

• Reduce costs
• Offer the kind of experience customers expect
• Ensure consistent customer treatment across multiple channels
• Reduce transfers and mishandled calls
• Ensure delivery of relevant information to contact center agents and employees
• Enjoy consistent reporting across multiple channels
• Develop IVR applications in days instead of months

CenturyLink Contact Center Solutions offer cloud- and network-based services that provide flexibility, scalability, and low TCO, as well as a robust feature-functionality set that delivers an excellent customer experience.

Call Routing: Intelligent Pre-Route (IPR)
Reduce call transfers and costly reroutes with Intelligent Pre-Route (IPR), a CenturyLink network-hosted application that integrates with Cisco Intelligent Call Manager (ICM). IPR routes calls to the appropriate destination directly from the Toll Free Network. IPR communicates with premise-based call center platforms to determine the location, group, or individual best available to handle incoming calls.

Call Routing: Interaction Routing
Improve sales and services while lowering contact center costs with Interaction Routing, a network-based contact-center solution that includes inbound ACD routing, outbound dialing, web-contact transaction routing, workforce management, and detailed reporting.

IVR: Hosted IVR
Improve your customers' experience with Hosted IVR, a scalable, flexible platform that gives you the ability to direct calls according to customer need and agent availability.

IVR: EZ Route
Improve business efficiency and customer satisfaction with EZ Route, CenturyLink's network-based, self-help, IVR application that provides contact-center functionality, such as menu routing, database routing, intelligent call processing, and links to custom applications.

Outbound Notification: Notify
Improve your customers' experience with Notify, an outbound notification service that allows you to deliver multi-media content to a variety of end-point devices. Pre-defined applications are available to meet standard business needs such as appointment reminders, while custom applications let you create more complex applications to meet unique needs.