Contact Center Solutions

Connecting with Customers

The need to control costs and the importance of improving the customer experience are emerging as crucial considerations you cannot afford to ignore in today's fluid business environment. CenturyLink's flexible, scalable Contact Center solutions are powerful tools that can help you provide exceptional customer service without the big price tag.

Benefits of CenturyLink 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

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.

IVR: On Demand IVR
Simplify application management with On-Demand IVR, a cloud-based application that's delivered to you as a service. Use the simple GUI to develop call routing applications without the time or money required for software development.

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.

Related Resources

VIDEOS

Network-based, self-help, interactive voice response (IVR)—EZ Route

Learn how EZ Route can help you answer calls, provide messages and announcements, and support call routing to live agents or other IVR applications through a menu-driven interface.

Hosted Contact Center Solutions: A robust platform without the extra expense

Many customers want to communicate with your business 24/7. CenturyLink understands this and the need for disaster recovery capabilities to ensure that expectation is met.

CASE STUDIES

Brooke Insurance

Learn how Brooke Insurance used Qwest's IVR service to reduce customer/prospect hang ups and increase inbound calls by 1,500 percent.

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The Qwest [Hosted] IVR service has made a dramatic improvement in virtually every area of our business. The reliability and call quality ensures we represent our client's brands well; callers get to the right person faster; and we now offer IT turnaround support for our marketing and sales teams measured in hours, not days.