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.

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.

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