CONTACT CENTRE 

Contact Centre with the Convenience of Cloud

Your business runs on customer contact—make it more constructive with CenturyLink.

Reduce the costs of satisfying customer contact.
Because our contact centre solutions are cloud-based, that means:

  • Lower TCO
  • Fast deployment for instant ROI
  • No upfront costs for hardware or software
  • Pay-as-you-go pricing
  • No maintenance fees

Get the features that make communication easy.
CenturyLink delivers the full range of today’s features and capabilities that employees and customers want, plus:

  • Instantly scalable capacity
  • Built-in disaster recovery
  • Secure, compliant solutions backed by 99.999% network availability SLA
  • Integrated business analytics and reporting tools

Rely on the expertise of a proven contact centre partner.
CenturyLink has more than 12 years of experience delivering cloud-based contact centre solutions. We provide:

  • Network-integrated solutions for better network usage and coverage
  • Full suite of flexible, customisable solutions (carrier-neutral option available)
  • Industry-leading core application software
  • Control and management of the applications


 

Questions about Contact Centre? Chat with an Expert.

Schedule a free consultation with a VoIP specialist to discuss the best solutions for your business.

Overview
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Contact Centre

CenturyLink makes it easy to customise your contact centre the way you want.

Your customers expect contact with you to be easy, convenient and responsive-and that means providing options across a variety of channels. From outbound communication to interactive voice response (IVR) and intelligent call routing, CenturyLink has the cloud-based, network-integrated contact centre solutions that help you deliver that superior experience customers want. Our solutions include:

Interactive Voice Response (IVR) Solutions

  • Hosted IVR. Enhance call-centre performance and results with a better understanding of your customers' needs-so you can tailor their experience to exceed their expectations.
  • EZ Route. Use this network-based, self-help IVR application to simplify IVR by customising voice menus and routing schemes.

Call Routing Solutions

  • Interaction Routing. Improve customer sales and service with state-of-the-art, cloud-based multichannel routing and reporting capabilities.
  • Intelligent PreRoute (IPR). Reduce call transfers and costly reroutes with this virtual routing solution.

Product Details
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Packed with Features that Create Better Customer Experience

Our Contact Centre solutions come with advanced capabilities for today's contact centre needs.

Hosted IVR

Improve performance while minimising risk. CenturyLink can also help you integrate this service with network and voice services for a seamless solution.

Features include:

  • Caller interface options, such as touchtone, speech recognition and multiple language capability
  • System integration with industry-standard databases and CRM systems; intelligent call routing and queuing; and CTI with Cisco Genesys, Avaya, and Nortel
  • Custom access to VXML 2.x development interface and portal; quick deployment of CenturyLink's ready-to-use applications for self-help applications such as store locators, financial status, account updates and PIN resets as well as text-to-speech application support
  • Web-accessible customisable reports


EZ Route

Answer calls, provide messages and announcements, and support call-routing to live agents or other IVR applications. Develop a voice menu and routing scheme via a web-based graphical user interface (GUI) that includes assigning toll-free numbers and transfer-to numbers for routing.

Other features include:

  • Touchtone and speech recognition capabilities
  • Go-to node that enables calls to route from one EZ Route application to another
  • Busy/no answer messages and customisable hold music
  • Integrated text-to-speech
  • Unlimited port availability
  • Pricing based on number of calls made
  • Disaster-recovery capabilities


Interaction Routing

This virtual call-centre management solution performs as if it were on your premises. It can also significantly lower your contact centre costs by eliminating large capital outlays, networking costs, dedicated IT staff and annual equipment maintenance contracts.

Features include:

  • Skills-based agent and business-rules routing
  • Outbound dialing and campaign management
  • Multimedia-consolidated reporting managed by the contact centre management team
  • CTI-enabled agent screen pops that integrate with industry-leading desktop and CRM programs
  • Network-based voice-recording solution for automatic or ad-hoc call recording
  • Workforce management (forecasting, scheduling and adherence)
  • Options for disaster recovery and business continuity


Intelligent PreRoute (IPR)

This virtual routing solution works with Cisco Intelligent Contact Management to determine the location, group or individual best suited (and available) to handle an incoming call.

Features include:

  • Network-based routing across multiple locations and groups
  • Centralised administration, management and reporting
  • Enhanced call flow across diverse on-premises PBX telephony systems
  • State-of-the-art call routing using Cisco standard tools such as Call Manager, CRS protocol and standard network reporting
  • Options for disaster recovery and business continuity

Resources
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