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Lumen Now Supports Zoom Contact Centre Solutions

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Lumen Technologies is expanding its partnership with Zoom to add support for its contact centre solutions.

The new partnership will simplify customer engagement via chat, email voice, video, and social media, as well as ease partner and employee interactions.

By teaming up, the US telecommunications company Lumen can enhance Zoom’s contact centre offerings with various products and services, including dedicated support, 24/7 security monitoring, predictable license-based costs, and more.

Craig Richter, Senior Director of Product Management, Lumen Technologies, outlined some of the potential upsides to deploying its latest partner solution:

Our partnership with Zoom allows us to leverage each other’s strengths and expertise to provide the best possible customer experience and we are excited to expand our support to Zoom Contact Center solutions.”

“Together, we can help our customers improve customer support, drive business growth and unleash new efficiencies.”

Lumen Solutions for Zoom

Launched in 2022, Zoom’s Contact Center brings fast, accurate, and personalised customer experiences to promote customer loyalty. It has intelligent self-service and routing that leads to instant 24/7 resolution and reduced call volumes.

The contact centre offers a single platform for both contact centre and unified communications needs, allowing clients to simultaneously contact both back-office experts and customers for greater resolutions.

With built-in video, customer issues can be resolved quickly through the use of screen share, file share, and chat.

Zoom Virtual Agent, which was introduced last year, integrates into the Zoom Contact Center and results in boosted CSAT scores, improved first-contact resolutions, and faster resolutions, too.

Lumen is adding to Zoom’s contact centre with extensive support and tools to wrap around it, making it easier to deploy and manage Zoom solutions without adding to IT teams’ workloads.

If any issues or service-related questions arise, customers will only need to speak to a single provider.

It also points to the low cost of ownership and predictable licensing costs as a key selling point for the partner offering, avoiding large capital investments, continuous maintenance fees, and public switched telephone network (PSTN) expenses.

Lumen Solutions for Zoom also offers HD video and audio meetings for up to 1,000 video participants, remote assistance, noise cancellation, performance optimisation, custom meeting configurations, virtual backgrounds and filters, 256-bit AES and 256-bit TLS encryption, and more.

Lumen is already a key partner of Zoom, as well as an official Zoom Carrier Reseller and Cloud Peering Partner. It holds a number of certifications that allow it to offer customers its value-added services.

In October last year, Zoom and Lumen partnered to deliver enhanced VoIP experiences for businesses, providing a simple and secure approach to collaboration anywhere and anytime.

Colby Nish, Head of North American Sales, Zoom, spoke about the benefits of partnering with Lumen: “At Zoom, we know our partners are critical in helping us deliver value to our customers.

Our partnership with Lumen allows us to leverage their extensive network backbone and IP infrastructure to support our cloud calling capabilities and modern platform functionality, delivering even greater value to our joint customers.”

Zoom also announced this week at Enterprise Connect that it is partnering with Avaya to deliver advanced collaboration to global businesses.