# Lumen Contact Center Reviews **Vendor:** Lumen Technologies **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.2/5.0 **Total Reviews:** 13 ## About Lumen Contact Center 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. ## Lumen Contact Center Pros & Cons **What users like:** - Users value the **seamless CRM integration** of Lumen Contact Center, enhancing their customer management experience effectively. (2 reviews) - Users appreciate the **user-friendly interface** of Lumen Contact Center, benefiting from its easy implementation and management. (2 reviews) - Users value the **call recording** feature of Lumen Contact Center for enhancing quality control and training opportunities. (1 reviews) - Users value the **multiple channel support** in Lumen Contact Center, making communication effortless with various options. (1 reviews) - Users praise the **prompt and responsive customer support** of Lumen Contact Center, enhancing overall satisfaction with services. (1 reviews) - Easy Implementation (1 reviews) - Helpful (1 reviews) - Integrations (1 reviews) - Intuitive (1 reviews) **What users dislike:** - Users face **data management challenges** that complicate integration with existing systems and reporting accuracy in Lumen Contact Center. (2 reviews) - Users experience **slow software performance** and difficulties with reporting features, complicating data consolidation efforts. (2 reviews) - Users find the **cost of Lumen Contact Center high** compared to other customer support options available. (1 reviews) - Users experience **integration issues** with Lumen Contact Center, needing extra effort for CRM compatibility and data syncing. (1 reviews) - Users find it challenging to manage **a number of toll numbers** , complicating their overall experience with Lumen Contact Center. (1 reviews) - Slow Loading (1 reviews) - Slow Performance (1 reviews) ## Lumen Contact Center Reviews ### 1. The historical call data is readily available **Rating:** 5.0/5.0 stars **Reviewed by:** Diane P. | Administrative Coordinator, Non-Profit Organization Management, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2023 **What do you like best about Lumen Contact Center?** It integrates with CRM platforms and existing systems. The customer service is prompt and responsive when it comes to solving order queries. The representatives are professional and helpful in creating an experience for my customers. **What do you dislike about Lumen Contact Center?** Managing a number of toll numbers is difficult. **What problems is Lumen Contact Center solving and how is that benefiting you?** Lumen Contact Center solves the problem of providing TCOM assistance for institutions. This ensures communication with our customers leading to enhanced satisfaction. ### 2. Lumen Contact Center in in review **Rating:** 4.0/5.0 stars **Reviewed by:** Robert S. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2023 **What do you like best about Lumen Contact Center?** Lumen Contact Center provides a variety of features such as omnichannel routing, analytics, and artificial intelligence (AI) capabilities. It also offers features such as call recording, call monitoring, and workforce management. Additionally, Lumen Contact Center provides integrations with popular customer relationship management (CRM) software such as Salesforce and Microsoft Dynamics 365 **What do you dislike about Lumen Contact Center?** The software can be slow at times and the reporting features could be improved. **What problems is Lumen Contact Center solving and how is that benefiting you?** Lumen Contact Center can help small growing companies by providing a centralized platform for customer interactions. This can help companies improve their customer service and increase customer satisfaction. Additionally, Lumen Contact Center provides analytics and reporting features that can help companies identify areas for improvement and optimize their operations. ### 3. Suitable for the right sized contact centre. **Rating:** 3.5/5.0 stars **Reviewed by:** Patrick B. | Optimisation and Reporting Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Lumen Contact Center?** I've used telephony systems in the past that make it very convoluted to make the most basic changes. Lumen make updating queues, thresholds, priorities, IVR updates, emergency flags etc an easy process. **What do you dislike about Lumen Contact Center?** I had issues consolidating call and agent data from different reporting systems. Trying to resolve I did live time in motion monitoring of some agents calls to identify the gap with the automated reporting, but it was a lot of effort to resolve. **What problems is Lumen Contact Center solving and how is that benefiting you?** For our business size, Lumen made it easy to efficiently make queue and call traffic modifications in an agile way. This made sure we were enabling the agents to be ready to give the best customer experience. ### 4. One of the best customer support that helps to solve cloud and networking solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2023 **What do you like best about Lumen Contact Center?** it have multiple channel support for the customers like email chat support a good contact centre user friendly interface it is easy to implement with using the features of artificiall intelligence and automation **What do you dislike about Lumen Contact Center?** Cost is little bit high compared to other customer support centre **What problems is Lumen Contact Center solving and how is that benefiting you?** for helping for dedicated internet access with microsoft teams ### 5. A flexible and beneficial contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Lindsay B. | Customer Account Manager, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2023 **What do you like best about Lumen Contact Center?** Keep your business agile and competitive with a comprehensive, dynamic contact center platform. **What do you dislike about Lumen Contact Center?** Sometimes the portal runs slowly depending on browser. **What problems is Lumen Contact Center solving and how is that benefiting you?** It is an adaptive solution that enables performance agility. Customizable and flexible. ### 6. Best Customer Service. **Rating:** 4.5/5.0 stars **Reviewed by:** Reeti D. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Lumen Contact Center?** Good customer service, fast, and informative. **What do you dislike about Lumen Contact Center?** I have not experienced any downsides yet. **What problems is Lumen Contact Center solving and how is that benefiting you?** Having issues with Brightspeed territory. ### 7. Streamline Customer Interactions with Lumen Contact Center **Rating:** 4.0/5.0 stars **Reviewed by:** Mahesh T. | Associate Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Lumen Contact Center?** Summarize the key strengths and benefits of Lumen Contact Center. Provide a final verdict on whether Lumen Contact Center is a recommended solution for businesses looking to optimize their contact center operations. **What do you dislike about Lumen Contact Center?** Integrating with existing systems and applications, such as CRM platforms, may require additional effort or customization, potentially leading to compatibility or data syncing issues. **What problems is Lumen Contact Center solving and how is that benefiting you?** Streamlined Customer Interactions: Contact center solutions, including Lumen Contact Center, help centralize and manage customer interactions across multiple channels such as voice calls, email, webchat, and social media. This streamlining enables businesses to provide consistent and efficient customer service, improving customer satisfaction and loyalty. ### 8. Lumen **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Lumen Contact Center?** Easy access to information. The imagery is clear and pricing terms are easy to understand. **What do you dislike about Lumen Contact Center?** Sometimes updates don't come frequent. Should add additional resources **What problems is Lumen Contact Center solving and how is that benefiting you?** Provides agents access to pertinent information ### 9. Lumen Insightful CX **Rating:** 4.5/5.0 stars **Reviewed by:** Don D. | Human Resources Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2023 **What do you like best about Lumen Contact Center?** Assigned business account manager for my service questions and orders. **What do you dislike about Lumen Contact Center?** Turn around time for my order queries and status updates. **What problems is Lumen Contact Center solving and how is that benefiting you?** Business VOiP migration from other phone providers moving into Lumen and vice versa. ### 10. Lumen Contact Centers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2016 **What do you like best about Lumen Contact Center?** This is a great easy start up if you would like a call center for your business. **What do you dislike about Lumen Contact Center?** not seeing in person the people my customers talk to **What problems is Lumen Contact Center solving and how is that benefiting you?** returns are easily handled and problems solved ### 11. Century link Voip Services **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2019 **What do you like best about Lumen Contact Center?** I like the backend failover configuration process that was configured and put in place by us around our MPLS Network. **What do you dislike about Lumen Contact Center?** the current transition between Century Link and Level 3. Convergance is a nightmare with voip. Once both networks are completed meshed calls will be dropped and maint continues. **What problems is Lumen Contact Center solving and how is that benefiting you?** Multiple locations converge back to the phone system on Prem ### 12. A Telecom for mid to small companies **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2017 **What do you like best about Lumen Contact Center?** The I V R configuration and call routing using tools like E Z Route makes certain call center tasks very easy to complete, specially when call traffic needs to be allocated to different group of trunks on holidays. **What do you dislike about Lumen Contact Center?** Sometime the historical call data is inaccurate and it seems like CenturyLink has ridiculous amount of teams / groups that seem not communicate very efficiently when an issue occurs, this causes the resolution time to be extraordinary long. **Recommendations to others considering Lumen Contact Center:** If your company is small to medium size in call you'll do fine with them. For companies with more than 3000 toll free numbers it can be a little challenging to manage because their tools are a bit outdated **What problems is Lumen Contact Center solving and how is that benefiting you?** The main benefit it offers to us is the ability to handle call traffic allocation with efficacy. ### 13. TCOM assistance for financial institution **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2014 **What do you like best about Lumen Contact Center?** Several solutions available to meet changing needs. **What do you dislike about Lumen Contact Center?** POS Customer Service could use some enhancements **Recommendations to others considering Lumen Contact Center:** Review all solutions - try to bundle changes together. Avoid changing one communication medium at a time. **What problems is Lumen Contact Center solving and how is that benefiting you?** Recently changed TCOM providers for all locations ## Lumen Contact Center Discussions - [What is Lumen Contact Center used for?](https://www.g2.com/discussions/what-is-lumen-contact-center-used-for) - [What is Lumen Local Voice Services used for?](https://www.g2.com/discussions/what-is-lumen-local-voice-services-used-for) - [View Lumen Contact Center pricing details and edition comparison](https://www.g2.com/products/lumen-contact-center/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-31+16%3A44%3A19+-0500&secure%5Bsession_id%5D=5c7b2d3b-5e67-4229-9887-a0c67d333f3a&secure%5Btoken%5D=9c6a86df19d7837c45411dee4dca746c7cf584faa1e8eeb13ed9fa718b5668c4&format=llm_user) ## Lumen Contact Center Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing - Conference Transcripts ## Top Lumen Contact Center Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) - 4.2/5.0 (1,334 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)