• September 19, 2013

Lumos Networks Launches Hosted Call Center

Lumos Networks, a provider of fiber-based bandwidth infrastructure and IP services throughout the mid-Atlantic, has launched a cloud-based hosted call center solution with automated call distribution (ACD), interactive voice response (IVR), and call reporting.

The service operates over Lumos' carrier-grade optical network, which provides high-speed, resilient access to the call center cloud service. The offering is available immediately across Lumos Networks' Mid-Atlantic footprint.

"Hosted Call Center allows our customers to offload the expense and management of a call center PBX infrastructure so they can focus on their core business instead and concentrate on customer interaction. Customers get a virtual, resilient call center at their fingertips that can scale on demand to match their business needs," said Craig Drinkhall, Lumos Networks' vice president of product management and engineering, in a statement.

The Hosted Call Center solution is based on the BroadSoft Call Center Express platform and can improve call handling in any call environment with or without a traditional call center.

Lumos is using the Hosted Call Center service for its own customer care organization and network operations center, which includes 19 call teams and several toll-free numbers. In July, the Hosted Call Center processed 25,000 total calls to support these operations.

"Not only has the Hosted Call Center eliminated the support complexity associated with a premises-based solution, it has helped us strengthen our customer care operations," said Chief Revenue Officer Joe McCourt. "The reporting provided by the service has directly improved the efficiency and quality of our customer care model."

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