Lumen Contact Center vs. Genesys Cloud CX
A side-by-side comparison based on G2 review data.
| Metric | Lumen Contact Center | Genesys Cloud CX |
|---|---|---|
| Overall rating | 4.2 | 4.4 |
| Review count | 13 | 1,581 |
| Ease of use | 9.2 | 9.1 |
| Ease of setup | 7.9 | 8.6 |
| Quality of support | 8.6 | 8.5 |
| Meets requirements | 8.3 | 8.8 |
| NPS | 46.153846 | 58.333333 |
| Small Business | 38.5% | 14.3% |
| Mid-Market | 38.5% | 45.0% |
| Enterprise | 23.1% | 40.7% |
| Total page views | 46 | 4,207 |
| Total LLM citations | 106 | 26,251 |
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.
- Ease of Use
- CRM Integration
- Intuitive
- Easy Implementation
- Call Recording
- Helpful
Genesys Cloud CX
Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution.
- Ease of Use
- Features
- Reliability
- Efficiency
- Helpful
- Intuitive