--- title: Lumen Contact Center Reviews meta_title: 'Lumen Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 13 reviews by the users' company size, role or industry to find out how Lumen Contact Center works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 13 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # 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 overall customer service experience. (2 reviews) - Users appreciate the **user-friendly interface** of Lumen Contact Center, finding it easy to implement and manage. (2 reviews) - Users appreciate the **call recording feature** of Lumen Contact Center, enhancing their ability to monitor conversations effectively. (1 reviews) - Users appreciate the **multiple channel support** of Lumen Contact Center, enhancing communication through various platforms easily. (1 reviews) - Users value the **prompt and responsive customer support** of Lumen Contact Center, enhancing their overall experience. (1 reviews) - Easy Implementation (1 reviews) - Helpful (1 reviews) - Integrations (1 reviews) - Intuitive (1 reviews) **What users dislike:** - Users find that **data management integration** requires significant effort, often causing compatibility and syncing challenges. (2 reviews) - Users find the software **slow at times** and note that reporting features require significant improvement for better efficiency. (2 reviews) - Users find the **cost of Lumen Contact Center too high** compared to alternative customer support solutions. (1 reviews) - Users face **integration issues** when connecting Lumen Contact Center with existing systems, complicating data syncing and compatibility. (1 reviews) - Users find it challenging to manage a **number of toll numbers** efficiently within the Lumen Contact Center. (1 reviews) - Slow Loading (1 reviews) - Slow Performance (1 reviews) ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+16%3A32%3A03+-0500&secure%5Bsession_id%5D=712716ff-5e35-4bb7-8b9c-2e7e37c06e5c&secure%5Btoken%5D=b7b9a1636e3ff9cbc02adbe9e7abfcf577a9299478f1e220f73ca82c98e33c6b&format=llm_user) ## Lumen Contact Center Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Third-Party Integrations **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing - Conference Transcripts - Electronic Faxes - IVR - Video Call Recording - Customizable Reports - Real-Time Reporting - Meeting Management - Screen Sharing - Two-Way Audio & Video - Virtual Voicemail **Additional Functionality** - Trend Analysis - Generative AI - Voice Mail - SSL Security - Caller ID - Multi-Channel Communication - Activity Tracking - Interaction Tracking - Alerts/Notifications - Virtual Backgrounds - Mobile Access - Contact Management - Call Center Management - Access Controls/Permissions - Call Tracking - Call Transfer - Group Messaging - Call Recording - AI Copilot - Call Monitoring - Task Management - SMS Messaging - Reporting & Statistics - Activity Dashboard - Call Routing - Multi-User Collaboration - Single Sign On - Chat/Messaging ## 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 (604 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) - 4.2/5.0 (1,388 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)