--- 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 & Product Details Claimed ###### Profile Status This profile is currently managed by Lumen Contact Center but has limited features. Are you part of the Lumen Contact Center team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [Lumen Technologies](https://www.g2.com/sellers/lumen-technologies) Discussions [Lumen Contact Center Community](https://www.g2.com/products/lumen-contact-center/discuss) Languages Supported English, Spanish Overview by Scott Manley (Senior Manager of Marketing at Lumen) Show More ## Top-Rated Alternatives [ ![Five9 Intelligent Cloud Contact Center Platform](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![RingEX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "RingEX") RingEX 4.2/5(1,428) ](https://www.g2.com/products/ringex/reviews) [ ![NICE CXone](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ View All Alternatives ](https://www.g2.com/products/lumen-contact-center/competitors/alternatives) ## User Insights Average based on 13 real user reviews. [Log in to unlock pricing and user insights](/login) ![Verified User in Health, Wellness and Fitness](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Health, Wellness and Fitness") UH Verified User in Health, Wellness and Fitness Mid-Market (51-1000 emp.) 6/17/2019 "Century link Voip Services" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Lumen Contact Center solving and how is that benefiting you? Multiple locations converge back to the phone system on Prem Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 9/29/2017 "A Telecom for mid to small companies" 2.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") CF Verified User in Financial Services Enterprise (\> 1000 emp.) 10/13/2014 "TCOM assistance for financial institution" 3.5/5 What do you like best about Lumen Contact Center? Several solutions available to meet changing needs. Review collected by and hosted on G2.com. What do you dislike about Lumen Contact Center? POS Customer Service could use some enhancements Review collected by and hosted on G2.com. Recommendations to others considering Lumen Contact Center: Review all solutions - try to bundle changes together. Avoid changing one communication medium at a time. Review collected by and hosted on G2.com. What problems is Lumen Contact Center solving and how is that benefiting you? Recently changed TCOM providers for all locations Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ## Questions about Lumen Contact Center? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Lumen Contact Center ](https://www.g2.com/products/lumen-contact-center/discussions/new) GU Guest User What is Lumen Local Voice Services used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-lumen-local-voice-services-used-for) GU Guest User What is Lumen Contact Center used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-lumen-contact-center-used-for) [ View all Discussions ](https://www.g2.com/products/lumen-contact-center/discuss) ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. [ View More Pricing Information ](https://www.g2.com/products/lumen-contact-center/pricing) Lumen Contact Center Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b89727990ab27843072e188b96a9f81c/at-t-contact-center.jpeg "Product Avatar Image") AT&T 3.6/5(15) [ Compare Now ](https://www.g2.com/compare/at-t-contact-center-vs-lumen-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image") Five9 Intelligent Cloud... 4.1/5(625) [ Compare Now ](https://www.g2.com/compare/five9-intelligent-cloud-contact-center-platform-vs-lumen-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_cf9865601c968142dc80fd6db71ad123/deutsche-telekom-contact-center.jpg "Product Avatar Image") Deutsche Telekom 4/5(2) [ Compare Now ](https://www.g2.com/compare/deutsche-telekom-contact-center-vs-lumen-contact-center) ##### Categories on G2 [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms)[Contact Center](https://www.g2.com/categories/contact-center)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci) ##### Explore More [Which job shop management app works reliably on tablets so operators can update job status and access work orders directly on the shop floor without going back to a PC?](https://www.g2.com/discussions/which-job-shop-management-app-works-reliably-on-tablets-so-operators-can-update-job-status-and-access-work-orders-directly-on-the-shop-floor-without-going-back-to-a-pc)[Best app development software for rapid prototyping](https://www.g2.com/discussions/best-app-development-software-for-rapid-prototyping)[Which feature management platforms work best for teams managing thousands of flags across multiple environments?](https://www.g2.com/discussions/which-feature-management-platforms-work-best-for-teams-managing-thousands-of-flags-across-multiple-environments) [Which presales tools automate proposal generation and technical evaluation for organizations evaluating solutions?](https://www.g2.com/discussions/which-presales-tools-automate-proposal-generation-and-technical-evaluation-for-organizations-evaluating-solutions)[What desktop search vendors support natural language search across emails and scattered cloud drives?](https://www.g2.com/discussions/what-desktop-search-vendors-support-natural-language-search-across-emails-and-scattered-cloud-drives)[Pros and Cons Details](https://www.g2.com/products/lumen-contact-center/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)