From Contact Center To Customer Experience Center: A Step Forward In Customer Engagement

Contact center transformation into a fully integrated customer experience center marks a pivotal shift in how businesses engage with their customers. The conventional model of handling customer inquiries is no longer enough to meet rising expectations for personalized, seamless interactions. Today’s customers demand faster resolutions, effective self-service options and the flexibility to connect across multiple channels.

In response to this shift, Lumen and Cisco have expanded their partnership to create a next generation solution with Webex cloud contact center integration  that empowers businesses to deliver a holistic, connected customer journey, blending digital automation tools, self-service and human engagement.

Blending Technology with Human Touch

In today’s customer-centric world, the most successful contact centers know how to strike a balance between cutting-edge technology and the human touch. Automated tools like AI-powered chatbots, self-service portals and data analytics help streamline operations and provide quick responses to routine inquiries. However, the human element remains irreplaceable for resolving complex issues and creating meaningful connections with customers. By blending technology with empathetic, human-driven interactions, contact centers can become a true customer experience center.

The Power of Omnichannel Engagement

Omnichannel engagement provides a seamless and consistent experience across all communication channels. Whether customers reach out via phone, chat, email or social media, an omnichannel strategy helps ensure that every interaction is unified and personalized. This approach allows businesses to track customer journeys, preferences and past interactions, leading to fast resolutions and deep engagement.

Breaking down silos between channels helps deliver more meaningful and efficient customer service, fostering stronger relationships and driving loyalty in an increasingly competitive market. Companies with strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue and a 7.5% year-over-year decrease in cost per contact.¹

Proactive Customer Support

Proactive customer support is transforming the traditional service model by shifting from reactive problem-solving to anticipating and addressing customer needs before issues arise. By analyzing customer data such as previous interactions, usage patterns and feedback, companies can identify potential pain points and deliver timely solutions. This data-driven approach not only helps improve customer satisfaction but also helps reduce the number of incoming support requests.

Empowering Customers Through Self-Service

Self-service has become a key pillar in modern customer support, offering customers the tools and autonomy to find answers and solve issues at their own pace. Whether through knowledge bases, FAQs, AI-powered chatbots or interactive troubleshooting guides, self-service options empower customers by giving them instant access to information and solutions. This is how Webex enhances customer satisfaction and minimizes the strain on support teams, allowing agents to focus on more complex inquiries and optimize their performance.

Enhancing Human Interaction with Data-Driven Insights

Today, data is key to delivering informed, personalized decisions. By equipping agents with tools that provide real-time customer data — such as CRM systems, AI-driven analytics and integrated dashboards — businesses empower their teams to make data-driven decisions that enhance the quality of each interaction. These tools foster enriched AI-powered human agent journeys by providing instant access to customers’ history, preferences and past interactions and enabling them to offer tailored solutions and personalized support.

Aside from improving response times, data-driven insights also deepen customer trust, as agents can anticipate needs and provide relevant, empathetic assistance. By blending human intuition with data-driven insights, companies can transform every customer interaction into a positive and meaningful experience.

How AI and Automation Are Revolutionizing Business Operations

Through intelligent automation, routine tasks are now handled quickly and accurately, while AI-powered tools analyze vast amounts of data in real time, providing actionable insights that enable businesses to anticipate market shifts, personalize customer interactions and make data-driven decisions with confidence. According to a Forbes Advisor survey, 64% of businesses believe that artificial intelligence will help increase their overall productivity. This demonstrates the growing confidence in AI’s potential to transform business operations.³

AI and data combined can create tailored customer experiences, transforming each touchpoint into a personalized interaction. This level of personalization not only enhances customer satisfaction but also builds lasting relationships by making customers feel truly understood and valued. If harnessed correctly, AI-driven insights can turn a once frustrating experience into an exceptional one.

Lumen Solutions for Webex Cloud Contact Center apply a privacy and security first approach, so that customer data is processed appropriately and safely, and that AI algorithms and Large Language Mode (LLM) are securely used. As a result, these reliable self-service and human engagement solutions create a smooth and personalized experience that fosters loyalty and trust. Discover the top contact center automation trends that are enabling businesses to meet rapidly evolving customer expectations.

Measuring Success Beyond Call Resolution Times

Evaluating the success of a customer experience center goes far beyond simply tracking call resolution times. Key performance metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) offer a more comprehensive view of how effectively a support center enhances the customer journey.

By analyzing these indicators, businesses can better understand not only the speed of issue resolution but also the quality and impact of each interaction on customer loyalty and satisfaction. Together, these metrics create a holistic picture of customer experience performance, helping to ensure that every interaction contributes to a positive, seamless journey that meets customer needs and fosters long-term loyalty.

Trust Lumen as the reliable partner that can help you transform your contact center solution into an integrated customer experience center, measuring your success every step of the way.

¹Porch Group Media, “25 Amazing Omnichannel Marketing Statistics Every Marketer Should Know”, June 29, 2023.
²TIDIO, “10 Essential Self-Service Statistics & Trends [2024 Data],” October 25, 2024.
³Forbes Advisor, “22 Top AI Statistics And Trends In 2025,” October 16, 2024.

This content is provided for informational purposes only and may require additional research and substantiation by the end user. In addition, the information is provided “as is” without any warranty or condition of any kind, either express or implied. Use of this information is at the end user’s own risk. Lumen does not warrant that the information will meet the end user’s requirements or that the implementation or usage of this information will result in the desired outcome of the end user. All third-party company and product or service names referenced in this article are for identification purposes only and do not imply endorsement or affiliation with Lumen. This document represents Lumen products and offerings as of the date of issue.  Services not available everywhere.  Lumen may change or cancel products and services or substitute similar products and services at its sole discretion without notice. ©2025 Lumen Technologies. All Rights Reserved.