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March 21, 2024
Lumen Technologies is redefining customer success and sales processes through the strategic use of AI-powered Microsoft Copilot, enhancing productivity, sales, and customer service in the global communications sector. This transition is part of Lumen’s shift from traditional telecom services to a technology-driven, innovative, and efficient enterprise.
Copilot supports Lumen’s operations by automating routine tasks and significantly reducing the workload on employees so they can focus on higher-value activities. Key leaders advocate for the role Copilot can play in increasing productivity without expanding the workforce while fostering a culture that values work-life balance. This initiative has not only strengthened Lumen’s competitive edge but has also redefined the inclusion of technology in corporate strategies.
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As a global communications service provider, Lumen Technologies is on a mission to ignite business growth by connecting people, data, and applications quickly, securely, and effortlessly. The company offers a range of solutions—including networking, cloud, collaboration, and security tools—to help businesses operate more efficiently.
Lumen prioritizes user-friendly interfaces and top-notch customer service to make its products accessible and easy to use, helping the company score high in customer satisfaction. Lumen is committed to digital transformation as it pivots from a traditional telecom company to a technology-driven one. This forward-thinking mindset demonstrates the company’s commitment to pioneering new paths to offer more advanced services that provide higher value to customers, such as secure edge cloud capabilities.
The leaders at Lumen also understand that for their teams to excel in their roles, it’s crucial to equip them with the necessary tools to help ensure efficiency, safety, and security. And as with company culture, these tools must directly enhance the value of Lumen’s output, benefiting customers and advancing the company. Ryan Asdourian, Executive Vice President and Chief Marketing Officer at Lumen Technologies, notes that the company is always looking ahead. “How can we help customers in new and different ways? And how can we efficiently address the scale of an entire world of customers?” he ponders. “You’ve got to have the tools that help you achieve scale.”
The telecommunications industry started as a simple system for voice communication. It has matured into a comprehensive network of technologies that support global communications. Rapidly evolving from analog to digital and then to cloud-based services allows companies like Lumen to serve customers in new and innovative ways, increasing the overall value of network services. But without responding and adapting to new technologies and market demand, business performance declines. “When we think about what our customers can use network services for, it expands the value of what every telecommunication company can do,” explains Asdourian. ”And we want to lead the way with that at Lumen.”
