{"id":"FR2229642430","name":"Cloud Contact Center","provider":"Lumen","providerSlug":"lumen","status":"FedRAMP Authorized","impact":"Moderate","authType":"Agency","authDate":"2025-04-30","serviceModel":["SaaS"],"deployment":"Public Cloud","businessFunctions":["Collaboration","Communication","Contact Center","Customer Relations Management (CRM)","Customer Service"],"assessor":"Schellman Compliance, LLC","assessorId":"136571","smallBusiness":false,"website":"https://www.lumen.com/en-us/communications/contact-center.html","description":"Lumen Cloud Contact Center provides enterprise-grade contact center services in a secure cloud-based Contact Center-as-a-Service (CCaaS) solution with a predictable operational expense (OpEx) consumption model. The Lumen Cloud Contact Center solution is designed to meet the unique needs of federal agencies, combining a customizable feature set with deep industry expertise and proven best practices, in a turnkey cloud contact center. The Lumen Cloud Contact Center solution unifies customer and agent interactions across channels, delivering a dynamic, personalized digital experience with real-time engagement, cloud-grade reliability, and ability to scale, with over two decades of demonstrated capability handling large, complex call volumes. Features include: Automatic Call Distribution, Interactive Voice Response, Call Recording, Multi-Channel, Workforce Management, Offline Hold, Callback, Analytics, Customizable Real-time and Historical Reporting, Multi-Site Routing, Administration Portals. ","logo":"https://www.fedramp.gov/assets/img/logos/CSP_logos/Lumen%20Logo.png","inMarketplace":true,"agencies":["22-043"],"reuseCount":0,"leverages":["AGENCYAMAZONEW","FR1823149273","F1508207205","F1305072116"],"leveragedBy":[],"timeline":[{"date":"2023-02-21","to":"Agency Authorization In Process","certType":"Rev5"},{"date":"2024-06-11","to":"FedRAMP In Process","certType":"Rev5"},{"date":"2025-04-30","to":"FedRAMP Certified","certType":"Rev5"}],"cr26":{"type":"Rev5","ocrOverdue":false,"valid":true,"findings":[{"level":"warning","message":"no UEI number; include it if you have one","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no business category listed","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no trust center link; CR26 requires one with access instructions","rule":"CDS-CSO-UTC"},{"level":"warning","message":"no link to secure configuration guidance","rule":"SCG-CSO-RSC"},{"level":"warning","message":"no next Ongoing Certification Report date","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no service list; CR26 requires the services in scope","rule":"CDS-CSO-SVC"},{"level":"warning","message":"no documentation overview (repositories) listed","rule":"CDS-CSO-PUB"}],"assessor":"Schellman Compliance, LLC"},"sponsor":"22-043","trustCenterCheck":null}