Velting said their network transformation impacts them two-fold: by positioning their internal teams to do better, and enabling successful, digital-first, customer experiences. The Alianza platform is architected to allow providers centralized management of their platform and the customer base. Lumen found Alianza’s user-friendly interface and provisioning capabilities easy to use, which drove a lot of efficiencies within their own support staff.
“We operationally benefit from centralized management of the customer base through the [Alianza] portal . . . it really enables the customer — but also us — to manage the product and users very efficiently.”
Velting recognizes that telephone number porting in the industry is a challenging process for everybody. However, the “intuitive portals used to manage the Alianza platform makes it easier for employees to manage the experience, drive efficiencies, and it is a further proof point of the strategic alignment between our companies and the capabilities that Alianza brings to bear.”
As part of digitalizing the customer journey, Lumen is investing in an application marketplace to enable customers to easily engage with products through the Lumen platform, enabling them to learn, search, quote, and order — all without the legacy model of engaging the seller, waiting for a quote, arranging a face-to-face meeting, and then working through contract nuances.
Velting said Lumen is really excited about the partnership because of how Alianza “approach[es] a request and our needs on the platform, and the way they’ve structured it really, to facilitate, not just benefits for those customers who are looking for a simplified experience, but also . . . how we manage the customer base, how we manage the platform, and our critical needs. It really is a nice meshing of our strategies, and we continue to be excited about our partnership.”