Stop Buying Bundles.
Start Building CX.
Your carrier's "all-in-one" CCaaS bundle isn't an AI strategy—it's a quota. We are supplier-agnostic advisors who audit your stack against your P&L. First, we prove the impact. Then, we build the solution.
AI Call Deflection
Automate and resolve routine inquiries (WISMO, passwords) before they ever reach a human agent.
First Contact Resolution
Smarter routing and AI-Assist get the *right* answer on the first try, boosting CX and loyalty.
Average Handle Time (AHT)
Cut call times by automating after-call work and giving agents real-time answers.
Agnostic Validation
We stress-test the Gartner leaders (NICE, Genesys, Five9, Cisco) against *your* workflows, not their sales decks. We identify the true cost of bundling telco vs. best-in-breed.
Agentic AI Integration
Go beyond chatbots. We deploy AI co-pilots, real-time agent assists, and WEM automation to reduce AHT, boost FCR, and automate after-call work.
The FinOps "Gotcha"
We find the "gotchas" in your carrier contracts. We optimize for high-availability and low-latency, ensuring your CFO and Ops leaders are aligned *before* you sign.
CCaaS Landscape: Automation Breadth vs. Enterprise Readiness
This is our internal map for 2025, focusing on built-in AI. Leaders like NICE and Genesys show massive AI breadth and enterprise scale. Your ideal fit depends on your outcomes, not just the "dot."
Lumen Cloud Voice
Lumen Cloud Voice is a fully managed, cloud-enabled calling and collaboration platform. It enables reliable, secure communications to help keep your employees and customers connected.
ICP 1: Microsoft Teams Calling
Your org runs on Microsoft Teams and needs affordable, reliable PSTN calling. You want simple, predictable pricing.
ICP 2: Resilient SIP Trunking
You need a diverse, secondary carrier path for 911, failover, or a BYOC integration with an existing PBX or CCaaS platform.
ICP 3: Branch & Remote
You support multiple branches and remote workers and want one cloud dial plan and centralized policy.
ICP 4: Voice Foundation
You are modernizing your contact center and need carrier-grade SIP and elastic capacity under NICE or Genesys.
Infrastructure Modernization: POTS Replacement
Compliant LTE/5G for Critical Comms
Carriers are actively decommissioning copper lines (Fire, Elevator, Fax), causing maintenance costs to skyrocket. We deploy a "One Box" solution that converts these legacy analog signals to reliable, fully managed LTE/5G connectivity.
Why this matters now
- Compliance: Certified for NFPA 72, UL 864, and ASME A17.1 standards.
- Reliability: 24-hour battery backup included for always-on life safety.
- Cost: Immediate 20-50% savings vs. legacy carrier copper bills.
Key Certifications
- ✅ Fire Marshal Approved: 50 States
- ✅ Elevator Code: ASME A17.1
- ✅ Healthcare: HIPAA Compliant Fax
- ✅ Failover: Dual SIM + WAN backup
- ✅ Managed: 24/7 Monitoring Included
Common Questions & Architectural Philosophy
"Why shouldn't I just bundle CCaaS with my Carrier?"
Because carriers sell networks, not customer experiences. When you bundle, you often get a generic, "white-labeled" version of a platform (like RingCentral or Genesys) with limited features and slow support. We decouple the **Network** (Lumen Voice) from the **Platform** (NICE/Five9), giving you the best transport and the best features, without the "carrier handcuffs."
"What about our elevators and fire alarms?"
This is the #1 blocker for cloud migrations. You can't move a fire panel to Zoom. That is why we architect a parallel track: high-speed cloud voice for users, and **Lumen Specialty Lines** (or LTE/5G POTS Replacement) for critical analog devices. We solve the "unsexy" infrastructure so your cloud project doesn't stall.
"Why use Industry5 instead of going direct?"
If you go direct to a CCaaS vendor, they will never tell you their weak spots. They will sell you their "AI" even if it's just a basic chatbot. We audit the market against *your* workflows. We know which vendor actually delivers on Agentic AI vs. who just has good marketing. You get the truth, not the brochure.