Communication solutions for
a better customer experience
People are having countless conversations at once and they expect the same attention and immediacy from your brand as they do from one another. They want interaction across various channels — phone, text, chat, Twitter, email, wearables and more — to be smart, fast, reliable and personal. They want to feel recognized and empowered. Connectivity is just the beginning; your customers want to see that you understand their needs and preferences.
Meanwhile, you have jobs to do. Exceptional customer communication is only as valuable as the utility of your product, the reliability of your service or the quality of your care. You need a true partner that understands your industry, connects with your audience and strategically delivers your message using not any and every automated communication solution, but the right ones.
West Interactive Services applies nearly 30 years of experience designing and integrating leading technology for enterprises worldwide to create communication solutions that strengthen customer engagement. Our cloud-based solutions enable secure and seamless interaction across voice, mobile and other channels to increase your productivity and profitability.
When we connect, communication gets smarter. Lives get easier. Business gets better.
The number of unique connections
made in April 2015
West’s suite of cloud-based
A Connected Customer Experience
As customers’ omni-channel expectations rise, West helps anticipate next moves–not just reactions to the unexpected. We improve satisfaction by orchestrating intuitive solutions that incorporate in- and outbound voice, SMS, mobile apps, email, chat and other channels.
IVR & Self-Service
Channels proliferate, expectations change, and Interactive Voice Response (IVR) technology stays at the root of it all to reach, recognize and route customers. West’s platform ensures the customer service core is stable, flexible, secure and continually optimized.
- Scalable platform
- Speech services
- Secure transactions
Proactive Communications & Mobility
People are constantly on the go and interacting with multiple devices. West’s solutions for outbound notifications and SMS enable engagement on the customers’ terms, and often preempt a need for service. Once we identify how user preferences and behavior analytics predict intent, we take the customer experience to the next level.
- Notifications and reminders
- Preference management
- SMS conversations
Cloud Contact Center
Exceptional, multi-channel customer service happens when channels talk with one another. Whatever the contact center environment and in- and outbound needs, our hosted solution provides seamless integration, optimal security and assurance that our clients will be ready for continuous innovation without investing in new infrastructure.
- Multi-channel integration and routing
- Workforce optimization
- Secure transactions
West isn’t just a technology company; we’re also a consultative business partner. From business intelligence and strategy, to UI design and testing, to security measures and network management, our experts create solutions to make a tangible impact on clients’ organizations.
- Network management and security
- User experience design and testing
- Customer journey mapping
- Business intelligence and strategy
- Consumer Services
Pave the Way for a Connected
“We look at the customer journey in five pretty simple steps: First, identify what your desired customer journey looks like… Second, map the customer journey as it is today… Third, identify those gaps between what you desire and what the actual experience is… Fourth, prioritize those gaps… Last, start small.”
-Dan Gordon, SVP Strategy & Development