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West Corporation

Posted on May 14, 2018 by West Corporation 


Summer Prep: 3 Best Uses of Inbound Communication Tools for Utilities

Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.

Inbound communication tools for utilities are really no different than tools used in other industries. They include solutions like chatbots, contact center software, interactive voice response (IVR), webchat, email, web portals and more. So you may already be quite familiar with these tools and just need some guidance on how to get more from them. Read More >

West Corporation

Posted on May 9, 2018 by West Corporation 


West’s 50 Influential People in 911

Mary Boyd, VP of Government and Regulatory Affairs

The first 911 call placed on February 16, 1968 marked a turning point for our country. More importantly, however, the 911 ecosystem that we take for granted would not be possible without the contributions of an extraordinary group of men and woman who have dedicated their careers to saving lives.

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West Corporation

Posted on April 30, 2018 by West Corporation 


How to Create a Better Healthcare Patient Experience

By now, you’ve heard that millennials are paying more for experiences and that customer experience will be the driving factor for the majority of businesses in the next few years. But does that hold true for healthcare, too?

In recent years, patients often elect to receive healthcare through mobile apps, outpatient treatment and clinics instead of hospitals, according to Modern Healthcare. That’s driven heavily by cost and changes to insurance, but it opens the door to a larger shift. Read More >

West Corporation

Posted on April 26, 2018 by West Corporation 


Q&A: The Revolution of Wireless 911 Location Technologies

By John Snapp, VP of Technology

Earlier this month, I presented to carriers and PSAPs about new solutions that promise a better location earlier in the 9-1-1 call flow. I also spoke about the methodology and results from West’s location testing and trials with Google’s Android-based ELS (handset-initiated location).

The following addresses the questions I wasn’t able to respond to during the live event.

Q: We received many similar questions around the timing and availability of the wireless 9-1-1 location technologies discussed. Many asked, when will these solutions be made available? How soon will PSAPs start to benefit from the improved location? What are the potential implementation impacts to carriers and PSAPs?

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West Corporation

Posted on April 17, 2018 by West Corporation 


The Top Three E911 Obstacles Facing Enterprises

When we talk to enterprises about 911, we often hear about the E911 obstacles they face to making sure they can provide appropriate support to their users in a crisis. From roadblocks around awareness, to cost concerns, to management burden, the top three obstacles to enterprise 911 arise again and again in our conversations. Fortunately, enterprises can overcome these obstacles.

E911 Obstacle 1: Not Knowing that E911 is Broken

Perhaps the first obstacle enterprises face when it comes to 911, is knowing that they have a problem to begin with. When embarking on a transition to Unified Communications (UC), or implementing softphones, or adding another UC system to the mix, there are literally thousands of factors your IT team is considering. It’s easy to lose 911 in the shuffle.

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West Corporation

Posted on April 12, 2018 by West Corporation 


Substation Automation: The Best Way to Track Employee Check Ins

By Chandler Harrison, Account Development Executive

For today’s utility companies, keeping the power on is the most important consideration in substation management. But with more substations to run and increased demand from customers, saving time and money is more important than ever. So utilities turn to substation automation. Read More >

West Corporation

Posted on March 26, 2018 by West Corporation 


5 Key Customer Experience Factors To Fix Within Your Business

Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments excite us, sure. But they’re just touch points in the relationship.

Real customer experience is not defined by a single moment. It’s made up of the person’s view of the total sum of interactions with a brand. The good, the bad and the utterly forgettable.

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West Corporation

Posted on March 1, 2018 by West Corporation 


What is E911 and Why Should My Enterprise Care?

Enhanced 911, or E911, is a technology that allows for the automatic delivery of a 911 caller’s location in addition to their phone number with their 911 call. When a call taker at a Public Safety Answering Point (PSAP) receives a 911 call, they know where the caller is and where to send help because that caller’s location is displayed right on their screen. This is particularly critical in those emergencies where a caller can’t speak: medical emergencies, emergencies in progress, etc. The question is, do businesses need to pay special attention to how E911 functions in the enterprise?

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West Corporation

Posted on February 27, 2018 by West Corporation 


Call Center vs. Contact Center: 7 Key Differences

By Julie Wajda, Product Development Manager

Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake.

The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass. Read More >


West Corporation

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