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West Corporation

Posted on August 14, 2018 by West Corporation 


13 Roles of Continuous Integration in QA (Quality Assurance)

Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? Read More >

West Corporation

Posted on July 31, 2018 by West Corporation 


IVR Pricing: What’s the Real IVR Cost?

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price. Read More >

West Corporation

Posted on July 2, 2018 by West Corporation 


21 Steps to Get Customers to Love Self-Service

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages. Read More >

West Corporation

Posted on June 20, 2018 by West Corporation 


Cheap, Fast or Good: Which is Most Important?

You can have it cheap, fast or good. Pick two.

Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >

West Corporation

Posted on June 11, 2018 by West Corporation 


How to Power Up CX for Utilities

As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers.

Like all industries, customer expectations of utility providers have changed dramatically in the last decade. People aren’t just looking for the best product or service at the best price anymore. Instead, they want customer experiences (CX) to remember and brands that remember them.

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West Corporation

Posted on June 7, 2018 by West Corporation 


Inside the Journey of a 911 Call

When an emergency strikes, you pick up the phone and call 911. A helpful call taker confirms your address, gets the details of the emergency, and help arrives within minutes. Sounds simple, right?

If you’re dialing 911 from your office, a hotel or a remotely connected softphone, that simple interaction may actually be a pretty complex transaction. It requires multiple systems to integrate and communicate to get you the help you need. West supports the journey of a 911 call from start to finish. Read on to find out what happens behind the scenes and learn about the technologies that enable enterprise 911.
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West Corporation

Posted on May 30, 2018 by West Corporation 


FCC And Congress Respond To Need For Location-Based Routing For Wireless 9-1-1 Calls

Those who serve public safety are especially concerned about the need for improved location accuracy for wireless 9-1-1 callers. Accordingly, on March 23, 2018, the Federal Communications Commission (FCC) adopted a Notice of Inquiry (NOI) in PS Docket 18-64 to examine how to route wireless 9-1-1 calls to the proper 9-1-1 call center more quickly.

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West Corporation

Posted on by West Corporation 


Abandoned 9-1-1 Calls – What is a PSAP to do?

By Grant Milner, Sr. Product Manager

Most people don’t dial 9-1-1 and then hang up. Most people don’t realize that a 9-1-1 abandoned call taxes already limited emergency response and communications resources. Most of the time, when someone dials 9-1-1 for help, it is the worst moment of their life and they need immediate emergency assistance.

Read More >

West Corporation

Posted on May 21, 2018 by West Corporation 


5 Tips to Get Utility Customers Excited About Peak Energy Demand Credits

Peak energy demand credits are great. They put less stress on utility infrastructure, reduce wasted electricity and give many customers a discount on their bill.

But none of those benefits are possible if utility customers don’t know about them. Or just as unfortunate, they know but choose to ignore them. Read More >

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

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