Category: Interactive Services


Posted on November 16, 2016 by Dan Gordon, SVP, Strategy & Development
Source: Speech Technology Magazine

Speech is One Piece of the CX Puzzle

A consistently rewarding customer experience (CX) can only be facilitated with speech-enabled technology through thoughtful planning, rigorous testing and continuous optimization. From navigating town to instantly settling friendly arguments, speech-based technology like Apple’s Siri has permeated our day-to-day lives more than one may have anticipated when interactive voice response (IVR) was mainstreamed
in the 1980s. As a result, the average person’s expectation for automated voice functionality has shifted to a place where anything less than near-human conversation is discounted at square one.

Posted on September 16, 2016 by Smart Customer Service  

West Enhances Its Cloud Contact Center Solution

West, a provider of cloud-based communication applications and services, has enhanced its Cloud Contact Center with the addition of multichannel capabilities, including support for email, web chat, and text messaging; network-based queuing; and inbound and outbound call blending.

Posted on September 8, 2016 by West Corporation  

West Enhances Cloud Contact Center to Bring Customer Service Technology to the Next Level

OMAHA, Neb., September 8, 2016 – In order to help companies meet modern customer experience expectations, West is announcing enhancements to its Cloud Contact Center offer for enterprise and midsized businesses.

West’s Cloud Contact Center is a flexible, multichannel platform designed to boost agent productivity, increase connection rates and build customer relationships. West’s decades of experience managing contact center operations and the acquisition of Magnetic North, Ltd. in 2015 has equipped the company with the ability to improve and scale its Cloud Contact Center solution to provide clients with industry-leading software and managed support. Read More >

West Corporation