Category: Business

Category: Business
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.

But practically any change to the configuration of your UC system can impact 911. It can critically affect the ability for your users to dial for emergency assistance and get the help they need. Awareness that there is an issue is the first step to resolving the problems around enterprise 911. But once you’ve garnered some awareness of the problem, two more common obstacles tend to pop up.

E911 Obstacle 2: Believing that E911 is Only an Expense

Once you realize that your enterprise’s ability to effectively support E911 for your users is critically affected, it can be easy to get caught up in thinking that 911 is going to add an additional cost to your already strapped IT budget. But did you know that implementing the right E911 solution can actually save your enterprise money? That’s right.

Research assessing West’s 911 solution, conducted by Nemertes Research, found that many organizations were able to save money on their UC expenses after implementing our enterprise 911 solutions. Centralizing 911 call routing with a SIP-based national call routing service can drive down the costs associated with dedicated DIDs for 911 purposes, local trunks and gateways. Deploying 911 automation tools can reduce the resource expenditures associated with manual 911 location management.

E911 Obstacle 3: Getting Caught Up in Single Vendor Solutions

Now that you’ve determined you need an E911 solution, and are optimistic that implementing a solution can have a positive impact on your bottom line, you need to make sure you don’t get trapped by the third and final obstacle: getting caught up in single vendor solutions.

There are a variety of 911 solutions on the market that can meet some of your enterprise’s 911 requirements. But beware: many of these solutions can only support a single platform. So while the price tag might be attractive, the reality is that you may end up with a patchwork, piecemeal solution that only partially supports your deployment and limits your ability to implement additional UC technologies in the future.

Your IT team’s time is already stretched managing the various UC vendors your enterprise has deployed, both on-site and in the cloud. 911 shouldn’t pile on to this administrative load. When you evaluate your 911 solution options, make sure you look for a vendor-agnostic option that can support various UC architectures. This way, you won’t end up with more on your plate than you had bargained for.

The three common obstacles we see enterprises face when it comes to 911 can be intimidating at first. With the right 911 solution partner, you can easily overcome these hurdles without compromising the safety of your users or the integrity of your UC network. Contact our team today to learn how we can help you to make sure your own 911 house is in order.

West Corporation

Posted on November 20, 2017 by West Corporation 

West Earns Top Marks in 2018 Corporate Equality Index

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation. West joins the ranks of many other major U.S. businesses which also earned top marks this year.
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West Corporation

Posted on November 10, 2017 by West Corporation 

West Salutes Our Veterans

This Veterans Day, we would like to pause to honor our United States Military veterans. Many among us here at West have answered the call to serve in the armed forces and have committed themselves to the values of duty, honor and country. We thank you for your patriotism and willingness to defend the freedoms we enjoy.
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West Corporation

Posted on February 21, 2017 by West Corporation 

How Thoughtful Communication Helped Tackle a Hurricane

Utility customers not only crave solutions for more reliable communication, but desperately need them. So when Hurricane Matthew tracked across Florida, a major utility partnered with West to provide the instant peace-of-mind their customers sought. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, they employed a number of communication strategies to ensure every customer’s voice was heard. When all was said and done, they successfully automated around 34,000 inbound calls, placed 2.3 million proactive outbound calls and saved $1 million along the way.

Download this case study to learn more about this Florida utility company’s success during Hurricane Matthew. Read More >

West Corporation

Posted on June 29, 2016 by West Corporation 

Cooking up Customer Loyalty

Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.

Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >

West Corporation

Posted on April 20, 2016 by West Corporation 

The Value of a Connected Utility Customer Experience

By Doug Thompson, Director of Product Management and Development, West Interactive

The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.

We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >

West Corporation

Posted on April 12, 2016 by West Corporation 

West’s IVR Recognized as Best in Industry by CRM

West is honored to receive the 2016 CRM Service Winner Award for Interactive Voice Response (IVR). Dedicated to helping clients facilitate more rewarding customer interactions, West views IVR as the backbone for a complete, well-rounded multi-channel customer experience. We are proud to deliver a sturdy foundation for more connected communication. Read More >

West Corporation

Posted on March 23, 2016 by West Corporation 

Best Place to Work for YP’s: West

By Jen Rychly, Media Coordinator – West Corporation

On Friday, March 11, 2016, it was publicly announced that West Corporation had been selected as one the recipients of the 2016 Bubbler Awards: Wisconsin’s Best Places to Work for Young Professionals. The Bubbler Awards create an opportunity for companies to showcase the strides they’ve made toward accommodating the needs and interests of a shifting new workforce – Millennials.

This award holds a great deal of meaning for West. Selection was not random or based on luck. Our own employees felt confident that West is the best place to work and took the time to fill out a nomination form.

This speaks volumes as we strive to ensure that West’s culture is inclusive and inviting, and that our offices create an environment that our employees are excited to work at. Read More >

West Corporation

Posted on March 3, 2016 by West Corporation 

Add Big Data Skills to your Arsenal of Tools

by Jen Rychly, Media Coordinator – West Corporation

Recently, two executives within West Corporation were featured in CIO, a publication geared toward IT professionals. The latest issue details an up-and-coming trend that is becoming more common among information technology organizations. West is among one of the leading technology companies using online training. Clearly, online training doesn’t replace a formal education, but for those looking to expand or simply begin working on their big data skillset–online training is a perfect place to start.

Acquiring the big data skillset

Due to rapidly evolving technology, it’s often challenging for organizations to acquire the “perfect” candidate with all the necessary skillsets needed to perform to expectations, particularly in big data. Even when they think they have the right fit, the skills needed today may become passé tomorrow. By offering online training courses, West ensures our employees are up to speed on the vital skills needed in today’s fast-moving tech world. Read More >

West Corporation

Posted on February 12, 2016 by West Corporation 

Roses are Red, the PC is Through?

Ah, Valentine’s Day. The time of year that masses of eligible singles sit at home with pints of ice cream on-hand, scrolling through nauseatingly romantic pictures in their Facebook and Instagram feeds. With each refresh comes a feeling of satisfied envy. Satisfied being the key word.

Not long ago, such Internet scrolling transitioned from mouse wheel to persistent thumb. Robert Cringley recently posted an article detailing this evolution and why a computer in our pocket trumps one at a desk.

Sitting at a desktop with Ben and Jerry’s just doesn’t paint the same picture of self-pity as a mobile device, a couch and Sleepless in Seattle in the background. It’s strangely satisfying self-pity because it’s where we want it and how we want it.

Our mobile devices are part of us; when we wear our hearts on our sleeves, smartphones are waiting in our palms to pick up the pieces. Like a best friend, they are there at all hours, ready to swoop in wherever help’s needed.

When the couch gets monotonous and a private Valentine’s Day getaway is in order, companies in every industry are fueling the peoples’ demand for mobility by: Read More >

West Corporation