Category: Professional Services


Category: Professional Services
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 June 20, 2016 by West Corporation 


The Unique Recipe for a Connected Customer Experience

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy

Gordon highlights three big moves organizations can make to address this struggle:

  1. Evaluate where you are and where you want to be
  2. Identify gaps in communication between the two
  3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.

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 17, 2016 by West Corporation 


Frost & Sullivan Awards West for Proactive Notifications Product Leadership

West is a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award in the Contact Center Outsourcing IndustryFrost & Sullivan AwardIn the wake of customers’ ever-increasing demand for self-service, mobility and an overall-outstanding customer experience, we are privileged to help brands deliver leading communication technology and winning engagement strategies.

Frost & Sullivan recognized West for innovative multi-channel notifications/alert solutions, clear commitment to building lasting partnerships, and accelerated client growth over the past two years. View the press release here.

They graded West’s overall performance based on a wide variety of criteria such as reliability, performance, design and positioning. West scored an overall rating of 9.00, with the closest competitor trailing at 7.75. Read More >

West Corporation

Posted on January 22, 2016 by West Corporation 


Is Your IVR Out of Shape?

Voice self-service is a lynchpin for most companies’ customer service roadmaps. Optimization strategy can make it exceptional. Having seen the retail industry’s customer service influence across all verticals, we at West have witnessed the importance of evolution firsthand.

The consumer-driven world in which we live has spread the demand for accurate, immediate care when it comes to anything from pizza delivery, to air travel and even to choosing an insurance provider. Retail has set a standard that companies in every industry are being challenged to exceed.

While few would venture to argue against the need to drive an individualized customer experience, it is all-too-easy for brands to neglect helping voice solutions grow beyond their infancy stage.

Yes, we need to create a customer experience that evolves with our customer’s needs. But how does a company shift beyond stating the obvious to moving toward a more finite means of accomplishing customer satisfaction? Read More >

West Corporation

Posted on January 5, 2016 by West Corporation 


Relentless Innovation, Continuous Improvement

Not long ago, the masses reveled at the possibilities of email communication. A decade later, people delighted in sending and receiving easily digestible text messages. Now focus is shifting toward multi-modal interactions and combining communication channels in the exact ways that we want.

Here we are in 2016, still filled with blissful ignorance in regard to what wonders lie ahead technologically. Yet, we are in a different place than ever before in that we have come to expect this sort of continuous improvement in all technological walks of life—especially when it comes to customer service.

Though the layperson doesn’t know exactly how their customer experience is going to improve moving forward, all seem to expect that brands keep up with their increasingly high-paced lifestyles. This is why it is so vital for companies to take on this challenge head on, and address customer concerns before they have even become a reality. We must strive to continuously improve, innovate and optimize.

Easier said than done, right? Nevertheless, staying ahead of your customers and competition is worth the work. During West’s recent Customer Summit, Michael Tchong spoke to the framework needed to “Fuel Innovation.” He broke it down into four basic principles: Read More >

West Corporation

Posted on August 20, 2015 by West Corporation 


How to Prep for Each Decade of Tech

Think back to 2005. If you were up with the tech-times, you may have had one of the very first camera phones in the U.S. and a 4th or 5th generation iPod. It’s possible that you were among the early undergrad Facebook adopters – or, then again, maybe MySpace was more your speed. Meanwhile, YouTube was born.

Any one of us knows first-hand that technology changes fast and we no sooner forget how much our user-expectations have risen.

Fast-forward 10 years: Facebook, now a publicly traded company, has 1.44 billion users (now ages 13+) and over 10,000 employees worldwide. Ninety percent of Americans own a mobile phone, 64 percent of which are smartphones. American Idol, one of the most successful TV shows in history, is gearing up for its farewell season, having captured more than 6 billion viewer votes cast by phone, via SMS/text or online since its debut. And likely many of those same viewers have watched Psy’s “Gangnam Style” on YouTube 2.4 billion times and counting. Read More >

West Corporation

Posted on August 10, 2015 by West Corporation 


How do you connect with 67.2M people?

Just ask companies that partner with West. In the last month alone, they made 293.5 million automated connections with 67.2 million unique customers.

From these quickly resolved inbound calls to the IVR, to proactive voice and SMS/text notifications, customers got information they needed. They got it faster, on the devices they chose, and at the times most convenient for them.

It was easy for these 67.2 million customers to check order status, bill balance and hours of the nearest facility; prescription refill reminders, back-to-school updates, insurance claim progress notifications and severe weather alerts reached them at the perfect moments. These brands know what their audiences want, and used that knowledge to deliver a better customer experience.

But you know your customers, too, so, what’s the difference between their brands and yours? They show it.

Gathering preferences, predicting activity based on historical behaviors, recognizing natural language, relying on customers to provide their information as few times as possible, sharing visibility of customer interactions across multiple channels and business functions, issuing replies at appropriate times, and using data to make continuous improvements…

Intelligently integrated communication solutions can help you show customers that your brand is on their side. You share their sense of urgency, anticipate their needs, and want to engage on their turf. You are there for them and only them. And, along the way, you gain a business ally that helps save your business a boatload of time and money.

Imagine what your brand could do, listening to what your customers are thinking… Watch this video.

As if they’re reading our minds, “Delivering Great Customer Experiences at the Speed of Digital Business” is the theme of this year’s Gartner Customer 360 Summit. West will be there in San Diego, September 9-11th, delivering a presentation with American Express. Be sure to connect with us. #ExperienceConnected

West Corporation

Posted on June 29, 2015 by West Corporation 


Gartner includes West as a Representative Vendor in Market Guide for IVR Systems and Enterprise Voice Portals, 2015

West has been included as a representative vendor in Gartner, Inc.’s “Market Guide for IVR Systems and Enterprise Voice Portals, 2015.”

The Gartner Market Guide addresses ways that communication technology is being used to achieve business objectives, and recognizes vendors that support key standards and functionalities. According to this recent report from Gartner: “Increasingly, enterprises’ IVR plans are being subsumed within a broader self-service and assisted-service strategy. As a result, the integration of IVR with the broader customer service suite is increasingly critical for many enterprises. …”

“The key drivers of the IVR market include: Cost and quality control; Speech technology acceptance; Speech technology advances for natural language and mobility; Human-assisted speech recognition; Omnichannel self-service; Integrated self-service and assisted service; Analytics and business intelligence (BI).”*

“We are honored to be included in Gartner’s Market Guide, amongst seven other representative vendors worldwide,” West Interactive Services President Skip Hanson said. “It is clear that phone-based services remain an important component of companies’ customer care and customer experience strategies. West is proud to deliver a scalable voice platform and deep expertise in speech, cognitive science, data analytics and multi-channel cloud-based communications to help our clients optimize the user-experience and realize meaningful business results.”

West specializes in cloud-based communication solutions that drive a smart, personalized and convenient customer experience, including IVR and self-service, proactive notifications and mobility, cloud contact center and comprehensive professional services. West’s high-capacity and high-availability voice platform can be deployed in a number of ways and integrate with other inbound and outbound communication channels to offer the agility, security and cost savings diverse enterprises demand.

The Gartner Market Guide notes: “The distinction between the traditional, vertically integrated IVR architecture and the disaggregated Voice XML (VXML) portal architecture has disappeared, because nearly all solutions have moved to voice portal architectures. However, the generic term for this type of service remains IVR, even though the solutions themselves have moved well beyond the basic IVR capabilities.”

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About the Gartner Market Guide
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About West
A leading provider of cloud-based customer experience and communication solutions, West Interactive Services empowers enterprises to strategically attract, engage and serve customers on their own terms. Headquartered in Omaha, Nebraska, we have 29 years of experience integrating technology to improve interaction, enhance productivity, increase profitability and exceed customer expectations, with clients in healthcare, education, utilities and commercial industries.

*Gartner, Inc., Market Guide for IVR Systems and Enterprise Voice Portals, 2015, Bern Elliot and Drew Kraus, 28 April 2015.


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