West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. Recognizing the major role the contact center plays in a company’s customer experience and bottom line, West designed its contact center offering with the intent to connect interactions across multiple channels, boost agent productivity, increase connection rates and build long-term brand advocates.
Greg Ablett, a senior vice president at West, explores the vast customer experience (CX) opportunities that machine learning is opening up in the competitive, security-centric world of banking in his guest blog post for ABA Bank Marketing:
“Machine learning has great potential to improve the CX at today’s banks by taking advantage of the data already at their disposal. When deployed correctly, this technology can predict and actively address customer questions and concerns before they arise. As a result, customers can dodge common annoyances like navigating unwieldy banking websites or complex phone support menus. Let’s look at interactive voice response (IVR) as an example…”
Olympic athletes like Michael Phelps or Usain Bolt make their respective talents seem simply effortless don’t they? The reality is that the world’s best honed their crafts through lifetimes of dedication. But they all started somewhere.
When a shirt doesn’t fit quite right, or the cable bill is steeper than in the past, customers expect reliable communication to rectify the inconvenience. But what if a person’s well-being depended on a brand’s ability to deliver timely interactions? Often, keeping customers connected is not only a luxury, but a necessity.
That was the case when a devastating flood hit West Virginia and an entire community was left without power and easy access to the pharmacies on which they relied for essential prescriptions. In the midst of this disaster, one pharmacy opened a mobile pharmacy to ensure folks in need were able to get their medications. Read More >
Every brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.
It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.
Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >
On November 2, 2015, West Corporation announced the acquisition of Magnetic North, Ltd., a leading U.K.-based provider of proprietary hosted customer contact center and unified communications solutions to enterprises.
For nearly 30 years, we have been dedicated to delivering new solutions, new capabilities and new choices that enable brands and their customers to connect – whenever and however they choose. Streamlining technology platforms, applications and services to achieve optimal performance is a hallmark of our business. As Magnetic North becomes part of West, we will be even better positioned to help our clients deliver exceptional customer experiences across diverse channels, devices and geographies.
They say you can’t do it alone, and this is so true in business. Partners who share a mutual interest drive productivity, innovation and a spirit of growth. Critical to West Interactive’s success over our 20-plus years have been such partnerships. We at West Interactive are thrilled to have joined the Sonus Partner Assure Program.
Not only have we transformed our business using Sonus Network Technology, but we also have been using it to help our clients transform their businesses as well. At West Interactive, we bring a unique perspective to customers — as a user and reseller of Sonus solutions. As one of the largest Sonus enterprise session border controller (SBC) networks in North America, West Interactive has experience navigating SBC deployments and a deep understanding of the critical role SBCs serve in protecting and securing today’s networks.
West Interactive specializes in providing industry-leading multichannel customer contact solutions that are uniquely applied to each industry, each market and each customer. With increased adoption of Session Initiation Protocol (SIP) trunking and unified communications (UC), West Interactive can now provide its customers with a highly scalable and reliable SBC from Sonus to ensure network security and resiliency. Sonus SBCs are purpose-built for the demands of SIP-based communications and feature-rich applications like UC and video across enterprise networks.
Sonus Partner Assure provides enterprise communications resellers, distributors and solution providers with a comprehensive, turnkey program to enable SIP transformations for enterprise customers. Enterprises working with a certified Sonus Select Partner can be confident that their needs will be addressed in a capable, professional manner to help enterprises achieve business and communications objectives.
The past year has been quite a success for the West Interactive and Sonus partnership, with significant Sonus projects helping six of our newest customers. Not to mention the continued investment that West Interactive makes in our own Sonus environment. We value this great partnership and look forward to continued success as part of the Sonus Partner Assure Program.