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.
CRM Media recognized West for its sophisticated speech recognition systems, layered with rich Natural Language capabilities. CRM also attributed much of West’s success to a variety of well-timed and swiftly executed strategic business decisions, including divesting its agent services business. Click here to read CRM’s full write-up.
CRM graded West on a variety of factors including reputation for depth of functionality and reputation for customer satisfaction, scoring West at 4.0 and a 3.9 respectively on a 5-point scale. (Here is a rundown their grading process.)
As a newcomer to the leaderboard in 2015, CRM highlighted West’s jump to the number one spot in 2016. Their complete graph is below:
It’s no secret that continually evolving technology is driving an ever-growing customer demand for more reliable and convenient methods of communication with brands. Although the need to cater to a customer’s taste for more refined mobile interactions is undeniably crucial, it’s even more important to build from an unfaltering tried-and-true.
When in doubt, a customer will reach for the phone for quick answers. West is proud to have provided the best overall IVR platform in the past year, and we look forward to continuing to help brands build even stronger customer bonds in the years to come. We greatly appreciate our partners’ everyday efforts that make wins like this possible, and thank CRM Media for this humbling recognition.
West was also a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award for our innovative proactive notifications suite. Read more here.