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.
CRM recognized West for the depth of its Cloud Contact Center’s functionality and addition of multichannel capabilities, network-based queuing, and preview, predictive, and progressive dialing modes that provide artificial intelligence to manage dialer pacing in real time. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up.
CRM graded West on a variety of factors including depth of functionality and reputation for customer satisfaction. Click here for a full rundown of their scoring process.
As customer expectations for seamless communication continue to rise, the benefits of moving away from on-premises solutions and to the cloud cannot be overstated for many organizations. West is proud to be able to help companies modernize their CX ecosystems, and look forward to continuing to evolve in step with the technology people touch daily. West greatly appreciates CRM Media’s recognition of our excellence in Contact Center Infrastructure.
West was also the proud recipient of the 2016 CRM Service Winner Award for Interactive Voice Response (IVR). Read more here.