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West Corporation

Posted on August 21, 2017 by West Corporation 


How to Power Up CX for Utilities

By Andrew Dill, Sales Executive for West’s Utilities Team

As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner.

That’s great. But in today’s experience-driven world, it may not be enough to satisfy your customers.

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West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

By Laura Campbell, Product Manager

Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >

West Corporation

Posted on by West Corporation 


The Evolution of 911 and PSAP Data

The information that Public Safety Answering Points (PSAPs) can receive today has come a long way since 911 service first debuted in 1968 (check out nena.org for more information on the origins of 911 service). Back then, the 911 caller was simply connected to the PSAP. This system worked if emergency callers could communicate their emergency and civic address on the phone. However, what happened if the caller in distress could not speak?

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West Corporation

Posted on August 3, 2017 by West Corporation 


5 Keys for Exceptional Customer Experiences

By Michael DeLange, Director of Sales, Customer Experience Strategist

Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments can get someone excited, sure, but they’re just touch-points in the relationship.

The real customer experience (CX) isn’t defined by a single moment. It’s made up of the customer’s perception of the total sum of interactions with a brand – the good, the bad and the utterly forgettable.

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West Corporation

Posted on July 21, 2017 by West Corporation 


Visual IVR Bridges the Customer Service Gap

By David Orwick, Product Development Manager

When it comes to memory, the human brain can be limited. That’s why visual IVR can have big implications for the customer service industry.

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West Corporation

Posted on July 11, 2017 by West Corporation 


Empower your Security Team When an Emergency Strikes

Your security team can play a vital role during an emergency situation; however, they need to be aware that there is an emergency in the enterprise, the nature of the situation, and its precise location. With West’s Desk Alert solution, you’ll empower your security team with tools that help them to be of assistance in ways that were previously impossible.

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West Corporation

Posted on July 6, 2017 by West Corporation 


Overcoming Common GIS Challenges in a Next Generation 9-1-1 System

By Dave Peck, GIS Director

Earlier this month I attended the NENA 2017 conference in San Antonio, Texas. As always, it was a great event to see old friends in the industry and meet new people doing extraordinary work in public safety.

Throughout my many conversations, four challenges emerged as the most common areas where PSAPs seem to struggle with GIS and its role in Next Generation 9-1-1 (NG9-1-1) systems.

The common GIS challenges I heard at NENA 2017:

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West Corporation

Posted on June 15, 2017 by West Corporation 


Behind the Scenes at West’s Emergency Call Relay Center (ECRC)

By: Tricia McConnell, Sr. Marketing Communications Manager

On a Friday afternoon in the Emergency Call Relay Center (ECRC) at West, call volume is steady but manageable. A vehicle collides with a bus, which triggers a 9-1-1 call from the car’s telematics system. A registered nurse from a 24-hour hotline reports a caller complaining of chest pains and nausea. The ECRC call takers identify the location and nature of these emergencies then conduct warm transfers by contacting the appropriate public safety answering point (PSAP) and confirming that the dispatcher and caller can communicate before dropping off.

The mood in the room back in October 2012 was significantly more intense. Then, as Hurricane Sandy surged up the east coast, PSAPs in impacted areas struggled to manage the overwhelming 9-1-1 call volume. The ECRC staff and other West employees worked extended shifts and through scheduled days off to help PSAPs respond to incoming 9-1-1 calls.

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West Corporation

Posted on June 13, 2017 by West Corporation 


Using your IoT Investment to Improve Your Enterprise’s Emergency Responses

The Internet of Things, or IoT, is one of today’s hot topics in tech. IoT will change how enterprises are built and operate internally. While the concept of having different types of devices interconnect and communicate wirelessly seem futuristic, many enterprises are already incorporating IoT sensor devices into their buildings’ infrastructures. As enterprises deepen their investment in IoT, though, many aren’t aware that they can also leverage it for 9-1-1 to improve emergency situation outcomes.

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West Corporation

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