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West Corporation

Posted on February 19, 2013 by West Corporation 


Do You Speak Story?

In our first video blog post, West Interactive’s Doug Sasse discusses how storytelling can enhance your business communications.

West Corporation

Posted on February 18, 2013 by West Corporation 


911 Enable Participating at Inaugural Lync Conference

Lync Conference 2013The inaugural Lync Conference kicks off tomorrow, and 911 Enable is pleased to announce it will be participating as a Silver Sponsor. Lync Conference brings together the best and brightest Lync professionals – from Microsoft Partners and MVPs to Lync Developers, Consultants, Support Engineers and customers – to learn, share and interact.

This year’s sold-out conference takes place February 19-21 at the Hotel del Coronado in San Diego, CA. If you’re planning to attend, make sure to visit us in Booth K3 to learn more about our unique solutions for Lync. To learn more, read the press release.

West Corporation

Posted on February 15, 2013 by West Corporation 


Do Your Customers Trust Your IVR System?

Click the icon to listen to the audio blog.

West Interactive’s Jim Milroy offers tips for IVR personalization that will help your customers trust your IVR system.

West Corporation

Posted on February 14, 2013 by West Corporation 


Consider Automation When Regulations Require More Calls

Financial and insurance companies have a multitude of regulations to follow based on the legislative acts passed in recent years. Regulations now require companies to disclose account information that in the past has not been shared with consumers. Or, in some cases, companies are required to ensure that they have done due diligence to talk to a consumer or consumer’s relative regarding an account before they can take an action such as to closing the account, charging a fee, or taking the account to a collections agency. A lot of times these disclosures cause the consumer confusion and lead them to call the company. And, more calls equals more costs. Read More >

West Corporation

Posted on February 5, 2013 by West Corporation 


First Trade Show in 2013: IT Expo East

IT ExpoIT Expo in Miami Beach marks the beginning of the trade show season for us at 911 Enable, and is always a highlight on the calendar. This year’s show proved to be no exception, with service providers from across North America congregating at the Miami Beach Convention Center to learn about the latest innovations in the world of VoIP, and find solutions for the issues facing their networks.

911 Enable at IT ExpoAs the only E911 provider at the show, we noticed that emergency calling was a hot topic for many of the attendees; whether they were establishing VoIP services for the first time or looking to improve upon their existing E911 solution, we answered a steady stream of questions from “What exactly IS E911?” to “How can I solve my specific E911 problem…” Hopefully, those who came by our booth left with a better understanding of how to address the unique E911 challenges they face, and learned that E911 solutions can be easy and cost-effective to deploy and maintain.

One of the highlights of the show for us was receiving the IT Expo Best of Show Award for Best Service Provider Solution. This honor was given to our E911 management solution for UC as a Service (UCaaS) providers, the Emergency Gateway (EGW). The EGW simplifies E911 provisioning and management and speeds time to deployment, allowing UCaaS providers to ensure accurate E911 functionality can be easily implemented and maintained. To learn more about our award-winning solution for UCaaS, visit www.911enable.com/ucaas.

If you couldn’t make it to IT Expo, you can always contact us via phone (877-862-2835) or email with your questions about E911 for your hosted multi-tenant VoIP, UCaaS, SIP trunking, or residential VoIP phone service – we’d be happy to help!

West Corporation

Posted on January 30, 2013 by West Corporation 


911 Enable Advances to Preferred Solution Developer Partner Status within the Cisco Developer Network

Preferred_Solution_Developer (2)911 Enable is pleased to announce it has been promoted to the Preferred Solution Developer Partner level within the Cisco Developer Network (CDN). This invitation-only level of membership is the highest tier within the program, and is limited to developers who have worked closely with Cisco to deliver enhanced solutions that deliver greater interoperability with Cisco networking solutions. 911 Enable is proud to work with Cisco at this elite level, with a demonstrated commitment to collaborating with Cisco and a proven track record of gaining market traction and addressing customers’ business needs. Our solutions regularly undergo Interoperability Verification Testing with the latest innovations from Cisco, ensuring they can be easily integrated with any Cisco deployment.

To learn more about 911 Enable and Cisco:

West Corporation

Posted on January 17, 2013 by West Corporation 


4 Types of Caller Behavior at Open-Ended Prompts

Today, more and more IVR speech recognition applications begin with an open-ended prompt supported by a large statistical language model (SLM) grammar. The prompt invites callers to speak a short phrase describing what they want. For example, “Thank you for calling State Bank. How can I help you? You can say things like, ‘What’s my balance?’ or ‘Where can I find an ATM?’ Now, tell me what you’re calling about.” At West, we find that responses fall into four general categories: Read More >

West Corporation

Posted on January 15, 2013 by West Corporation 


3 Ways Customer Service Is Changing in a Mobile World

We all know that smartphones are changing many industries. From books and periodicals to music and media, the landscape is changing. But have you stopped to think about how your customer service contact center needs to change to fit into this increasingly mobile world? Here are three of the biggest changes the industry has seen in the last few years:

1. More complex call types are being routed to the contact center.

Customers demand self-service options, and most of the simple calls can be handled by an app, through the company website or through an automated IVR system. What remains to be routed to the contact centers are the complex situations that require human intervention to resolve. It’s less likely that a customer will call to ask how much their bill is. It’s more likely that a billing call will relate to disputed charges, confusion on pricing, or a request for credit or deferred payment.

These more complex call types require more research, more back-and-forth discussion with customers, and better judgment on the part of the customer service agent to find the right solution. Since typical training generally focuses on the most common call types, we’re seeing training lengths increase significantly as the complexity of the call intensifies. Additionally, average handle times go up as the more simple call types are filtered out and more demanding call types remain.

Your overall costs may not go up (it’s cheaper to send easier transactions to the Web or an app, and you can reduce your overall headcount), but recognize your investment in training length needs to increase to support these changes, and old average handle time targets may no longer apply.

2. Customer satisfaction results need to be received and managed in near-real time.

Just a few years ago, it was standard to teach agents that a customer who had a negative experience may tell 10 to 20 of their friends about it. With social media, as soon as a customer hangs up with you, they can use the device they called you on to let their Facebook friends and Twitter followers know about it. Their reach isn’t contained to a small circle of friends and family. Now, hundreds or thousands of friends or followers will know about the experience.

Because of this, companies today are abandoning the traditional quality assurance programs where agents are evaluated a handful of times each month. Instead, they are investing with partners that give near-real-time feedback from the voice of the customer. Post-call surveys that immediately gauge satisfaction levels are invaluable to help keep the image of your brand intact.

3. Adjust your recruitment and hiring processes.

With more complex call types and the need for ensuring a call experience that protects your brand image, you need to take a look at your recruiting and hiring processes and make sure you’re keeping up with the times. Companies are no longer hiring people capable of conducting a transaction; they need to be capable of an interaction. Traditional call flows are gone with many of these more complex calls, and agents today must be empowered to do what’s right for the customer and the business. Good judgment skills, ownership of an issue to conclusion and an empathetic tone are all required for success. But how do you screen applicants for that?

We’ve tested our successful employees on a number of behavioral points for benchmarking that can then be used to predict the success of our applicants. With increased training lengths, this is an investment you can’t afford to not make.

The expectations of a contact center are changing in today’s mobile world, and companies need to be ready to meet those changes. We’ve worked with our clients to adapt hiring, training and voice-of-the-customer feedback tools to make us ready for the challenges of a 21st century call center.

 

West Corporation

Posted on January 14, 2013 by West Corporation 


Big Data: Size Does Matter

Data shapes the world. It tells us all sorts of interesting things. It helps us plan, it helps us make decisions and it tells us what’s right and what’s wrong with a business. But are businesses really making the most use of their data?

There are many types of data out there. Transactional (or dynamic) data is generated or modified by the systems that are used for transactional or operational purposes, such as a cash register or an ATM. Closer to home, an IVR application or a Web page could be considered transactional systems. Customers interact with them and execute various tasks.

Examples of transactional data include what a caller said, what options they pressed, how much they owe and how they paid. Each of these events could be tied to a date, time and even a part of the world they are calling from.

Another flavor of data is analytical data. Analytical data provides the business intelligence that allows organizations to make key decisions. This type of data is often stored in enterprise data warehouses and data marts and is optimized for decision support. An example of analytical data is identifying how many people own red two-door cars in any major U.S. cities starting with the letter “M.” A more practical example is identifying the ratio of people who prefer Android to iOS and then organizing them by demographics such as sex, location or age.

The point is that data is everywhere, and if you were able to acquire the right data, it could  make you competent enough to confidently run your business and help others run their businesses. This is how the buzz term “big data” got started. Let’s get some big data and all our problems will be solved, right? Wrong. It is easy to get sucked into the hype of big data or even get overwhelmed by it.

Three Data Characteristics

According to Wikipedia, “Big data is a term applied to data sets whose size is beyond the ability of commonly used software tools to capture, manage and process the data within a tolerable elapsed time.” Most of the data out there is unstructured, epic in volume and grows at an exponential rate – all qualities that make it quite challenging and costly to manage. But if you can organize this data, then you have a leg up on the competition.

According to the big data report by the McKinsey Global Institute, “If U.S. health care were to use big data creatively and effectively to drive efficiency and quality, [then] the sector could create more than $300 billion in value every year. Two-thirds of that would be in the form of reducing U.S. health care expenditure by about 8 percent.”

The following are typical big data characteristics:

  • Volume: Massive quantities of data that require extremely intense analysis and lots of hardware.
  • Variety: Data is not organized, is not simple and is not just text. It could come in the form of audio, video and even imagery.
  • Velocity: The data comes quick and requires fast processing.

Because of these qualities, it is becoming challenging to store the data and become savvy enough to handle it. The data comes from various sources and can be unstructured and difficult to query out of traditional relational databases and even data warehouses. There is also the security aspect of maintaining big data. With all that data being captured, it is even more important to make sure data is secure. Again, with the right plan, it is possible to reap the benefits of big data. But how do you know if your company is ready for it?

Fortunately, there are experts out there who have already gone through this exercise and provide a guideline for evaluating the feasibility of adopting big data (Forrester). And, with West’s expertise and partnerships, it is safe to say that we are a big data expert.

 

West Corporation

Posted on January 11, 2013 by West Corporation 


Milestones, or just pebbles along the way…

Having been part of the 9-1-1 industry since 1985 (you do the math) there have been a lot of huge developments that have impacted the industry. Lots of people nowadays move from one career to another, following a web-like career path across multiple industries, geographies, and professional levels. My own path has stayed close to the major branch that is public safety/emergency communications, even though I’ve branched out toward quality standards, compliance and business controls along the way.

When I got my first 9-1-1 position, the first day on the job I received a huge stack of green-bar computer printouts of all the MSAGs for the entire county. It was about 5 inches thick with maybe 60 street and address ranges listed on each page. My first task was to verify the data was correct, which involved checking in with 42 community Fire departments, then discovering 50,000 unaddressed structures in the county, and launching an addressing program that was not met with much enthusiasm by the farmers and ranchers surrounding the metropolitan area.  I attended lots of pot-luck suppers as I tried to explain how 9-1-1 would work to the rural residents of Tarrant County, TX!

We didn’t have laptops back then, and did everything on paper. So when I titled this article, I was really thinking about the huge technical challenges that we faced and overcame – Milestones – that now just look like bumps in the road in retrospect. The most technical acronyms I threw around back in 1985 were POTS, MSAG, ALI and ESN. My oldest son once asked me when his cousin, NENA, would come to visit him. Now there is an entire library of terms that are tossed about everyday!  We have come so far with 9-1-1 technology in a relatively short time!

Here’s my list of milestones that now resemble mere pebbles along the roadway.

Rural Address conversion – that was a big one in the 1980’s!  It’s not unusual to see five and six number addresses along the back roads nowadays, and lots more street signs!  We 9-1-1ers have definitely impacted the landscape. Along the way, we might have even impacted the tax roles as every structure with an address was included in the updated “9-1-1” database, which doubled as a mailing address for tax bills to be sent to.

PBX or private switch systems – there were campuses with private phone systems that operated with extensions and no address information at all. We had to figure out how to identify the location of each extension, which was tied to the phone system with a hard wire on a desk or in a dorm room at the time. We created an addressing scheme for Dallas International Airport where none had existed before.

Cell phones – my first one was a 5 pound brick, but my first exposure to a mobile was a built-in car console – it was really a radio and was connected to the car’s battery power and had a huge antenna attached to the car trunk. It had a curly cord and a rotary dial on the handset!  Of course, I was just a child when I experienced this sight, but it made me so hopeful for the future and all the amazing things we would have available in my lifetime. Now we have all that futuristic equipment, except for flying cars, and with the technology came a whole new type of 9-1-1 system. We had to locate those unconnected devices and display them on maps so we could send the right responders to them!  Huge change came along with this technology advance. Our ground-breaking project in 1996 in Houston, TX, was a live demonstration of wireless location and number display – we lovingly referred to it as pseudo-ALI, or PALI, and a whole bunch of new acronyms came out of it. In the rear-view mirror, that is so far behind us and left so many body parts on the side of the road, it’s amazing that we stuck with it!

Web based information – the phone companies used to publish directories of all the phone numbers in alphabetical order. These were giant tissue paper books that we received free of charge each year, which doubled as child seat lifts at the dinner table. Most families only had one number you could call, rather than one per person plus the home phone and multiple computers for each member of the household. Now, you can go on-line and look up just about anyone, anywhere and use your cell phone’s internet access to do it. We can also hook up our computers to make phone calls using Voice over Internet, or VoIP. This was another 9-1-1 hurdle – connecting computers to 9-1-1 wherever they might be located at the moment.

Texting – Who can live without it anymore?  It keeps us all connected, and people want to be able to text 9-1-1, as well they should. This is a boon for the deaf community, and a true lifesaver for anyone in a compromised position that needs to reach 9-1-1. 9-1-1 is in our pockets nowadays. The products and services of the industry had to come up with a way to meet every telecommunications advance that comes through the door – I guess there will always be a reason to do what we do!


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