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West Corporation

Posted on January 7, 2018 by West Corporation 


VoWiFi 911 and Application of Proximity Check

By: Marcus Andronici, Principal Sales Engineer

In recent blogs, we talked about the key components of a VoWiFi 911 solution, as well as VoWiFi user set-up and provisioning. Now I’m going to explore a specific VoWiFi 911 call feature: proximity check.

Wireless location has historically been derived from the cell tower and VoIP location from the subscriber’s pre-provisioned address. However, because of advancements in location-based technology with today’s mobile handsets, it’s now possible to acquire and utilize latitude/longitude (X/Y) directly from a 911 caller’s device.

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West Corporation

Posted on January 3, 2018 by West Corporation 


How to Build a Single Customer View

By David Orwick, Product Development Manager

As competition rises in every industry, customers choose brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience.

For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer. Read More >

West Corporation

Posted on December 20, 2017 by West Corporation 


Enterprise E911 Regulations Explained

Mary Boyd
VP of Government & Regulatory Affairs

Emergency communications have improved exponentially since the first 911 call nearly 50 years ago. However, some features of our present day enterprise communications technology has placed users of this service at a disadvantage when it comes to 911. The flexible nature of multi-line telephone systems (MLTS) can cross many public safety jurisdictional boundaries. This creates problems during emergency situations calls when valuable accurate caller location information and call back capabilities are not made available to public safety entities.

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West Corporation

Posted on December 18, 2017 by West Corporation 


13 Benefits of a Pilot Project Before Buying

By Peter Wulfraat, Vice President of Sales

Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?

So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >

West Corporation

Posted on December 12, 2017 by West Corporation 


15 Stats That Show How Mobile Shopping is Shaking Up Retail

By Emily Bannick, Director of Client Services

Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.

Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >

West Corporation

Posted on December 5, 2017 by West Corporation 


4 Ways to Reduce Call Volume with SMS

By Andrew Dill, Sales Executive, Utilities

Most companies want to provide good customer service, but every second someone spends on the phone costs money. So businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).

Fortunately, there’s an option that both improves CX and lets you reduce call volume, and it’s located in nearly everyone’s pocket: SMS texting. Read More >

West Corporation

Posted on November 30, 2017 by West Corporation 


3 Benefits of a Managed SMS Provider You May Not Have Considered

By Molly Slater, Sales Engineer

If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?

The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider. Read More >

West Corporation

Posted on November 20, 2017 by West Corporation 


West Earns Top Marks in 2018 Corporate Equality Index

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation. West joins the ranks of many other major U.S. businesses which also earned top marks this year.
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West Corporation

Posted on by West Corporation 


The Importance of Identifiable E911 Locations for First Responders

Someone in distress, unable to speak, dials 911 from their VoIP system at the office. The Public Safety Answering Point (PSAP) receives the call with the following E911 location information: 123 Main Street, Marketing department, port 16. The PSAP then transmits the location data to first responders. However, once on-site, the emergency team finds a campus that consists of numerous multi-story buildings. Where is the Marketing department, and where is the location of port 16? First responders spend seconds, if not minutes, trying to pinpoint the precise location of the caller.

PSAPs need to transmit location information in a format that first responders can easily identify and understand. When seconds count and emergency teams need to find a person requiring immediate assistance, they simply don’t have time to figure out the location of a port or department within an enterprise’s facility.
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West Corporation

Posted on November 16, 2017 by West Corporation 


5 Steps to Optimize Customer Experience in 2018

By Dan Gordon, Senior Vice President of Strategy and Development

It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
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West Corporation

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