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West Corporation

Posted on November 10, 2017 by West Corporation 


West Salutes Our Veterans

This Veterans Day, we would like to pause to honor our United States Military veterans. Many among us here at West have answered the call to serve in the armed forces and have committed themselves to the values of duty, honor and country. We thank you for your patriotism and willingness to defend the freedoms we enjoy.
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West Corporation

Posted on November 9, 2017 by West Corporation 


5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >

West Corporation

Posted on November 2, 2017 by West Corporation 


4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

By Tyler Weaver, Director of Sales

A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >

West Corporation

Posted on October 31, 2017 by West Corporation 


5 Steps to Creating Proactive Engagement Strategies

By Doug Thompson, Director of Product Management

Customers expect more from their brands than ever before. They’re looking for the products, services or information they want on the channel they want, when they want it. And with texting emerging as the clear channel of choice, strong proactive engagement strategies are more important than ever. Read More >

West Corporation

Posted on October 27, 2017 by West Corporation 


5 Key Steps to Build a Good Bot

By Aaron Fisher, Vice President of Innovation

Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >

West Corporation

Posted on October 19, 2017 by West Corporation 


6 Questions for VoWiFi 911 User Set-Up and Provisioning

By: Marcus Andronici, Principal Sales Engineer

If you’re a telecommunications service provider (TSP) planning to offer WiFi calling, it’s never too early to start thinking about your support for 911. I always encourage our customers to prepare well in advance to help mitigate delays and frustration down the road.

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West Corporation

Posted on October 12, 2017 by West Corporation 


Why Not Make Every Day CX Day? (Plus 5 Tips to Get Started)

By Bruce Pollock, Vice President of Strategic Growth Planning

Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.

CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.

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West Corporation

Posted on October 9, 2017 by West Corporation 


4 Key Features of a VoWiFi 911 Solution

By: Marcus Andronici, Principal Sales Engineer

Handset technology has evolved to the point that WiFi calling can often be a seamless experience for your users (on WiFi-enabled devices). For competitive carriers, VoWiFi is a means to:

  • Move calls off your networks to alleviate data/network demands.
  • Deliver differentiated services to your subscribers and reduce subscriber churn.
  • Provide coverage when and where wireless calls aren’t possible i.e., indoor environments where coverage can be limited.
  • Expand your carrier footprint while reducing roaming costs, thus eliminating the need to put additional roaming agreements in place.

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West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >


West Corporation

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