By Jay Harris, Senior Director of Client Operations
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.
But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >
By Chandler Harrison, Account Development Executive
Despite your best intentions, things don’t always go according to plan. Those moments threaten the brand image you’ve worked hard to create, making a good incident response plan crucial. Read More >
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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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 >
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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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 >
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 >
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 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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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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