Posted on December 7, 2016 by West Corporation  

Directed Dialog vs. Natural Language

Although Directed Dialog and Natural Language applications are both powerful speech solutions, they are not interchangeable. This quick guide will teach you how to distinguish between them…

Posted on December 7, 2016 by West Corporation  

When to Use Natural Language (NL) – and When to Avoid It

Used strategically, NL is a major tool in one’s IVR design arsenal that can decrease call duration, improve call containment and more accurately route customers. Conversely, it can be a waste of company time and energy without proper forethought.

Posted on December 7, 2016 by West Corporation  

Understanding and Managing the Speech Application Lifecycle

Speech-enabled automation can make a brand’s overall customer experience ecosystem more effective, but only if the technology is applied strategically. Understand what goes into making a speech application succeed from Day One and beyond.

Posted on December 7, 2016 by West Corporation  

The “5 W’s” of Speech Tuning

Your customers don’t sit still and neither should your IVR. Work with a strategic partner to optimize your IVR system regularly and drive an efficient and effective customer experience that evolves with your customers.

Posted on December 7, 2016 by West Corporation  

Checklist: Aligning with the Right Speech Partner

By leaning on the consultation of an experienced IVR partner, you can more easily identify the gaps in your current customer experience and select the speech applications that best address them – minimizing project risk and maximizing ROI.

Posted on December 7, 2016 by West Corporation  

Things to Consider Before Introducing Speech Science to Your IVR

As the phone call remains a clear communication staple for customers in every industry, many brands are turning to speech. But the sophisticated nature of automated voice solutions requires that companies stop and develop a game plan before implementation.

Posted on October 27, 2016 by West Corporation  

Data Security Tools for the Trade: CallGuard

The United Kingdom’s largest supplier of trade tools, plumbing, electrical, bathrooms and kitchen fixtures needed to ensure the utmost security for tens of thousands of orders shipped each week. CallGuard offered the ideal hosted solution to support completely secure phone payments and excellent customer service through on-site and remote-working agents alike.

Posted on October 14, 2016 by West Corporation  

West’s Customer Experience Lifecycle Management Maturity Model Flipbook

True Customer Experience Lifecycle Management requires technical infrastructure for self-service, proactive engagement and contact center coordination – plus enterprise-wide orchestration, business intelligence and advanced analytics to make data-driven decisions that inspire, align and guarantee business performance.

This easily digestible flipbook breaks down West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

Posted on October 13, 2016 by West Corporation  

Guide to Building and Optimizing the Right Automated Voice Solution

While customer attention has shifted to modern digital channels, IVR remains irreplaceable in countless circumstances — even on smartphones. Incorporating speech into your CX arsenal is a logical way to help IVR keep up with rising expectations. But blindly rolling out a sophisticated voice solution can rise more questions than it addresses.

This whitepaper ensures brands are considering everything that goes into creating and optimizing speech solutions that deliver more connected experiences across the entire customer journey.

West Corporation