Nebraska is a long way from Silicon Valley. But that hasn’t stopped West Corp. from undertaking an ambitious digital transformation effort with the help of Pivotal and New Relic.
The Omaha-based company is in the global communications and network infrastructure services business and you’ve almost definitely used its services — even if you didn’t realize it. When you get an automated call letting you know your child’s school is closed due to snow, more than likely the call is powered by West. Have you ever received a reminder email to pick up a prescription at the pharmacy? That was likely thanks to West, too. And in the unfortunate event you need to get ahold of the police or the fire department, you can count on West, which supports more than 70% of the
Transformation and Innovation
The $2 billion company, which has grown both organically and by acquisition since its founding in 1986, is the market leader in many of the segments it plays in. But customer expectations have changed dramatically over the last 30 years.
In order to help companies create a differentiated experience by making it easier for customers to self-serve, West is announcing the release of its Visual Voice solution.
The current pilot program is made possible via LaaSer’s continuing partnership with West’s Safety Services, which includes the VIPER® call handling solution that allows PSAPs to receive Next Generation 911 services such as location, TXT29-1-1® and other i3 compliant data. An essential benefit of LaaSer’s comprehensive answer to PSAP efficiency is its seamless integration with legacy hardware and software; in other words, the user experience for both callers and operators is unaffected.
Provider of patient engagement technology is in the top 50 for two consecutive years.
Business analytics and, specifically, machine learning are turning the proverbial “dating” game between businesses and consumers on its head. Instead of assembling interactions based on preconceived notions about how consumers want to be treated, machine learning enables companies to deliver truly personalized communication based on up-to-the-moment data…
A consistently rewarding customer experience (CX) can only be facilitated with speech-enabled technology through thoughtful planning, rigorous testing and continuous optimization.
Today, the 911 National Emergency Address Database (NEAD) LLC, an independent entity established by CTIA®, announced a major step toward helping first responders locate wireless 911 callers more accurately indoors by selecting West’s Safety Services to develop and operate the NEAD Platform. With a NEAD operator in place, the wireless industry remains on schedule to enhance indoor 911 location accuracy by harnessing commercial technologies.
To earn the type of customer loyalty that engenders repeat business and referrals, every interaction that a company’s agents have with consumers needs to be transparent, simple and helpful. Maintaining absolute security in all transactions is also a necessity.
In order to help companies meet modern customer experience expectations, West is announcing enhancements to its Cloud Contact Center offer for enterprise and midsized businesses.