Telecom & Wireless

Deliver a Better Communication Experience for Telco and Wireless Customers

Your customers want the latest technology, the most comprehensive plans, freedom to help themselves, and helpful service anytime, anywhere.

Competition for their attention and wallet-share grows by the day, and they are ready to take the next best offer at a moment’s notice. You need automated self-service and proactive communication solutions to deliver a consistent, intuitive experience that’s undoubtedly worth their loyalty.

West has decades of experience customizing multi-channel solutions that address specific hurdles in the telecom customer’s journey and drive cost-saving, revenue-boosting efficiencies in the contact center. Professional services covering everything from compliance monitoring to data analysis ensure that your cloud-based technologies and services continue to rise to the challenges of industry regulations and subscriber expectations.

• Streamline account activation, mobile phone registration and other self-service tasks with IVR containment 
• Automate welcome calls, payment reminders and account updates to deflect calls from your contact center 
• Simplify customer authentication to spare users the time and hassle of repeating personal information 
• Increase payments and collections revenue – and transaction security 
• Ensure compliance with industry, local and federal regulations
• Engage customers in natural, ongoing text conversation on their preferred devices
• Customize interaction according to the preferences of multiple users on an account
• Provide contact center agents the information they need to solve customer issues and improve efficiency with sophisticated multi-channel integration 
• Streamline communication among representatives in the contact center and out in the field
• Analyze data to optimize campaigns, empowering agents to focus on complex needs and high-risk customers 

Make it easy to activate, pay and add services. Achieve quicker task-resolution. Minimize cost of care as you boost customer retention and lifetime value.