Channels proliferate, self-service expectations change and interactive voice response technology continues to be an integral part of great customer service. Whether you need managed IVR support or Platform as a Service for your own developers, West’s industry-leading platform ensures that the self-service experience is stable, flexible, secure and continually optimized.
Striking the smart blend of natural language, directed dialogue and DTMF support is a science. West’s expert in-house speech team will design custom applications that help your customers feel like you understand them and quickly provide the answers they need.
West’s Visual Voice solution bridges the gap between the simplicity of IVR self-service and the sophistication of an agent handled call by giving callers the power to read texts, type responses and navigate intuitive visualizations — while IVR guides them along the way.
Strategy and Development
Communication technology and user expectations constantly evolve. Informed by deep experience in your industry and others, our solution specialists will help assess your customer journey to design effective call-flows, implement applications that achieve your goals, and proactively use data to drive incremental improvements.
AVOKE is the only customer experience optimization solution that monitors the full breadth of your customers’ interactions from the moment customers dial until hang up, connecting voice with chat and text interactions for analysis and optimization.