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Voice Platform

Scalable Voice Platform

Ramping up the infrastructure to support a user-friendly experience doesn’t need to be costly, complex and time-consuming. West’s standards-based platform – backed by high-volume capacity, redundant data centers and an expert team – ensures the utmost stability, security and agility in your fast-paced environment.

1.8M

consumers interact
with West’s voice
platform every day

Stability and Control

Reduce upfront capital and ongoing operational expenditures by building on a time-tested, VoiceXML-certified platform and open APIs. Trust that your platform will always be up-and-running with redundant and geographically dispersed data centers, and a 24/7 network operation center.

Connect via private voice and data links, as well as Virtual Private Networks (VPN), and have the option to conveniently manage applications through an online portal. Enable multi-channel routing, viewing and management with Network Automatic Call Distributor (ACD) and Computer Telephone Integration (CTI).

Scalability

Accommodate business growth, high call volumes and fluctuations with carrier-grade architecture and over 100,000 ports. Manage seasonal or event-based traffic spikes. Integrate seamlessly with multiple inbound and outbound communication channels for intelligent routing across your enterprise and third-party vendors.

Stay up-to-date without having to reinvest in core infrastructure. Support a healthy, iterative lifecycle for new and existing applications, and count on West for platform advancements. Access real-time and historical reports to measure performance and cost-savings.

Authentication and Personalization

Recognize your callers and help them self-identify, using automatic number identification and customer data recognition. Integrate with your customer relationship management (CRM) software and premier third-party databases.

Improve first-call resolution and shorten call duration by retrieving individuals’ information more easily, and providing a more personalized customer experience.

Call Detection and Recording

Detect call progress, voicemail and more, and implement advanced transfer options to improve call containment and future customer conversations.

Gain peace of mind with compliant full-duplex call recording and conferencing, CTI integration for enterprise-wide visibility, and 100% platform monitoring. Ensure compliance with local, state and federal regulations.

Flexible Deployment Options

Manage applications and routing strategies in the way that ideally supports your business needs, with flexible hosting options on the industry’s most mature platform.

Managed IVR
Secure your entire voice platform in the cloud and benefit from expert engineering, application development, speech science and business analytics support. West will build, manage, host and continually improve your voice applications.

Platform as a Service (Paas)
Empower your team with a resilient platform and agile dev environment. Easily integrate tools, network and databases, test your applications in a controlled pre-production space, and reliably manage apps’ health throughout their lifecycles.


West Corporation

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