Proactive Notifications & Mobility

Proactive Notifications & Mobility

CONSISTENTLY EngagE Customers – WHERE They Are, How They Choose

Customers are constantly on-the-go and interacting with multiple devices at once. They want you to be a step ahead of their needs on channels most familiar to them. Waiting for their call doesn’t always cut it – and it often costs more.

Rules of conversation are also in perpetual flux, so it isn’t easy to stay compliant and deliver consistently meaningful results.

Proactive multi-channel communication tools empower enterprises to reach out in real time, generate stronger engagement and yield productive returns. By learning user preferences and behavior, you can personalize automated notifications to deliver exactly what they want, right when and where they want it.

West takes a unified approach to inbound and outbound interaction to help you anticipate customer needs and put choice and convenience in their control. Decades of experience shape a scalable cloud-based environment, multi-channel technology, smart strategy and intuitive campaign management tools that will enable you to say: You connect. You deliver.

Frost & Sullivan Recognizes West’s Innovative Proactive Notifications Suite, with a Best Practices Award for Product Leadership in the North American Contact Center Industry

Multi-channel Notifications

Proactive appointment reminders, billpay notifications and shipping confirmations put users in control and minds at ease. Inbound care costs go down, while customer satisfaction scores go up. Supported by ongoing innovation and business intelligence, West’s leading notifications platform is a stable core for your highly integrated, multi-modal customer experience.

SMS/Text Conversations

When customers get a text message, it’s only natural to respond. And they need a path to answers when they’ve exhausted mobile search. West’s conversational SMS solutions enable two-way automation, natural language recognition and agent-assisted SMS to ensure that your brand responds in a helpful, timely manner with far less expense than one-on-one phone-based service.

Campaign Administration

Design, schedule and send thousands of targeted outbound messages at once, or deliver ad hoc alerts when needs arise. Whether its most important to your business to have prompt access to data reports or have the ability to record and send messages from your desktop in a matter of minutes, West has you covered.

Preference Management

Your customers want what they want when they want it. West’s preference management solution offers user-friendly account administration and enterprise-wide visibility to focus on service line, message type, account user, channel, time of day or other variables pertinent to your business.


The first standalone substation tracking application of its kind, SubTrac is changing the way utility control centers operate. SubTrac is a cloud-based texting application that helps utilities take control of field personnel transparency.

Strategy and Support

Ever-changing regulations are one of the biggest hurdles to effective proactive communication. West’s professional experts in customer journey analysis, data analytics and all relevant compliance measures ensure the confidence you’ll need to get your message to customers and use new information to continuously improve your campaign strategy.

Communications Hub
Communications Hub

With consumer expectations changing from one year to the next, you need to understand what customers want, what channels they’re using and how effective your current solutions are at meeting their needs. Communications Hub puts all that information in one place, regardless of how many solutions you have or which technology vendors supplied them.