Company News

Company News

Posted on October 6, 2017 by Jeff Kelly
Source: Built to Adapt

Frequent Iteration is the Antidote to Monolithic, Big Bet Software Projects

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.

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Posted on June 5, 2017 by LaaSer Critical Communications, LLC
Source: PR Newswire

LaaSer Critical Communications Announces Year-Long Pilot Program With ChatComm to Demonstrate Lifesaving 911 Caller Location Technology

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.

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Posted on January 6, 2017 by Greg Ablett, SVP Utilities and Business Support
Source: Data Informed

The Dynamic Future of Customer Service: How Machine Learning Will (Finally) Make Business Personal

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…

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Posted on November 16, 2016 by Dan Gordon, SVP, Strategy & Development
Source: Speech Technology Magazine

Speech is One Piece of the CX Puzzle

A consistently rewarding customer experience (CX) can only be facilitated with speech-enabled technology through thoughtful planning, rigorous testing and continuous optimization.

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Posted on October 5, 2016 by Sawanobori
Source: GSN Magazine

Major milestone reached in effort to pinpoint wireless 911 calls from buildings

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.

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