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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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Posted on September 16, 2016 by Smart Customer Service  


West Enhances Its Cloud Contact Center Solution

West, a provider of cloud-based communication applications and services, has enhanced its Cloud Contact Center with the addition of multichannel capabilities, including support for email, web chat, and text messaging; network-based queuing; and inbound and outbound call blending.

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Posted on August 23, 2016 by Greg Ablett, SVP, West Interactive Services
Source: ABA Bank Marketing
 


Machine Learning for Better CX

Banking and financial services companies have made significant strides towards creating more personal user experiences. But in an industry where competition for customers’ attention is fierce—yet information security is of the utmost concern—evolving to keep up with expectations for choice, convenience and control requires thoughtful investments in how data is consumed and applied…

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Posted on August 17, 2016 by SchoolMessenger  


West’s Education Group Applauds FCC Action

SCOTTS VALLEY, CA, August 8, 2016 — West Corporation, a leading provider of technology-enabled communications services, today applauded Federal Communications Commission (FCC) action that grants broad exceptions for many school-related and emergency communications to parents and guardians under the Telephone Consumer Protection Act (TCPA).

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West Corporation

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