Company News

Company News

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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Posted on July 14, 2016 by Dan Gordon, SVP, Strategy and Development, West Interactive
Source: Energy Central

How the E&U Industry Can Improve Customer Sentiment

Creating a connected customer experience (CX) in the energy and utilities industries calls for equal helpings of connectivity, optimization and orchestration. But many energy and utility (E&U) providers are still perfecting their recipe for delivering satisfactory CX…

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West Corporation