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Category: Interactive Services


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Posted on July 17, 2017 by Dan Gordon  


West Unveils “Visual Voice” to Improve the Self-Service Experience with Audio-Visual Integration

OMAHA, Neb., July 17, 2017 – In order to help companies create a differentiated experience by making it easier for customers to self-serve, West is announcing the release of its Visual Voice solution.

West’s Visual Voice is a more interactive, multi-channel approach to traditional Interactive Voice Response (IVR) that enhances customers’ overall self-service experience by allowing callers to use their mobile devices to read texts, type responses and navigate mobile web pages and forms, while intelligent IVR simultaneously guides them through every step.

Visual Voice provides a more efficient means of collecting customer data by reducing error rates and customer frustrations tied to IVR alone. Additionally, it presents an opportunity to help streamline customer interactions by making tasks such as keying long number sequences, scheduling appointments, enrolling in programs and making payments easier.

“With Visual Voice’s synchronization, customers can effectively self-serve in a more natural, personalized manner, as a result of visual processing,” said Dan Gordon, SVP of Strategy & Development for Interactive Services. “This improves the end-customers’ comprehension throughout the transaction and perception of their overall experience, as well as business operations, data quality and service results.” West’s Visual Voice solution offers a smarter way to interact:

  • Quicker task-resolution – Provide customers with options for easier self-service via smartphone, without requiring them to transfer, disconnect or speak to live representatives during calls
  • Multi-channel experience – Blend voice instructions with navigable mobile web forms and text messages, all without the hassle of downloading a mobile app
  • Choice and compliance – Easily collect customer preferences in the voice channel and securely enable opt-in compliance
    High-touch, personalized customer experience – Blend IVR, SMS and mobile web to create an intuitive and rewarding customer experience
    About West Corporation

West Corporation is a global provider of communication and network infrastructure solutions. West helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.

For 30 years, West has provided reliable, high-quality voice and data services. West has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America. For more information on West Corporation, please call 1-800-841-9000 or visit www.west.com. For more information about West’s Interactive Services segment, visit www.west.com/interactive.

AT THE COMPANY:
Dan Gordon
402.716.1688
dggordon@west.com

Download the full press release here.

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. From navigating town to instantly settling friendly arguments, speech-based technology like Apple’s Siri has permeated our day-to-day lives more than one may have anticipated when interactive voice response (IVR) was mainstreamed
in the 1980s. As a result, the average person’s expectation for automated voice functionality has shifted to a place where anything less than near-human conversation is discounted at square one.

Posted on September 8, 2016 by West Corporation  


West Enhances Cloud Contact Center to Bring Customer Service Technology to the Next Level

OMAHA, Neb., September 8, 2016 – In order to help companies meet modern customer experience expectations, West is announcing enhancements to its Cloud Contact Center offer for enterprise and midsized businesses.

West’s Cloud Contact Center is a flexible, multichannel platform designed to boost agent productivity, increase connection rates and build customer relationships. West’s decades of experience managing contact center operations and the acquisition of Magnetic North, Ltd. in 2015 has equipped the company with the ability to improve and scale its Cloud Contact Center solution to provide clients with industry-leading software and managed support. Read More >

Posted on September 8, 2016 by Dan Gordon  


West Enhances Its Cloud Contact Center Solution

OMAHA, Neb., September 8, 2016 – In order to help companies meet modern customer experience expectations, West is announcing enhancements to its Cloud Contact Center offer for enterprise and mid-sized businesses.

West’s Cloud Contact Center is a flexible, multichannel platform designed to boost agent productivity, increase connection rates and build customer relationships. West’s decades of experience managing contact center operations and the acquisition of Magnetic North, Ltd. in 2015 has equipped the company with the ability to improve and scale its Cloud Contact Center solution to provide clients with industry-leading software and managed support.

The recent enhancements include the addition of preview, predictive and progressive dialing modes that provide artificial intelligence techniques to manage dialer pacing in real time and call blending so agents no longer have to be tethered to a single type of call. Call blending allows companies to combine inbound service with outbound customer care, effectively eliminating agent idle time.

Other features include prepackaged integrations with third-party CRM software, multichannel survey, web chat, email, quality management, secure payment capture, screen capture and callback. With these additions, West provides its clients with an even greater ability to expand communication channels, thereby enhancing customer convenience and satisfaction.

“These new enhancements are part of West’s ongoing commitment to driving meaningful customer interactions on behalf of our clients,” said Skip Hanson, president of West’s Interactive Services segment. “Our Cloud Contact Center technology is designed to help businesses modernize and personalize their call center experience.”

West’s new Cloud Contact Center solution offers the following benefits:

  • Support, guidance and consultation with strategic focus on business and customer experience objectives—companies invest in a partnership, not just software
  • Professional services, including advanced business analytics, to optimize performance and ROI
  • Strengthened efficiency with integrated inbound, outbound, IVR, call blending and routing
  • Improved customer experience with complex multichannel routing capabilities, including connections with agents based on location or expertise
  • Ability to integrate with existing hardware and software
  • Support for multichannel interactions, including voice, SMS, email and chat, for greater customer choice and personalization
  • Reduced capex with pay-per-minute or pay-per-seat models
  • Access to any number of solutions to round out one’s connected communication ecosystem with a single partner—enabling ongoing evolution, technological innovation and speed to market

About West Corporation
West Corporation is a global provider of communication and network infrastructure solutions. West helps manage or support essential enterprise communications with services that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.

For over 25 years, West has provided reliable, high-quality voice and data services. West serves clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and health care. West has a global organization with sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America. For more information on West Corporation, please call 1-800-841-9000 or visit www.west.com. For more information about West’s Interactive Services segment, visit www.west.com/interactive.

AT THE COMPANY:
Dan Gordon
402.716.1688
dggordon@west.com

Read the full press release here or take a look at our Cloud Contact Center.


West Corporation

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