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West Resources

Mutual Assistance Routing System (MARS)

Mutual assistance is a cornerstone of the utility industry. Until now, it has been used by operations for line crews, equipment and other resources related to actual restoration efforts. West’s Mutual Assistance Routing System (MARS) makes it possible for utilities to use the same principles for customer service. With MARS, utilities can assist each other with agent-answered calls, transfer outage calls to CSRs with industry knowledge and experience and be ready to assist with just 30 minutes of training.

Check out how MARS has helped industry leaders when things didn’t go according to plan.

Natural Disaster Management

West is dedicated to providing the best service possible to our customers, even in the most dire and unpredictable circumstances. On any day, we base decisions affecting our network connections on the best possible information available, always informed by policy. When the situation is precarious, we follow the same approach – preplanned, preemptive protocols, tried and tested – to meet any challenge.

Prescription Refill Customer Journey Map

From symptoms to diagnosis to treatment to management, every customer is well into his or her journey before reaching a pharmacy. Still, it’s important for retail pharmacies to make prescription adherence easy, convenient and mobile for every customer, no matter where they’re at in their journey.

Check out this graphic to discover some key touch points to be aware of, as well as some best practices when communicating your message. With proactive messaging on the right channels and at the right time, pharmacies can deliver a truly connected experience.

Power Metrics Data Sheet

DISCOVER POWER METRICS™ BY WEST

Learn which reporting solution best suits your needs – Power Metrics Basic for PSAPs with nine positions or less or Power Metrics Advanced for larger PSAPs or for region-wide intelligence.

How does your proactive engagement strategy affect CX?

Outbound communication, like sending SMS notifications, is a major factor in creating exceptional customer experiences. Use this checklist to evaluate your proactive engagement strategy and assess the kind of CX it probably provides.

OTT29-1-1 Voice

OTT29-1-1 West Safety Services is a hosted solution delivering industry-leading E9-1-1 call routing services for over-the-top OTT) application providers.

E911 Phase I/II Services

How Connected is Your Organization?

Use this brief survey to discover where your CX is exceeding expectations … and where it may be falling flat. Rank your organizational functions based on six factors:

  • How your customers rate experiences with your brand
  • Organizational functions
  • Proactive engagement strategies
  • Your ecosystem of communication technology
  • Expert data analysis
  • And correlation of CX measures with operations and profitability across the enterprise

Security Desk Routing and Notifications – International

West offers four key security desk routing and notification features for 911 as part of its Emergency Gateway (EGW) appliance: security desk call monitoring, security desk call delivery, email crisis alerts, and automatic screen pops. (more…)

SMS Assistant: Texting with an Agent

Customers love texting because it’s convenient. Businesses love it because it’s cheap. So in complex cases where automation doesn’t quite suffice, don’t just reach for the phone. Use SMS Assistant to offer customers both the agent assistance they’re looking for and keep them in the lower-cost channel they prefer.


West Corporation

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