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Assessing Your Enterprise’s 911 Capabilities

Whenever you make a change to your enterprise communications network, you potentially impact – sometimes critically – your ability to provide 911 support for your users. This document outlines some of the key questions to ask to understand the status of 911 in your enterprise.

10 Rules of Inbound and Outbound Contact Centers

Contact centers have changed over the last several years. They’re no longer just tools to answer phones or call your customers. Today, your contact center plays an important role in your total customer experience strategy.

Inbound or outbound, it’s time to update your contact center to meet modern customer needs. So check out these two checklists to see where you excel and where there’s room to improve.

Champion-Challenger Overview

Champion-challenger is more than A/B testing. Champion-challenger describes the way an existing process, the champion, is routinely tested against one or more alternative approaches, known as the challenger. With well-defined goals, smart design, a robust sample size and other operational considerations, West can optimize all your communication solutions to better meet your specific needs.

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


West Corporation

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