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West Resources

TXT29-1-1 Web Fact Sheet

Hundreds of PSAPs and Carriers across the U.S. have come to rely upon the robust technology of West’s TXT29-1-1® text messaging services.

DID Overview

Learn more about West’s DID solution.

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. So what steps can your brand take to stay ahead?

This article by Greg Ablett appeared on Data Informed’s web page.

Directed Dialog vs. Natural Language

Although Directed Dialog and Natural Language applications are both powerful speech solutions, they are not interchangeable. This quick guide will teach you how to distinguish between them…

When to Use Natural Language (NL) – and When to Avoid It

Used strategically, NL is a major tool in one’s IVR design arsenal that can decrease call duration, improve call containment and more accurately route customers. Conversely, it can be a waste of company time and energy without proper forethought.

Understanding and Managing the Speech Application Lifecycle

Speech-enabled automation can make a brand’s overall customer experience ecosystem more effective, but only if the technology is applied strategically. Understand what goes into making a speech application succeed from Day One and beyond.

The “5 W’s” of Speech Tuning

Your customers don’t sit still and neither should your IVR. Work with a strategic partner to optimize your IVR system regularly and drive an efficient and effective customer experience that evolves with your customers.

Checklist: Aligning with the Right Speech Partner

By leaning on the consultation of an experienced IVR partner, you can more easily identify the gaps in your current customer experience and select the speech applications that best address them – minimizing project risk and maximizing ROI.

Things to Consider Before Introducing Speech Science to Your IVR

As the phone call remains a clear communication staple for customers in every industry, many brands are turning to speech. But the sophisticated nature of automated voice solutions requires that companies stop and develop a game plan before implementation.

3 Quick Tips to Help Customers Weather the Storm

When severe weather comes rolling in and outages occur, panicked customers expect communication that’s as reliable, immediate and effective as their utilities. These three quick tips can help any utility company exceed customer demand before, during and after the storm.


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