Data Sheets/Brochures

Data Sheets/Brochures

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West Resources

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.

Communications Hub Overview

Giving you one platform to manage all your solutions, Communications Hub is your single source for CX truth. To keep up with today’s customer, enterprises rely on multiple programs, platforms and technology vendors to deliver a variety of communications. But an amalgamation of software makes it difficult to gain a holistic view of a customer’s journey. As a result, companies often struggle to send timely, relevant communications that resonate from channel to channel.

Communications Hub aggregates disparate communications, regardless of technology vendor, to provide a 360-degree view of the customer across every channel.

6 Step Process for NextGen9-1-1 GIS Data Readiness

6 Step Process for NextGen9-1-1 GIS Data Readiness

Connecting with Utility Customers

With an industry benchmark of 68/100, municipal energy and utility (E&U) companies remain among the worst industries for customer happiness. Though every E&U company faces unique challenges, the underlying problem is not being able to create a connected customer experience (CX).

To provide the individualized CX people now demand, company leaders must identify weak spots in their current environment and take a proactive approach to remedy shortcomings.

Compliance Solutions for Voice and Text

The Telephone Consumer Protection Act (TCPA) was passed by Congress in 1991 to, among other things, regulate the use of auto-dialers and prerecorded messages. The act was designed to safeguard consumer privacy. The FCC has clarified text messages are also covered by the TCPA Rules. It is crucial covered entities understand and comply with TCPA.

While managing TCPA compliance can be cumbersome for any company, West offers a number of solutions to confidently satisfy requirements and support your customers, in line with industry best practices.

Insight Survey Overview

As your partner, West not only helps collect customer feedback but also layers it with other data insights. We can determine how best to apply the results to differentiate your customer experience and improve business outcomes.

IP Phone Tracking for E911

West’s automatic IP phone tracking E911 solution, Emergency Gateway (EGW), helps organizations automate IP phone management to keep user 911 location information accurate and up-to-date. (more…)

Transitional Data Management Services

Visual Voice Overview

A more interactive approach to traditional IVR, Visual Voice enhances customers’ overall self-service experience by allowing callers to use their mobile phone to read texts, type responses and navigate intuitive visualizations simultaneously, all while intelligent IVR guides them every step of the way.