White Papers

Sort By:

West Resources

The Future of Customer Experience Lifecycle Management for Healthcare, Part 2

In Part I of The Future of Customer Experience Lifecycle Management for Healthcare, we examined the need for healthcare organizations to create a continuous interactive customer experience to build lifelong relationships with their customers.

Part II is a detailed analysis of where healthcare organizations may find themselves today along the maturity curve for Customer Experience Lifecycle Management (CXLM). It also examines the challenges inherent in making the leap from each stage to the next, and the solutions needed for healthcare organizations to successfully connect interactions throughout the patient’s journey – a journey that ultimately should increase patient satisfaction, decrease leakage, improve health outcomes, and increase revenue for hospitals, physician groups, health systems, insurers and retail pharmacies.

The Future of Customer Experience Lifecycle Management for Healthcare, Part 1

There is a new urgency for healthcare organizations to adopt commercial strategies around customer experience to accommodate the changing needs of healthcare consumers. Consumers have begun to demand a healthcare experience that is personalized, multichannel and interactive, akin to proactive engagement from vendors in other professional services categories such as banking or telecommunications. As these commercial vendors raise their level of service, consumers are beginning to demand an analogous experience in the healthcare market.

E911 RFP Prep Guide

Your team has been tasked with procuring an E911 solution that will keep your enterprise safe. Where do you start? What information do you need to select the right E911 solution and provider?

Our E911 RFP Prep Guide will help you provide the right information and ask the right question in your RFP, so you can gather the information you need to select the right 911 solution for your enterprise.

For example, to receive accurate responses, your RFP will need to provide answers to the following questions:

  • What are the elements that make up your network infrastructure?
  • Do you need to support any teleworkers? If so, what type of devices do they use?
  • Does your enterprise need to comply with any state legislation?
  • Do you know the type of environment you are implementing E911 in, and how 911 might affect it?

Our complete E911 RFP Prep Guide will help you prepare a well-researched and comprehensive RFP, which is invaluable when selecting an E911 solution for your organization.

Download the guide for additional insights on:

  • Key criteria to help you differentiate between E911 solution offerings.
  • Pitfalls to avoid when evaluating E911 RFP responses.

Proactive Communications: Helping Customers Weather the Storm

When severe weather comes rolling in, customers have little patience for service interruptions and expect outstanding customer service. Utilities are in a unique position to exceed these expectations in an industry where their offerings are not only seen as assets, but everyday “must haves.” Leverage this “storm kit” to immediately boost communications before, during and after a storm.

Selecting an SMS Provider That Meets Your Business Needs

Proactive communication strategies are key in keeping up with consumers’ on-the-move lifestyles, but a variety of factors can make them a real business headache if you aren’t careful. Ensure you have a firm understanding of the relationships behind your SMS/text messages.

How Retail Pharmacies Can Leverage Technology to Meet the Goals of the Triple Aim

This white paper will explore the current business challenges for retail pharmacies, and their opportunities to overcome these hurdles while contributing meaningfully to the goals of the Triple Aim. The paper will describe pharmacies’ current deficits and explore the need for advanced communications tools to leverage pharmacies’ unique domain expertise both in medication adherence and in retail operations. Finally, the paper will outline the specific capabilities retail pharmacies need to bridge the gap to meet current and future healthcare challenges.

West’s Customer Experience Lifecycle Management Maturity Model Flipbook

True Customer Experience Lifecycle Management requires technical infrastructure for self-service, proactive engagement and contact center coordination – plus enterprise-wide orchestration, business intelligence and advanced analytics to make data-driven decisions that inspire, align and guarantee business performance.

This easily digestible flipbook breaks down West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

Guide to Building and Optimizing the Right Automated Voice Solution

While customer attention has shifted to modern digital channels, IVR remains irreplaceable in countless circumstances — even on smartphones. Incorporating speech into your CX arsenal is a logical way to help IVR keep up with rising expectations. But blindly rolling out a sophisticated voice solution can rise more questions than it addresses.

This whitepaper ensures brands are considering everything that goes into creating and optimizing speech solutions that deliver more connected experiences across the entire customer journey.

School and Student Data Privacy Best Practices

Student data privacy is perhaps the hottest topic in K-12 education today. How can schools protect student data privacy as more learning and school management activities take place on digital applications? And how can schools communicate about privacy issues in ways that keep parents properly informed and engaged?

Becoming CIPA Compliant with Google Apps and Office 365


Google Apps for Education and Microsoft Office 365 Education are becoming increasingly popular cloud platforms among schools and districts. Google Apps has over 40 million students, teachers and administrators today – a whopping 300% increase in users since 2010. Schools are thrilled that they can now foster stronger communication and collaboration in and outside the classroom, save on system support costs, and teach their students how to use technology professionally.

As useful and as popular as Google Apps and Office 365 are for learning, they may not be fully compliant with the Children’s Internet Protection Act (CIPA). Schools need to take extra measures beyond a typical Internet filtering system to ensure that they are abiding by this federal law, as there could be severe repercussions for failing to do so. This white paper will explain why Google Apps and Office 365 may not be fully CIPA compliant and present the possible solutions that may help schools gain the benefits of Google Apps or Office 365 while keeping their students protected and achieving CIPA compliance.


Overview of CIPA

The Children’s Internet Protection Act (CIPA) is a federal law that requires all K12 schools and libraries to ensure that their students are protected from pornographic, obscene and other harmful content online. Enacted in 2000 to address concerns about access to inappropriate content over the Internet on school and library computers, CIPA imposes a set of requirements, outlined by the Federal Communications Commission (FCC), that schools and libraries must abide by to be eligible for federal funding or discounts offered by the FCC’s E-Rate program. The FCC states that schools must adopt and implement an “Internet safety policy that includes technology protection measures,” and these measures “must block or filter Internet access to pictures that are (a) obscene; (b) child pornography; or (c) or harmful to minors.” Schools must also ensure “the safety and security of minors when using electronic mail, chat rooms and other forms of direct electronic communications.


Google Apps & Office 365 May Not Be Fully CIPA Compliant

Neither Google nor Microsoft take responsibility for ensuring that their services comply with CIPA. While Google Apps is said to be in compliance with the Children’s Online Privacy Protection Act (COPPA) and the Family Educational Rights and Privacy Act (FERPA), Google does not have any published policies regarding CIPA in its compliance documentation. Microsoft’s regulatory policy, on the other hand, clearly states that “customers must independently assess whether their Internet safety policy complies with CIPA obligations (including technological measures governing web access entirely unrelated to Office 365).”

Google and Microsoft are strong advocates of Internet freedom. For them, providing users across the globe with uncensored access to information takes precedence over meeting the CIPA compliance needs of a relatively narrow US K12 market. This leaves schools solely responsible for implementing appropriate technology measures to ensure student safety and CIPA compliance.