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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

Introduction

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.

Three Simple Ways to Improve School-to-Home Communications

Strong relationships are built upon strong communication. Whether it’s with a spouse, family member, or friend, the ability to communicate well can make or break any relationship. The same is true for our school systems. Students,teachers, staff, parents, and local residents all need to feel that they are engaged members of the school community and that they have the best information possible.
An effective school-to-home communications plan is multifaceted and complex. Ensuring that all stakeholders receive the best, most complete information on a channel that meets their needs can be a challenge. However, no matter what the plan, there is always room for improvement. Here are three ways to improve any communications plan to enhance relationships and build engagement with all education community members.

West’s Customer Experience Lifecycle Management Maturity Model

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 whitepaper details West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

White Paper: Six Communication Best Practices for Transitional Care Management

Learn which six communication best practices are at the heart of every thriving TCM program, including key strategies and tactics for enabling robust communication throughout the continuum of care; complying with CMS’ TCM guidelines; and the role of automation in patient outreach and improved provider workflow.

State-by-State E911 Legislation Summary Download

Does your state have E911 legislation? What about the other states where your enterprise operates? We did the heavy lifting for you, consolidating all state E911 legislations in a single location, with excerpts from and links to the legislations.

States with E911 Legislation

We recommend that you download this state E911 legislation document if your enterprise operates in any of the following states:

  • Alaska
  • Arkansas
  • Colorado
  • Connecticut
  • Florida
  • Illinois
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • New Hampshire
  • Oklahoma
  • Pennsylvania
  • Tennessee
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Washington

The State-by-State E911 Legislation Summary has been compiled by West, and contains text extracted from state E911 legislation as available online. It is current as of November 2, 2017; this document is not intended to replace your local and state authorities and legal advisors, and West recommends that you work with them to determine how your organization can best comply with the applicable E911 regulations.

E911 UCaaS Solution for Cisco Hosted Collaboration Solution (HCS)

Many enterprises today are making the strategic decision to move their Unified Communications capabilities to the cloud with HCS, Cisco’s UC as a Service (UCaaS) offering. (more…)

A Guide to Solving Wireless Unified Communications (UC) E911 Challenges

The enterprise is going wireless, and your on-site security desk staff needs the tools to be able to quickly locate employees in the event of an emergency call. Unified Communications (UC) clients deployed on wireless devices are proliferating across the enterprise, and voice departments are increasingly deploying desk phones that connect to the network via Wi-Fi. Your UC tools and E911 solution must work together seamlessly to ensure that security desk personnel can quickly locate employees during emergencies.

Download the Guide

This At-a-Glance reviews the challenges that on-site security desk personnel face when trying to locate wireless emergency callers within enterprise campus environments. It covers the main location determination methodologies employed by technology solutions on the market today, to help you to determine which option is most effective for your network and wireless devices.


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