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West Resources

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.

Power Locate Data Sheet

Power Locate helps call takers identify the location of dropped, abandoned or misrouted calls.

SubTrac Overview

Eliminate uncertainty around substation check-ins and check-outs, and increase control center efficiency. Learn how SubTrac can help your utility monitor and manage field staff presence at substations.

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.


West Corporation

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