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3 Things to Know Before Sending an Automated Call or Text

When done responsibly, automated text or phone messages play an important role in customer experience strategy. But if you’re not careful, a short message could turn into a long-lasting headache. Make sure to ask these three questions before pressing “send.”

TXT29-1-1® by Intrado

Texting to 9-1-1 is now a reality. There are several products available in the marketplace. Intrado offers full-service solutions for both Integrated and web applications. TXT29-1-1 by West remains alone in the ability to transfer to anyone. That’s right – TXT29-1-1 has been tested and tried and deployed in hundreds of PSAPs nationwide – all have the ability to transfer to any other PSAP without opening another browser or interfering with text calls.

Guide to Wireless 9-1-1 Location for PSAPs

MapSAG MapFlex Integration Fact Sheet

West’s MapSAG and MapFlex GIS products bridge the gap between GIS Data Editor and GIS Data User. Seamless integration provides for simple and accurate GIS data updates from MapSAG to MapFlex. Closing the loop with Discrepancy Management, the MapFlex user can quickly and easily inform the GIS data editor using MapSAG of needed changes to the data. Changes can then be quickly updated in the data and provided with the MapSAG-to- MapFlex update.

10 Rules of Inbound and Outbound Contact Centers

Contact centers have changed over the last several years. They’re no longer just tools to answer phones or call your customers. Today, your contact center plays an important role in your total customer experience strategy.

Inbound or outbound, it’s time to update your contact center to meet modern customer needs. So check out these two checklists to see where you excel and where there’s room to improve.

Mutual Assistance Routing System (MARS)

Mutual assistance is a cornerstone of the utility industry. Until now, it has been used by operations for line crews, equipment and other resources related to actual restoration efforts. West’s Mutual Assistance Routing System (MARS) makes it possible for utilities to use the same principles for customer service. With MARS, utilities can assist each other with agent-answered calls, transfer outage calls to CSRs with industry knowledge and experience and be ready to assist with just 30 minutes of training.

Check out how MARS has helped industry leaders when things didn’t go according to plan.

Natural Disaster Management

West is dedicated to providing the best service possible to our customers, even in the most dire and unpredictable circumstances. On any day, we base decisions affecting our network connections on the best possible information available, always informed by policy. When the situation is precarious, we follow the same approach – preplanned, preemptive protocols, tried and tested – to meet any challenge.

Prescription Refill Customer Journey Map

From symptoms to diagnosis to treatment to management, every customer is well into his or her journey before reaching a pharmacy. Still, it’s important for retail pharmacies to make prescription adherence easy, convenient and mobile for every customer, no matter where they’re at in their journey.

Check out this graphic to discover some key touch points to be aware of, as well as some best practices when communicating your message. With proactive messaging on the right channels and at the right time, pharmacies can deliver a truly connected experience.

Power Metrics Data Sheet

DISCOVER POWER METRICS™ BY Intrado

Learn which reporting solution best suits your needs – Power Metrics Basic for PSAPs with nine positions or less or Power Metrics Advanced for larger PSAPs or for region-wide intelligence.

How does your proactive engagement strategy affect CX?

Outbound communication, like sending SMS notifications, is a major factor in creating exceptional customer experiences. Use this checklist to evaluate your proactive engagement strategy and assess the kind of CX it probably provides.


Intrado

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