Cloud Contact Center

Cloud Contact Center

Cloud Contact Center Solutions Designed with You in Mind

Digital interaction is expected to surpass voice as the preferred method of contact center engagement. Understanding and managing the customer journey across multiple channels is becoming a major challenge for many organizations as highlighted in West’s recent contact center research The State of Customer Experience 2017.
West’s cloud contact center solutions allow you to keep pace with changing customer behaviors:

  • Our feature-rich, multichannel and fully managed contact centre solution Cloud Contact Pro is ideal for large scale, complex contact center deployments requiring extensive integration and customization.
  • Ideal for inbound contact center campaigns Cloud Contact comes with inbuilt call flow and advanced call handling, CRM integration, real-time monitoring and reporting capabilities.
  • Cloud Contact CE incorporates a complete suite of Cisco-based cloud communications and collaboration solutions as well as CRM integration, workforce management, real-time monitoring and reporting features.

“What puts West over the top is their customer service. We have requested a number of enhancements and they always come through. Our approach to business is to provide world-class customer service. In my experience, West meets that standard as well.”

— Joe Victorino, EDI Manager,

West Cloud Call Recording

With West Cloud Call Recording you can capture every customer interaction within your contact center, including voice and screen content. Calls are transparently recorded and stored for as long as you need and because the solution is cloud-based, there’s no capex, no long lead time, and no complex installation or hardware required. Cloud Call Recording works seamlessly with West Cloud Contact Pro and plugs into all major CRM systems, including Microsoft Dynamics and, enabling you to easily manage recordings from within the customer record.

West Cloud Contact

West Cloud Contact puts you in total control of call routing across our enterprise to ensure that incoming callers reach the resources best able to meet their requirements – first time, every time. Delivered as a cloud-based application, Cloud Contact’s on-demand nature provides a scalable, flexible solution with sophisticated call routing capabilities. Comprehensive features include call flow management tools, monitoring, reporting, contact center management, agent desktop client and integration.

Woman on the phone
West Cloud Contact CE

Cloud Contact CE enables seamless interaction with customers no matter whether it’s voice, web, email, social or video. Cloud Contact CE incorporates Cisco’s Hosted Collaboration Solution (HCS) for Contact Center. It pairs well with VoiceMaxx CE, West’s enterprise voice solution which includes Cisco HCS. Workforce management, quality monitoring and assurance, extensive reporting and dashboards, and CRM integration are some of the must-have features that this solution provides.

West Cloud Contact Pro

Delight your customers and empower your call center agents with a flexible inbound, outbound or fully blended cloud contact center solution. West Cloud Contact Pro offers multichannel capabilities combined with powerful dashboard analytics and reporting to improve contact center productivity and enhance customer care. Build diverse call flows for customer acquisition, service, retention and collections, and take advantage of optional features such as workflow management to deliver great service and superior value.