Automate contact, improve customer experience and reduce reliance on agents
Office 365 Cloud PBX CCE

With a resilient voice platform and the right combination of applications, routing and speech services, West ensures First Contact Resolution and reduced costs to serve by successfully automating more calls, improving customer experience and reducing reliance on agents.

Long-term proactive notifications strategies reduce inbound call volumes, and increase profitability West’s cloud-based, highly-available platform allows you to automate messaging, send real-time, interactive and personalized alerts and notifications across multiple channels. West work in partnership with you to identify and anticipate customers’ and employees’ needs by utilizing a preference management interface that puts the customer or employee in charge of their communication experience. Coupled with a web-based campaign management tool that gives you the control to automate campaigns and plan your outreach strategy, at your convenience.

Office 365 Cloud PBX CCE

With the ability to integrate third party solutions, West’s suite of services include:

  • Automated voice messages
  • Advanced Speech Recognition
  • Text-to-speech
  • 1-way and 2-way text messaging
  • Agent assisted text chat
  • Chat bots
  • End-to-end IVR solution management
  • Comprehensive reporting capabilities
  • Ability to handle peak traffic
  • Advanced reporting