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  Designed with cloud and on-premises contact centre operations in mind.

Designed with cloud and on-premises contact centre operations in mind.

Cloud Contact Center

Customer experience will overtake price and product as the key brand organsational differentiator by 2020 according to recent research. No matter your business, a positive customer experience can convert into sales. Now more than ever, company success hinges around how you deal with your customers.
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Meeting customer needs and doing it well is becoming a strategic goal for every organisation, yet changing customer behaviours continues to present a challenge, made more challenging by the fact that within a few years digital contacts are expected to overtake voice as the consumer’s preferred communications channel. Keeping pace with customer expectations for an instant, convenient and personalised service via any channel isn’t easy. Siloed organisations, aging technology infrastructures, integrating disparate technologies and dated business processes can get in the way of delivering the experience you know your customers want.


Deliver Service Excellence with West Cloud Contact Centre Options

West Cloud Contact, Cloud Contact Pro and Cloud Contact CE are cloud-based services, so there's no need to buy, maintain or upgrade onsite infrastructure. And you can rest easy thanks to business continuity and disaster recovery features, geographically dispersed global data centres, and 24/7 expert support all working seamlessly to keep your business in business.

Best of both worlds - Hybrid Contact Centre Solution

Forget about "rip out and replace" of your on-premises equipment to move to the cloud. Selecting a hybrid approach in the short term, means you can adopt cloud technologies at a pace that’s right for your organization and business goals. Cloud applications run alongside your existing on-premises systems:

Cloud Contact Centres for the Way You Do Business

Cloud-based contact centres enable you to provide outstanding customer service without the expense of traditional, on-premises contact centre costs. Reap the benefits of a cloud contact centre solution, including:

  • Simultaneously access reporting data and adjust contact flows, and scale services as quickly as you need through an easy to use online portal
  • Easily accommodate predictable seasonal or unanticipated call spikes with unlimited call capacity.
  • Access intelligent, real-time call routing controls and reporting features across multisite contact centres and home-based agents for total transparency of call queues and agent activity.

Inbound, Outbound, Blended Agent and Multichannel Contact Centre

One of the biggest drivers of repeat contacts are consumers picking up the phone because attempts to solve their issue via another channel has failed. Adding multiple contact channels and options without integrated processes will only confuse customers, create more effort and increase company costs. 

West's cloud contact centre options accommodate small inbound formal or informal operations and scale to large global enterprises that require sophisticated outbound, multichannel and call blending capabilities. Whatever the need, West’s cloud contact centre solutions help manage volumes, reduce operational costs, promote agent engagement, and ensure transactional security.

“Our vision has always been to offer unique teleservices solutions through technology. When addressing the complexity of eBay’s customer communications, we looked for best in class technology that could help solve that problem. We challenged the team at West to customize its advanced call flow and dynamic call scripting tools to help us, and they rose to that challenge by delivering technology that allows us to deploy a completely flexible, personalized customer experience with the most qualified agents for the job regardless of their location.”

- Ghen Sugimoto, Chief Marketing Officer, Expert Planet

Ready to learn more? Complete this form to hear from one of our experts on how we can help you reach your global audience.

What are you looking for?

  • Agent Scripting

    Create logical call scripts to guide your agents through simple or more complex customer enquiries, and instantly adjust using West’s “drag and drop” scripting and intuitive web interface alongside your existing back-office system.

  • Contact Flow

    Instantly set up and adjust contact flows that route, queue and treat your customers based on their needs through one visual and seamless management interface

  • Intelligent Call Routing

    Identify contact requests from voice, email, instant messaging and social media channels and intelligently route to the best possible resource

  • Management & Monitoring

    Get real-time visibility of individual and team performance with integrated KPIs as well as standard and custom reports, dashboards and displays that allow you to address issues quickly.

  • Security & Compliance

    Processes and technologies that protects client data, and ensure secure, reliable and robust contact center services in the cloud

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Explore Cloud Contact Centre

  • West Cloud Call Recording

    West Cloud Call Recording provides contact centres with amazing insight and analytics throughout the customer experience. Improve your results today.
  • West Cloud Contact

    West Cloud Contact is a cloud-based service that empowers your call centre staff with a sophisticated set of call handling and reporting tools.
  • West Cloud Contact CE

    West Cloud Contact CE allows you to improve customer service in your enterprise contact centre with Cisco-powered collaboration. Learn more here.
  • West Cloud Contact Pro

    Turbo charge your call centre - inbound or outbound, sales or customer care, voice or multichannel - with the innovative West Cloud Contact Pro.
5yrs
Gartner Magic Quadrant Leader in UCaaS for 5 consecutive years
28B
Supported 28 billion minutes of conferencing last year
89
of Fortune 100 companies rely on West