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.
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.
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-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:
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