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  Take customer interactions from standard to outstanding.

Take customer interactions from standard to outstanding.

Cloud Contact Centres: A Win-Win for You and Your Customer

Today’s savvy consumers and a competitive marketplace require an increased emphasis on improving customer interactions. Count on our highly scalable cloud contact centre solutions to deliver better customer service with a robust feature set, such as intelligent call routing, dynamic scripting, predictive dialing, CRM integration, and variety of recording and reporting options.

  • Boost agent productivity, increase contact rates and build better customer relationships 
  • Design diverse call flows for customer acquisition, service, retention and collections          
  • Take advantage of advanced options for compliancy and workforce optimisation 

Cloud Contact Centres for the Way You Do Business

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

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

West Cloud ContactCloud 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 24/7/365 expert support.


Inbound, Outbound and Multichannel Call Centre Capabilities

Today's omnichannel customer service experience needs a contact centre solution that can keep the pace. West's cloud contact centre options accommodate small inbound operations and scale to large global enterprises that require sophisticated outbound, multichannel and call blending capabilities. Whatever the need, West’s hosted contact centre solutions help manage volumes, reduce operational costs, promote agent engagement, and ensure transactional security. 

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“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, Capario

West Cloud Contact

  • Inbound call center functionality
  • Call flow management tools
  • Multimedia queuing
  • Real-time monitoring & reporting
  • Salesforce.com integration

West Cloud Contact Pro

  • Inbound, Outbound & Blended agent functionality
  • Multichannel: email, web chat, social media
  • IVR, intelligent routing, & dynamic scripting
  • Workforce management option
  • PCI compliant call recording

West Cloud Contact CE

  • Combines voice, video, web, email and video
  • Workforce management, quality monitoring and assurance
  • Extensive reporting and dashboards
  • CRM integration
  • Incorporates Cisco HCS for Contact Centre

Explore Contact Centre

Narrow Your Choices
  • Cisco Jabber

    Empower your entire workforce to connect from anywhere, anytime with enterprise voice, video and messaging.
  • 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.
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