Meeting customer needs -- and doing it well -- is becoming a strategic goal for every organization. However, changing customer behaviors present a challenge. With digital contact expected to overtake voice as the consumer’s preferred communications channel, keeping up with customer expectations for instant, convenient and personalized service via any channel isn’t easy. Siloed organizations, aging infrastructure, disparate technologies and dated business processes can get in the way of delivering the experience your customers want. West can help.

Deliver Service Excellence with West Cloud Contact Center 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 centers, and 24/7 expert support -- all working seamlessly to keep your business in business.

With a Hybrid Approach You Can Forget About Rip and Replace

Selecting a hybrid contact center approach means you can adopt cloud technologies at a pace that’s right for your organization and business goals. Cloud applications that can run alongside your existing on-premises systems include:

• Call routing software
• Customer Relationship Management (CRM) systems
• Workforce Management Software
• Call recording software and
• IVR systems

Cloud Contact Centers for the Way You Do Business

Cloud-based contact centers enable you to provide outstanding customer service without the expense of traditional, on-premises contact center costs. Reap the benefits of a cloud contact center 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
• Leverage intelligent, real-time call routing controls and reporting features across multisite contact centers and home-based agents for total transparency of call queues and agent activity

Inbound, Outbound, Blended Agent and Multichannel Contact Center

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 center 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 center solutions help manage volumes, reduce operational costs, promote agent engagement, and ensure transactional security in your call center.