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.
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.
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:
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:
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.
“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