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

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

Cloud Contact Center

A positive customer experience can convert into sales. In fact, CX is on pace to overtake price and product as the top key competitive differentiator. Now more than ever, success hinges on how you interact with your customers.
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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:

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.

“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.

What are you looking for?

  • Agent Scripting

    Create logical call scripts to guide your agents through simple or more complex customer inquiries, 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 Center

  • West Cloud Contact Pro

    Turbo charge your call center operations, whether inbound or outbound, sales or customer care, voice or multichannel - with an innovative cloud-based contact center solution.
  • West Cloud Contact

    Give call center agents and admins the tools they need to deliver service excellence – first time, every time.
  • West Cloud Contact CE

    Set your company apart from the competition with excellent customer care from a fully featured multichannel contact center solution.
  • West Cloud Call Recording

    Cloud-based call recording software that provides contact centers amazing insight and analytics throughout the customer experience.
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