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  Intelligent contact flow, the foundation of successful inbound contact center strategy

Intelligent contact flow, the foundation of successful inbound contact center strategy

Take Control of Your Entire Customer Experience

All too often, inbound contact flow rules are hard coded into the system, essentially setting your contact center processes in stone; there’s no room to refine or tweak the contact flows without involving the IT department, incurring significant IT costs and delays. As a result, inefficiencies become standardized as customers are forced to follow a set path into the contact center, meaning customer satisfaction suffers and agent morale drops.

Process flow agility is vital to deliver a superior customer experience. And superior customer experience is required to achieve high levels of customer satisfaction, drive customer loyalty and recommendations. West provides a number of tools to maximize flexibility and engagement options.

Interactive Voice Response (IVR) - No Longer a separate standalone solution

One key to increasing customer satisfaction is using data and information that you already have about previous interactions, removing the 'friction’ and redundancy from interactions. Expanding the traditional IVR concept, our graphical Contact Flow Editor displays a drag-and-drop toolbox that allows you to identify, route, queue and treat your customers according to their needs. IVR is no longer a separate standalone solution.

Data Directed Routing

With limited training requirements and without the need to involve IT or incur costs, Cloud Contact Pro allows you to adapt your contact flows in real-time. Data directed routing for your inbound contact center is based on data look-ups from the moment the customer contact comes in. If no match to data referenced in the CRM is available to instantly identify your contact, you can request the account number or another piece of information. Where they go from there is completely subject to how you want to assign the system to best serve your customers, and there are literally infinite possibilities.

Respond to Changing Customer Behaviors in Real-Time

West gives you total flexibility—the ability to set up, track, analyze, tweak and test your contact flow for optimum efficiency, whether that is more sales or greater query handling - always with a focus on improved customer experience.


Explore Contact Flow

Narrow Your Choices
  • 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 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.
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