A Fully Featured Out-of-the-box Cloud Call Center System

Imagine the power of call center agents proactively reaching out to your customers while managing and exceeding inbound service levels. Imagine those agents distributed around the office, the country or the world, yet working together with a common purpose. With West Cloud Contact Pro, a fully blended inbound, outbound and multichannel contact center, this could be your reality in as little as 7-10 working days.

Cloud Contact Pro is a revolutionary contact center platform designed to boost productivity, increase connection rates and build customer relationships. You have ability to design diverse call flows for customer acquisition, service, retention and collections, and combine that with insightful reporting and forecasting capabilities so you can deliver great service at a lower cost point. It even offers fully PCI compliant call recording and workforce management solutions. 

Inbound Contact Center

Deliver a superior customer experience from initial outreach to call close. From sophisticated IVR functionality, to multimedia-awareness, to screen pops with prior contact record information, agents have the information needed to address queries swiftly. Cloud Contact Pro features intelligent, skills-based call routing, sophisticated yet simple call flow and queue editing, and dynamic agent scripting.

Outbound Contact Center

Whether for sales and telemarketing, debt collection, proactive customer care, or surveying, Cloud Contact Pro Outbound features make it easier and more successful than ever to reach customers and prospects. With features like our advanced predictive dialer, patented mobile screening technology, and mobile/local number presentation, we help you make more calls while also increasing connect rates and talk times.

Multichannel Contact Center

With Cloud Contact Pro, agents and customers can pick and mix a variety of communications types, including email, web chat, and social media -- with all information available in a single, unified interface. Dynamic routing and agent scripting help to provide the best possible customer experience, while CRM integration ensures you always have the data you need at hand. 

Call Blending

Increase agent productivity and eliminate idle time with Cloud Contact Pro. Real-time, call-by-call blending allows agents to be inbound, outbound, or fully blended within one concurrent user license, so your contact center can seamlessly handle a variety of call and campaign types to maximize efficiency and boost overall revenue.

Flexible, Cloud-powered & Optimized for Big Savings

Rather than buying expensive on-premises contact center systems that are designed to support a specific location, you simply assign a number of concurrently logged in team members -- regardless of location -- and can scale to up to twice as many people without any prior notice.

Say goodbye to expensive upgrades and maintenance contracts and say hello to innovation and flexibility. Because our contact center solution is completely cloud powered, you have the advantage of unparalleled business continuity and disaster recovery. And you can even work with us to generate new ideas and features through our product improvement process and quarterly release cycle.

Customers rely on us for their most critical business communications, so we understand the importance of delivering a secure and reliable service. We go to great lengths to ensure optimal service that keeps you and your customers safe every step of the way through a proactive monitoring and testing process. That's also why we provide a dedicated Success Manager throughout the life of your contract with West.