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Cloud Contact Pro Success Management

Some people talk about customer partnership. We actually do it.

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Magnetic North now West

Seasoned Professionals Who Enable Growth

West’s Success Management Program reflects our deep commitment help our customers make the most of our technology. Unlike other providers, who deliver a platform and expect customers to figure out how best to achieve the promised results, we are dedicated to assisting customers throughout the relationship to ensure success year after year.

Our success managers work with you not just during the deployment, but throughout the life your contract. To help make the most of your Cloud Contact Pro investment, we assist with adoption from the outset, as well as when new features and capabilities added, in order to maximize understanding and usage.

Because our Success Managers have actually worked in contact centers prior to their tenure at West, they understand more than anyone the challenges you face. They can help you avoid pitfalls and save time, allowing better performance results to be realized more quickly.

An Extension to Your Team

Your dedicated success manager will work with you to:

  • Build the initial system blueprints and workflows
  • Help get things up and running during rollout
  • Continually improve system optimization during the critical go live period and subsequent intensive care phases
  • Meet with you monthly to improve processes throughout the life of your contract

Outside of your regularly scheduled monthly meetings, your success manager is available at any time to discuss ideas and operations queries. Your success manager knows your business and thereby is able to quickly understand the challenges you face. As your trusted advisor, they can be your liaison and advocate with sales, operations and support.

Part of the Service at No Extra Cost

We’re so passionate about making our customers successful that our success managers’ time is included in the monthly rental fees we charge, ensuring that nothing comes between our desire to help deliver your commercial success on our platforms. They will manage your activation as a customer and be on hand on site as needed to help you get up and running smoothly and quickly, within the costs of the fixed per concurrent user setup fee we charge.

Analytical Insight into Your Contact Center Performance

On a weekly and monthly basis, we will run deep-dive analytics on your system usage, helping to pinpoint ideas and suggestions to drive up return on investment and performance, increase feature adoption, and achieve your targets. Your success manager will help benchmark performance against the average of industry peers and will highlight areas where you can make short term and long term gains.

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