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  Take customer interactions from standard to outstanding.

Take customer interactions from standard to outstanding.

Cloud Contact Centers: A Win-Win for You and Your Customer

Today’s savvy consumers and a competitive marketplace require an increased emphasis on improving customer interactions. Count on our highly scalable cloud contact center solutions to deliver better customer service with a robust feature set, such as intelligent call routing, dynamic scripting, predictive dialing, CRM integration, and variety of recording and reporting options.

  • Boost agent productivity, increase contact rates and build better customer relationships 
  • Design diverse call flows for customer acquisition, service, retention and collections
  • Take advantage of advanced options for PCI compliance and workforce optimization

Cloud Contact Centers for the Way You Do Business

Cloud-based contact center features enable you to provide outstanding customer service without the expense of traditional, on-premises call center costs. Reap the benefits of a hosted contact center solution, including:

  • Simultaneously access reporting data and adjust call flow, add or remove users any time, and scale services as quickly as you need through an easy to use online portal
  • Easily accommodate predictable seasonal call bursts or unanticipated call spikes with unlimited call capacity.
  • Access sophisticated real-time call routing controls and reporting features across multisite call centers and home-based agents for total transparency of call queues and agent activity.

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 24/7/365 expert support.

Inbound, Outbound, Blended Agent and Multichannel Call Center Capabilities

Today's omnichannel customer service experience needs a contact center solution that can keep the pace. West's cloud contact center options accommodate small inbound operations and scale to large global enterprises that require sophisticated outbound, multichannel and call blending capabilities. Whatever the need, West’s hosted contact center solutions help manage volumes, reduce operational costs, promote agent engagement, and ensure transactional security.

“Lo que coloca a West en la cima es su servicio al cliente. Hemos solicitado una serie de mejorías y siempre han tenido éxito. Nuestro enfoque de negocios es proporcionar un servicio al cliente de clase mundial. Según mi experiencia, West también cumple con ese estándar”.

- Joe Victorino, EDI Manager, Capario

West Cloud Contact

  • Inbound call center functionality
  • Call flow management tools
  • Multimedia queuing
  • Real-time monitoring & reporting
  • Salesforce.com integration

West Cloud Contact Pro

  • Inbound, Outbound & Blended agent functionality
  • Multichannel: email, web chat, social media
  • IVR, intelligent routing, & dynamic scripting
  • Workforce management option
  • PCI compliant call recording

West Cloud Contact CE

  • Combines voice, video, web, email and video
  • Workforce management, quality monitoring and assurance
  • Extensive reporting and dashboards
  • CRM integration
  • Incorporates Cisco HCS for Contact Center

Explore Contact Center

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5 años
Líder de Gartner Magic Quadrant en UCaaS por 5 años consecutivos
28,000 M
Se brindó apoyo a 28 mil millones de minutos de conferencias el año pasado
empresas Fortune 100 confían en West