West Corporation – Cloud Contact Center

About West Corporation

West provides the omnichannel communications to connect you to everything that matters. From little things to big things, West is there 24/7 to help you communicate and get through your day by reminding you to pick up your prescription, preparing you for parent-teacher conferences, notifying you of flight delays or keeping you connected to colleagues across the globe. In an emergency, we connect you to the help you need. When the power goes out, we provide the critical updates to keep you informed and safe.

In over 30 years of creating connected experiences, we’ve learned that every connection matters. So trust West to stay one step ahead in an increasingly complex world and connect to what matters.

About Cloud Contact Center

West's Cloud Contact Center solution is customized to meet your business' specific needs. Instead of providing an out-of-the-box tool, we take a more comprehensive, managed approach. Cloud Contact Center can sync up with your other customer service tools, regardless of provider. And a dedicated West representative will make sure your contact center is up-to-date and always providing the best experience for your customers.

  • ACD
    • Supervisors Can Log Out Agents Remotely
    • Supervisor Can Change Skill Groups
  • CTI
    • Multisite Routing
    • Abandoned Call Recovery
    • DeskTop Integration
  • Dialer
    • Outbound Dialer
    • Predictive Dialer
    • Proactive outbound
    • Call Compliance US
    • Outbound Multi Channel Engagement
  • Intelligent Virtual Agent (IVA) assistance
    • Seamless Transfer of customer information from self-service to agent
  • Virtual CallBack
    • Multi Channel Virtual Callback
  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified blending
    • Unified Administration
    • Unified Routing
    • Unified Reporting
    • Unified Comminications
  • WEB Capability
    • Web Chat Capability
    • Web Self - Service
  • Analtyics
    • Desktop Analytics
    • Big Data Analytics
    • Data Driven Design
  • Voice of the Customer
    • Survey Tools
    • Voice of the employee
    • Customer Journey mapping
    • Enterprise feedback management
  • Performance Management
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Schedule for call recording
    • Speech Analytics
    • Instantaneous call retrieval
    • Calls automatically routed to evaluators
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
  • Other
    • Customer Support Ticket Management
    • Toll Free Numbers
  • Chat
    • SMS/Text
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration

Directory Categories

  • Contact Center Monitoring, Recording and QA
  • Call Center Predictive Dialer Software
  • Cloud Contact Center Solutions
  • Computer Telephony Integration (CTI)
  • Contact Center Messaging
  • CIM and Customer Care Resources
  • Language Services and Language Interpretation
  • Mobile Contact Center
  • Multichannel - OmniChannel Call Center Software
  • Performance Management
  • Predictive Analytics - Speech Predictive Analytics Software