West Corporation
– IVR
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 IVR
West's IVR solution is the intelligent, self-service solution designed to achieve whatever your company needs. Not just a one-size-fits-all solution, our IVR is boosed by our managed approach, which gives you access to surveys, testing and best practices from Fortune 500 companies across all industries. A West IVR shares information with your contact center and pairs with any number of other unique communication solutions, creating the best possible self-service experience for your callers.
- ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Multiple Announcements and Music Treatment Provided
- Skill Based Routing
- Supervisor Can Change Skill Groups
- CTI
- Multisite Routing
- Queue Optimization
- Abandoned Call Recovery
- DeskTop Integration
- Dialer
- Outbound Dialer
- Predictive Dialer
- Proactive outbound
- Call Compliance US
- Outbound Multi Channel Engagement
- IVR
- Accurate prediction of expected wait time in queue
- Natural languge speech recognition?
- IVR and Channel Testing
- Load Testing
- Intelligent Virtual Agent (IVA) assistance
- Visual IVR
- Customer Preference And Behavior Based Menus
- Speech Recognition
- Text-to-speech (TTS)
- Speaker Verification
- Seamless Transfer of customer information from self-service to agent
- Universal Queueing
- Real Time Reporting
- Multi-channel - Omni Channel
- Unified contact channels
- Unified Administration
- Unified Routing
- Unified Reporting
- Unified Comminications
- WEB Capability
- Web Virtual Assistance
- 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
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Speech Analytics
- Analytics based on keywords or phrases
- 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
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents