Call Center Technology

From hosted virtual ACD, to hosted VXML, to automated notifications, to interactive agent technology, to IVR surveys and beyond, call center technology can directly impact your customer service model and, consequently, the tangible results that model can bring to your organization. To learn more about call center technology solutions and the role they could play in
your business:

• Speak to a West Interactive representative by calling 1-800-841-9000 (or 1-402-963-1300 from outside the United States) or
• Contact us online

Call Center Technology Solutions

At West Interactive, we understand that every business requires something different from their call center technology solutions. That's why our highly experienced staff is dedicated to working with your company to find the right combination of call center technology solutions that will deliver the
optimal results.

Call Center Technology from West Interactive

As an innovator in call center technology, West Interactive stays in close touch with our customers to determine their on-going technology needs as their business evolves. Here's just a few of the call center technology solutions offered by West Interactive:

• Hosted Virtual ACD - Hosted Virtual Automatic Call Distribution (VACD) from West Interactive gives our clients flexibility in maintaining control of multiple contact centers as well as their home-based agents located across the globe. As an extension of our IVR technology, our clients can easily assimilate our other technologies such as speech recognition and text-to-speech as their needs dictate. Additional features of this call center technology include:

 

• Intelligent Call Routing
• Web-Based Agent Provisioning System
• Fully-Configurable Client Agent Desktop
• HTML-Based Agent Scripting




• Hosted VoiceXML - West Interactive's Hosted Voice Extensible Markup Language (VXML) is call center technology that puts your organization in control of its own touch-tone and/or ASR development and maintenance. Our platform, however, allows your company to act and react more quickly to changes on your business horizon. As VXML standards mature, so does West Interactive's commitment to incorporating those standards.
  
  
• Automated Notification - Automated notifications allow you to simultaneously relay information to thousands of people anywhere in the world. Whether you are sending an internal real-time notice to your employees or recording an announcement message to your clients, which will be deployed at a later time, this call center technology enables you to keep key players abreast of changes in your organization as they happen. And since every person can receive the exact same message, complications from miscommunication can be greatly reduced.
  
  
• Interactive Agent - To give our customers an edge in voice self-service solutions, West Interactive offers our unique call center technology known as Interactive Agent. With distinct features such as Order Plus and Lead Generation, Interactive Agent provides our clients with the ability to not only manage a diverse set of caller needs, but turn those calls into leads and orders in a cost-effective manner.
  
  
• Customer Surveys - The critical role of customer satisfaction in any business cannot be understated. And no amount of advancement in call center technology will be useful if its ultimate results are anything less than complete customer satisfaction. Sometimes the easiest way to determine customer satisfaction is simply to ask the customer. Insight, the real-time customer survey technology from West Interactive can determine your customers' total level of satisfaction. Data collected from customer surveys can afford you:



• Greater customer-agent interaction availability
• Improved resolutions on first-call
• Increased product feedback
• Higher degrees of customer satisfaction

The Benefits of Better Call Center Technology

Call center technology solutions from West Interactive are specifically designed to benefit our customers. As our customers' definitions of "benefit" may vary according to the needs of their business, we believe that some benefits, however, transcend all business lines, such as:

• Reduced Call Times
• Fewer Zero-Outs
• Better Customer Service
• Collection of Real-Time Data to Aid in CRM Strategies
• Increased Sales Conversions
• Cost Savings

Call Center Technology Solutions Make a Difference

Perhaps your organization has already begun exploring call center technology solutions. Or maybe you are dissatisfied with your current call center technology provider. Whatever your reasons may be, we invite you to contact West Interactive today. Our specialists can help you design a call center technology solution that makes a difference for you and your customers.

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