A Comprehensive Portfolio of Solutions that Make Financial Sense
The most successful providers in the financial industry pride themselves on delivering the highest levels of service and care to their customers. That's why West Interactive maintains one of the most comprehensive portfolios of hosted contact center solutions in the industry.
For more than a decade, leading credit card issuers, banks and brokerages have relied on West Interactive's self-service solutions to acquire customers, strengthen relationships and drive more value through the customer lifecycle. Whether you're looking to replace an existing IVR or add new functionality such as Natural Language Speech recognition, we offer the technology and dedicated professionals needed to make your customer program a success.
Here are just a few of the capabilities we offer:
- Self-service call management integration to efficiently handle complex automated call distribution schemes and front end solutions
- Integration with customer and third-party systems such as billing or CRM
- Customer surveys to gather valuable feedback and information
- Web dashboards for real-time monitoring of call patterns
- Blending of touch-tone and speech recognition with call center or home-based agents to create a comprehensive contact solution
- Automated notifications and account alerts/status
Sample call types include:
- Credit applications
- Card activations and authorizations
- Account inquiries
- Stock quotes
- Payments
- Payment reminders
- Fraud alerts
West Interactive's Professional Services group provides the highest quality dialog design, persona selection, grammar development and audio production for contact centers. Additionally, our analytics solutions track customer patterns and help trouble-shoot first call resolution.
These solutions, coupled with our state-of-the-art infrastructure and robust platform, allow us to help the nation's top financial companies increase customer retention and significantly reduce costs.