Delivering the most comprehensive solution options in the industry?No matter what communication channel, system or application
Delivering your customer calls, regardless of how and when a customer contacts you is the core of your contact center. With West Interactive?s Network ACD solution, everything you need to operate your contact centers efficiently is there for you.
The Network ACD solution is a highly scalable and flexible hosted contact center suite of services, allowing you to leverage the industry?s leading technology to perform virtually all of your contact center needs without any hardware or software investments. At the center of the Network ACD solution is a highly centralized architecture with extensive universal routing rules across multiple contact channels, including voice, web, email, chat and sms, all delivered seamlessly to a unified multi-channel agent desktop. We provide multiple options for voice delivery within both IP enabled and TDM environments.
The Network ACD toolset provides a 360 degree view of your contact center with cradle to grave monitoring and reporting options including robust dashboards to manage real time and historical reporting and analytics from the highest management views down to individual agent statistics. Network ACD gives you the ability to perform all of your needed contact center functions using our West suite of services, including IVR, CRM, QAM, Recording, and Workforce Management. We also provide flexible, universal Software Development Kit (SDK) options to leverage your own existing systems easily into the Network ACD universe.
Few hosted providers know and understand the contact center business better than West Interactive. Let us show you how to achieve lower Total Cost of Ownership (TCO) through reduced CapEx and OpEx costs, network level call efficiency, enterprise level operational control, unified trending and decisioning with real-time and historical enterprise views and reduced call wait times and increased first call resolution.
With West Interactive?s Network ACD solution suite, you can concentrate on the most important extension of your business, your customers.
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