West Contact Center Core™
The West Contact Center Core™ enhances the West Channel Engagement Suite™. Powered by multichannel, enterprise routing and customer conversation management, the Core enables your applications to drive seamless, productive and profitable customer interactions across every channel.
Knowing your customers means understanding their interaction preferences; tracking their conversations and interactions across channels such as IVR, mobile, social and agent; and then using that intelligence to anticipate the next interaction. If you achieve this, then you’ll set the stage for effective engagement at every touch point.
By enabling customers to effortlessly reach the right place or information, regardless of channel, you can provide a better customer experience, increase first-contact resolution and optimize resources across your care operation. As a result, your odds of retention will increase; moreover, you’ll earn the right to deepen customer relationships by seizing on new revenue opportunities through up-selling and cross-selling.
Comprehensive reporting and analytics solutions are an integral part of the West Contact Center Core. These solutions provide both real-time and historical views that are normalized across an operation, with the goal of giving users actionable intelligence through measurement of performance and business outcomes.
Finally, we’ve layered critical workforce optimization and performance management tools into the West Contact Center Core. Our comprehensive, multichannel Voice of the Customer Survey Solution, quality monitoring solution and workforce management system are focused on resource optimization and driving a performance-oriented customer care culture.
Solutions Overview
- Multichannel Enterprise Routing
- Unified Contact Platform for Customer Conversation Management
- Reporting and Business Intelligence
- Workforce Optimization Solutions
- Workforce Management
- Agent Desktop
- Performance Management Solutions
- Quality Management
- Multichannel Voice of the Customer Survey and Enterprise Feedback Management