Custom Solutions to Make the Most of Every Touch Point
At West Interactive, there are no out-of-the-box call center solutions. We customize each with features that our clients truly need to succeed. Through partnerships with each client, we design automated solutions that meet current needs, and are flexible to address changes in the marketplace.
Why West Interactive?
The RealFeed Dashboard provides a real time window into core performance metrics. RealFeed includes a simple, easy-to-use interface that displays a wealth of customer information, including call totals, call lengths, repeat calls and disconnects. Metrics are presented visually, making it easy to spot trends and exceptions. RealFeedis a powerful analytics tool the lets you see your most important application performance KPIs in real time and take immediate action on them by levering the application controls that are all available through a single interface.
Information collected with Insight is reliable and an actionable source of customer intelligence. With it you can:
- Comprehensive contact center management experience. We have more than two decades of experience delivering automated and agent-based services, enterprise routing, and CTI solutions. We draw on that know-how to provide a superior customer experience and cost-effective results.
- Flexible architecture. Our open-architecture platform is designed with extensibility in mind. Standards-based interfaces allow for seamless ties into back-end systems. Flexible VoIP and TDM entry points offer multiple telecom options for evolving enterprises. We can also tie in mobile, email, SMS, and FAX channels for a consolidated customer contact strategy. .
- Scalability. West Interactive's platform is one of the largest in the industry. With five geographically redundant data centers and tens of thousands of ports, we are able to handle fluctuating traffic patterns and seasonal or event related spikes. Managing this infrastructure and associated applications is our core business, and we are not satisfied unless we are providing superior service to you and your customers..
- Information security. Knowing that contact centers play a critical role within information security, our technology does more than achieve compliance; we proactively work to deliver a security framework that is best-in-class. And our compliance and security efforts are applied across all industries to help protect the confidentiality, availability and integrity of our customers' data.
- Professional services. Our team of industry-focused experts provides the expertise necessary to harness advanced call center technology and develop superior managed or hosted solutions. With expertise in speech, integration, telecom and applications, our team delivers services quickly and efficiently to generate greater results for your business.
- Robust management tools. Our robust management tools give you the information you need to respond rapidly and more intelligently to service issues or trends. Our Web-based portals and dashboards deliver enterprise-wide, real-time data directly to a desktop or mobile device, and support existing CRM operations and strategies.
We integrate all of our advanced technologies to provide a higher level of service and performance to your company. Our clients rely on us to provide solutions that make the most of every touch point, strengthen customer relationships and streamline contact center costs.