West Interactive Brochure
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West Interactive is a leading provider of automated customer contact solutions. They help major companies improve customer service and reduce costs through their IVR, speech recognition, and call routing solutions. With decades of experience integrating technologies, they can build customized solutions that meet each client's unique needs. Their experts also provide strategic consulting to help clients better understand customer behavior and interactions.
West Interactive Brochure
- 1. World Class Provider of Automated Customer Contact Solutions West Interactive
- 2. Discover a Higher Level of Customer Care
- 3. We help you improve your customer care. Anyone can build an automated customer care application, but very few can build and manage one that delights your customers. That’s why many of the nation’s leading companies turn to West Interactive to help them discover the number of ways automating their customer contact solutions can improve service, ensure customers have a pleasant experience, and drive down total customer contact costs. Our Interactive Voice Response (IVR) and Advanced Speech Recognition (ASR) solutions give your customers the power to easily access information or conduct transactions via landline or wireless telephones, hand-held devices or the Internet. West Interactive is the leader in automated customer contact solutions. Our robust, standards-based, open architecture supports call control, computer-telephony integration (CTI), Voice over Internet Protocol (VoIP), natural language and VoiceXML. Since 1989, we have been integrating our technology seamlessly with other corporate information systems, websites and contact centers. Whether it’s a simple or complex solution required, we can provide you with superior operational flexibility, stability and security. We cross all verticals including: media (cable and satellite), retail, travel, healthcare, pharmacy, transportation, entertainment, financial services, insurance, utilities and government. West Interactive leverages its in-depth experience to develop solutions that not only meet the needs of your company, but will also help you gain significant advantage over your competition. Regardless of the solution, West Interactive has the expertise and cutting-edge technology to help your company succeed.
- 4. A U T O M A T E D I N B O U N D An extension of your voice. One of the few. West Interactive is one of the few companies with the proven ability to blend natural language, directed dialogue and touch-tone applications together with call center agents to create a comprehensive blended solution that meets the needs of every caller. By trusting your needs to West Interactive, you gain access to a world-class fully managed and/or hosted IVR solution and avoid the high costs of technology upgrades. With many years in the automated customer contact and call center industry, you can be assured we know how to successfully connect and support your customer. We have complete solutions whether on-premise, hosted or fully managed, and the advanced knowledge to help get your application up and running in a timely manner. When your inbound calls are automated with West Interactive, you’ll decrease your costs, improve revenue and loyalty and greatly enhance the customer experience. Communicate with your customers using natural language, directed dialogue or touch-tone. West Interactive is one of the only companies to have natural language solutions running for various national clients. Natural language is the best speech solution to help your customers talk naturally. A typical natural language system asks open-ended questions such as "How can I help you?" Callers speak in a natural phrase or sentence, and then proceed through the relevant applications or are routed to an appropriate agent. In turn, customers feel like they don't have to speak in IVR code or be forced into specific options. Your customers can just talk naturally which simplifies calls and boosts customer satisfaction. Natural language is based on artificial intelligence, and is the most advanced way to proceed with customer contact solutions.
- 5. West Interactive offers products and services that are unique, advanced, and offer quick solutions. ■ Inbound With West Interactive, there are more advanced directed dialogue ■ Outbound solutions available, which can be integrated with natural language and ■ Intelligent Call Routing other speech applications for best results. These solutions can be less expensive and faster to implement making them ideal for certain client ■ Customer Surveys situations. Callers appreciate the time savings of directed dialogue over ■ Caller Analytics simply pressing numbers. Touch-tone is a viable way for some companies to proceed with automated customer contact solutions. At West Interactive, we take touch-tone to a much higher level by combining speech applications, which allows your customers to have the most efficient and positive experience when they call. We’re one of the few companies who can provide you with proven blended solutions to meet all of your comprehensive requirements. Trust West Interactive to help you with automated customer contact solutions, and we will improve revenue, adoption, loyalty and satisfaction.
- 6. A U T O M A T E D O U T B O U N D IntelliCast™ – a powerful solution for sending one-on- one automated messages. Today, you need a quick, reliable and easy way to proactively contact your customers before they contact you. IntelliCast delivers a robust, multi- channel solution that gives you the power to easily deliver simultaneous real-time notifications to millions of people located anywhere in the world by voice, email or SMS. Customers can be notified ahead of time about a variety of things such as a flight that is delayed, a prescription that is ready, or reminded of a service appointment, just to name a few. IntelliCast makes it fast, easy and cost effective to send messages that connect with your customers anytime, anywhere, any place. When you use IntelliCast, you’ll be assured that the expertise and reliability of West Interactive is behind the product, and is combined with superior experience in many vertical industries including pharmacy, financial services, insurance, travel, media (cable and communications). Customer Preference Management is a patented feature of IntelliCast that enables your customers to choose how they want to receive their messages by voice, email, SMS, or any combination. It’s one of the most helpful and unique services you can offer, and puts your customers in control of how you communicate with them, which increases their brand loyalty to you.
- 7. IntelliCast offers significant advantages: ■ Reduces inbound calls ■ Allows customers to set their own preferences TeleVox® – automated messages especially for the healthcare industry. ■ Reduces operating costs TeleVox, an affiliate of West Interactive, is one of the nation’s leading providers ■ Improves customer of automated notifications for the healthcare industry. Thousands of healthcare satisfaction organizations and practices have turned to TeleVox for innovative ways to ■ Improves customer retention communicate with patients. We've reduced appointment no-shows. We've ■ Increases brand awareness streamlined lab results delivery, and we've even taken practices online. and loyalty Our flagship product HouseCalls is currently used in over 14,000 healthcare organizations nationwide. From hospitals to large medical groups, ■ Drives new revenue orthodontists and dentists, dermatologists to ophthalmologists, HouseCalls is the perfect automated messaging system for your organization and is the number one appointment calling system in healthcare. Our solutions cover a broad range of messaging and communication applications, all designed to improve doctor-patient communication. ■ HouseCalls — contacts patients automatically with important information from their doctor’s office using phone, email or SMS. ■ LabCalls — provides access to patients inquiring about test results at any time. ■ T.LINK — allows doctors and staff to effectively and efficiently communicate with patients online. ■ Vox On-Hold — uses customized messages to educate and entertain while patients are waiting to speak with staff by phone.
- 8. E X P E R T S O L U T I O N S G R O U P Expert Solutions Group™ – a national leader in automated customer contact strategy. Expert Solutions Group provides you access to experts who help you optimize interactions with your customers. We help you know what your customers are thinking and how they’re interacting with your speech application. We answer the strategic questions like who is calling and why they’re calling. Our team of experts helps you improve your customer’s experience and reduce your costs. The best advice in the business. Our consultants advise clients and design, develop and manage automated applications for many of our nation’s leading companies. We work with clients on the following: ■ Initial strategic analysis ■ Customer focused research ■ Usability testing ■ Dialog design consulting ■ Audio prompt recording and production ■ Application tuning and maintenance Customer behavior analytics. Our special analytics team focuses on customer segmentation and behavioral analytics. We help design customer surveys, interpret results, and develop action plans. We use our methodologies to understand what drives customers to contact you, and then advise you on how to manage your customer contacts more effectively. Expert Solutions Group provides: ■ Speech Services ■ Research ■ Creative Services ■ Customer Surveys ■ Analytics
- 9. I N T E L L I G E N T C A L L R O U T I N G Intelligent call routing – a link to one of the most effective systems in the world. It’s easy to connect with your customers. Intelligent call routing from West Interactive is a network-based on-demand contact center solution that enables voice, data and desktop delivery to any person anywhere, at anytime. It’s a dynamic solution that allows you to manage your own home-based agents or multiple call centers without having to outsource all your services. It helps you avoid making a capital investment for an on-premise call solution, and provides you the opportunity to focus on your core business rather than on supporting technology. West Interactive’s call routing solution provides: ■ Intelligent call routing to the best available agent. ■ Seamless integration to lower costs and improve the caller experience. ■ Real-time operations monitoring and unified reporting. West Interactive’s call routing solution gives you the ability to lower your call center costs, increase call handling capacity, and eliminate the need for expensive upgrades and call center expansions. You can reduce future infrastructure upgrades and up-front capital investment and still maintain the latest in technology. With West Interactive’s call routing solution, you’ll only pay for what you use, and free up the rest of your critical resources to make investments in other crucial areas of your business.
- 10. T E C H N O L O G Y L E A D E R S H I P Our state-of-the-art technology offers a higher degree of performance. West Interactive’s integrated speech technologies provide you with a higher level of service and performance. Our flexible, open-standards architecture and rapid development environment use best-in-class technologies and a wide range of modular components to help us bring new features and solutions to market more quickly and with greater results. West Interactive’s platform is Voice over Internet Protocol (VoIP) enabled, allowing companies to lower their telecommunications expenses. We partner with every client to design a solution that not only meets your needs, but can easily evolve to address the ongoing opportunities of an ever-changing marketplace. Multi-Channel solutions West Interactive offers multi-channel solutions including voice, email and SMS. We analyze each and every client’s needs and then recommend which solution or combination of solutions to use. We connect 24/7 with your customers assuring you that they will be taken care of any time of the day or night. Redundancy Our automated transaction processing platform is one of the largest in the industry with geographically redundant data centers and tens of thousands of ports. Our extensive platform not only provides companies with scale-driven redundancy, but also peace of mind that every contact will be answered, and the assurance that every automated solution delivers the greatest value. Capacity West Interactive has the resources and expertise to scale based on your volume demands. Our aim is to meet the demands of your customers for the best possible customer experience. We offer on-time and on-budget deployments as well as life cycle management. Our capabilities span all carriers and utilize 120,000 shared communication ports.
- 11. Compliance We work with your advisors and experts to help keep you informed of any regulatory or legislative changes that may affect you. In addition, we have compliance processes and procedures for: ■ Legislative mandates, such as the Sarbanes-Oxley Integration Act (SOX) We have developed and managed hundreds of integrations with client systems. No matter how complex your situation might be, we can suggest and ■ Ronald A. Katz Technology implement an integration solution. We know that time is of the essence and patent portfolio client technical resources are scarce, so our solutions are intended to minimize ■ HIPAA client technical changes. In fact, the strength of West Interactive is in the ■ Gramm-Leach-Bliley diversity of our technology, which is very unique in the industry. No matter the ■ ISO17799 carrier, search engine or platform you use, be assured we can work with you. ■ SAS 70 Network Operation System Be assured West Interactive Our Network Operations Center (NOC) is one of the most technologically advanced systems in the world. Our operations nerve center, the NOC oversees Corporation understands your billions of telephony minutes and millions of customer transactions for many legal and regulatory needs. of the nation's premier companies. The NOC is monitored 24 hours a day by highly specialized personnel. More than just mere reporters of information, they are empowered to act - minimizing the effects of any problems and maximizing the potential of every effort. Representation on Leading Industry Boards At West Interactive, we actively participate in many industry-driven associations, and sit on leading industry boards including VoiceXML, an open standards board, and AVIOS, a professional society devoted to the advancement of speech technology.
- 12. P E O P L E & E X P E R T I S E Our people make the difference. The people of West Interactive lead the way, and every day, project after project, challenge after challenge, innovation after innovation, they prove to our clients they are the best and the brightest. They have extensive experience with call automation and call center operations and they know how to best communicate with your customers. Not only are they using the latest research every day, they’re deploying it on a daily basis. They’re driving the standards of how speech will be done and, as a result, forging a new and better way for the future of our industry. We continually strive to identify, attract and retain the highest quality people, representing a diverse range of backgrounds, experiences, talents and industries. We then provide them with the tools and training they need to remain at the top of their profession. This assures you we can offer a level of performance and results that are greater than any other automated customer contact solution.
- 13. “West Interactive’s innovative and comprehensive analytical approach to design, complete with their WOZ (usability) testing capabilities, has enabled us to Supporting your goals and day-to-day activities. Our client operations teams have vast experience in each vertical deploy sound and market. As a result, clients are assured of receiving comprehensive proven solutions project management expertise. The teams proactively search for ways with confidence.” to help generate revenue, manage costs, handle the ongoing day-to-day applications and, most importantly, make sure everything keeps Ken Carmichael running smoothly so your goals and expectations are met. You’re given AT&T Program Manager, operational reports on all the predetermined business drivers, and BMG Customer Services on-site quarterly performance reviews which provide you with IVR and Telephony important customer data. Our people are the future. We are so confident of our people that we know future innovations in our industry will be because of their abilities, hard work and dedication. They are tenured, highly educated and actively participate in all industry driven associations. They lead the way in innovation, research and creativity with numerous industry awards. As a company of talented people, we’re ideally positioned with unique expertise and exceptional vision to partner with you, support you, and help you as you grow and expand into the future.
- 14. Reach out to customers at a higher level. Constantly evolving to achieve more. West Interactive has the expertise, experience and technology to truly partner with you as few others can. We speak for more of the nation's leading businesses and industries, and to millions of people located across the country and around the world. Be assured we’ll be your genuine partner in designing, building and implementing your automated customer contact solution. Whether you need a simple or complex solution, we’ll help you. When you want to better understand your customer, we’ll help you. If you have a unique challenge or need to quickly solve a problem, we’ll help you. We’re here to collaborate with you, advise you and assist you in getting the very best automated customer contact solution possible. With years of experience and proven success for our clients, West Interactive continues to define standards by which all other providers are measured. You won’t find a better partner to grow with, go forward with, and work with to achieve the first-class care you want to give your customers now and into the future.
- 15. Call West Interactive today, and find out more about the advanced, automated customer contact solutions your customers deserve. Call 800-841-9000 Or visit us online at westinteractive.com
- 16. WEST INTERACTIVE CORPORATION 11808 Miracle Hills Drive Omaha, Nebraska 68154 Call 800 -841-9000 or visit our website at westinteractive.com Copyright © 2007 West Corporation. All rights reserved. EOE/AA Employer