West Enhances Cloud Contact Center to Bring Customer Service Technology to the Next Level

In order to help companies meet modern customer experience expectations, West (www.west.com) is announcing enhancements to its Cloud Contact Center offerings for enterprise and mid-sized businesses.

West’s Cloud Contact Center is a flexible, multichannel platform designed to boost agent productivity, increase connection rates and build customer relationships. West’s decades of experience managing contact center operations and the acquisition of Magnetic North, Ltd. in 2015 has equipped the company with the ability to improve and scale its Cloud Contact Center solution to provide clients with industry-leading software and managed support.

The recent enhancements include the addition of preview, predictive and progressive dialing modes that provide artificial intelligence techniques to manage dialer pacing in real time and call blending so agents no longer have to be tethered to a single type of call. Call blending allows companies to combine inbound service with outbound customer care, effectively eliminating agent idle time.

Other features include prepackaged integrations with third-party CRM software, multichannel survey, web chat, email, quality management, secure payment capture, screen capture and callback. With these additions, West provides its clients with an even greater ability to expand communication channels, thereby enhancing customer convenience and satisfaction.

For more information on West Corporation, please call 1-800-841-9000 or visit www.west.com. For more information about West’s Interactive Services segment, visit www.west.com/interactive.