West Unveils “Visual Voice” to Improve Self-Service Experience With A/V Integration

In order to help companies create a differentiated experience by making it easier for customers to self-serve, West (www.west.com) is announcing the release of its Visual Voice solution.

West’s Visual Voice is a more interactive, multi-channel approach to traditional Interactive Voice Response (IVR) that enhances customers’ overall self-service experience by allowing callers to use their mobile devices to read texts, type responses and navigate mobile web pages and forms, while intelligent IVR simultaneously guides them through every step.

Visual Voice provides a more efficient means of collecting customer data by reducing error rates and customer frustrations tied to IVR alone. Additionally, it presents an opportunity to help streamline customer interactions by making tasks such as keying long number sequences, scheduling appointments, enrolling in programs and making payments easier.

West Corporation is a global provider of communication and network infrastructure solutions. West helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that includes unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.

For 30 years, West has provided reliable, high-quality voice and data services. 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.