Cloud Contact Pro is a fully blended, inbound, outbound and multichannel contact centre platform, designed for medium-to-large enterprises. Boost productivity and connection rates, cultivate better customer relationships, and reduce operational costs. Ideal for customer acquisition and service, retention and collections.
Forget the legacy “pay and pray” approach to buying a contact centre solution locked to a specific location - stay in control. By choosing West you commit to your normal number of concurrently logged in agents (regardless of location), and just flex up on demand – to twice as many agents when you need to – no prior notice required - it’s that simple.
We’ll also ensure you keep pace with changing technology developments and customer needs with our continuous innovation process that delivers new ideas and features on a quarterly basis.
You can’t improve what you don’t record. Our call recording solution provides powerful insight and analytics of your customers’ experience, and guarantees PCI compliance.
Quickly integrate your existing on site phone system or call centre, with pre-integrations out of the box for Avaya, Cisco and Mitel call recordings. Be up and running in minutes and benefit from agent level indexing, call transfer tracking and much more.
We’ll take your business out of scope for PCI compliance, save you money on expensive annual audits without the need for customer unfriendly IVR systems or difficult to implement and manage ‘start/stop’ recording that puts you at odds with other relevant legislation.
Our call recording software comes with an advanced PCI compliance module that you can simply bolt-on if required.
West’s PBX solution is a complete communications solution for business that delivers all of the standard telephony features that you are accustomed to plus a whole lot more.
Our cloud-based contact centre features enable you to provide outstanding customer service without the expense of traditional, on-premises call centre costs.
Blend inbound customer contacts over any channel, with data driven routing to optimise your customer experience.
Boost productivity, sales and collections using blended Preview, Progressive and Predictive dialling to proactively engage your prospects and customers.
Seamlessly manage voice, email, webchat and social media to increase loyalty and delight your customer each time they connect.
Cloud Contact Pro is a revolutionary, multichannel inbound and outbound contact platform designed to boost productivity, increase contact rates and build customer relationships. With more than 400 features, our contact centre service has the ability to deliver diverse call flows for customer acquisition, service, retention and collections, with workflow management tools and forecasting to deliver great service and superior value.
ISO 27001, PCI-DSS and HIPAA compliant solutions with data duplication and automated back up as standard – West data centres ensures a higher standard of information security than most corporate environments are able to provide.
We design security into our products at an application level as standard and deliver the same level of encryption as internet banking security. With applications undergoing daily penetration testing to safeguard against potential threats, and ensure PCI compliance.
To ensure security and availability, interconnectivity is a key investment area as is the use of multiple carrier grade platforms to ensure maximum uptime.
multichannel messages received and delivered in 2014
deployed seats worldwide for clients across Finance, Insurance, Communications & Services sectors processing, call centre, specialised agent management, reporting and verification
Pending patent applications for technology including transaction - an average of over 17 million messages each day