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West Interactive's Customer Engagement Solutions Receive 'Positive' Rating from Gartner

September 11, 2012
By Amanda Ciccatelli, TMCnet Web Editor

These days, as multichannel customer communication expands rapidly, interactive voice response (IVR) continues to play an essential role in enterprise customer engagement strategies.

West Interactive (News - Alert), a provider of customer contact transformation solutions including IVR, received a “positive” rating for its Holly Voice Platform in Gartner’s (News - Alert) 2012 MarketScope for IVR Systems and Enterprise Voice Portals that was released on August 8.

“IVR and voice portal platforms are valuable technologies for improving the return on contact center investments. They provide customer self-service capabilities that reduce the reliance on contact center agents to resolve customer service issues,” Gartner MarketScope report authors Jay Lassman and Bern Elliot said, in a statement.

For over 20 years, West Interactive’s customer engagement solutions have made the company a partner of choice for many of the world’s most trusted brands. West Interactive’s unified contact technologies allow the creation of more meaningful and profitable customer relationships by enabling clients engage their customers.

“Our platform and solutions are ideal for service providers and midmarket companies that want to transform and modernize their customer contact technologies and strategies while improving the customer experience,” said Skip Hanson, president of West Interactive.

West Interactive’s Holly Platform is a premise-based or hosted solution, featuring carrier-grade reliability, scalability and application multi tenancy. Also, the platform includes a service creation environment for developing, deploying, and maintaining speech-enabled IVR applications. It is based on a distributed architecture that can handle more than 100,000 simultaneous calls, processing up to 750 simultaneous calls on a single midrange server.

Gartner’s MarketScope rates vendors with products in emerging or mature markets, helping companies recognize a vendor’s strengths and differentiators. 

“Leading companies require their customer service operations to increase automation and offer greater levels of personalization in self-service, as well as to continuously evaluate how to increase self-service utilization and call completion rates,” said Lassmana and Elliot.

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Edited by Allison Boccamazzo

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