Skip Hanson, president of West Interactive (News - Alert), recently sat down with TMC to discuss the challenges facing modern contact centers. Hanson explained that companies are overwhelmed with day-to-day operations, stuck with outmoded equipment and fear the risk and expense of contact center transformation. Despite this, he says, West is the perfect company to help a contact center undergo a transformation into a customer-driven point of communication.
First of all, says Hanson, West takes a long-term partnership view with it clients, sharing responsibility for business outcomes of the delivered solutions. Since the process does not happen overnight, West looks to build trust over the long haul. Plus, West has experience managing contact centers and innovating technologies that drive them. “We often hear clients say a key factor in their partnering with West is they feel we’ve walked a mile in their shoes because we understand the implications of driving change and delivering new technologies to the contact center,” Hanson said. “And of course, I think West Interactive is able to layer onto that expertise, a full suite of end-to-end customer contact solutions that the enterprise needs, ranging from hosted contact center to speech-enabled IVR to mobile applications.”
West prides itself on taking a consultative approach with its clients. Knowing that this journey toward transformation is a long-term endeavor, West also acknowledges that the seeds of transformation can be sown in any number of places in the contact center. “For example,” Hanson said, “many of our clients are facing end of life situations with their IVR or ACD technologies and are using that as a catalyst to not just replace, but consider how replacement solutions fit in the context of their multi-year customer care and engagement strategies. Our approach is to understand where our clients are on this journey and figure out how best to help them. For some, it may be a burning end of life technology issue, for others the immediate need could lie in one of the emerging channels. We’re ready to start the journey where it make sense, prove value, and earn the right to continue that journey with our clients.”
In the final article in this series, Hanson explains the role of West’s unified contact platform in the transformation process and emphasizes the ultimate value of transforming a contact center. Stay tuned for that!
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
Stay in touch with everything happening at ITEXPO. Follow us on Twitter.
Edited by Allison Boccamazzo