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IVR - West Interactive Simplifies Operations of Premise-Based IVR Systems
July 20, 2011

West Interactive Simplifies Operations of Premise-Based IVR Systems

By Anuradha Shukla, TMCnet Contributor

A managed service offering from West Interactive (News - Alert) simplifies the design, installation and operation of premise-based IVR systems.

West Interactive, a provider of hosted and managed automated customer contact solutions, notes that this managed service solution allows enterprises to use its existing onsite telephony infrastructure.

This offering will ultimately reduce costs while keeping theIVR platform current and VXML certified.

The company points out that a Managed On-Premise deployment enables enterprises to leverage their own investments such as servers, data networking and telephony termination installed in their own facilities.

In addition to designing and managing the client’s applications, West provides infrastructure support, maintenance and monitoring capabilities. All these initiatives can significantly cut the expense required for companies to address the customer service requirements.

“Some organizations choose to have their own on-premise IVR platform to meet specific business and operational objectives. These same organizations may lack the funding and personnel to build IVR self-service solutions that continue to deliver relevant business results over the long term,” said Rob Kassel, vice president of Product Management for West Interactive. “The Managed On-Premise model offers an ideal solution to this dilemma, allowing organizations to be confident that their contact center technology will meet customer communication needs, now and in the future.”

“We are pleased to offer the Managed On-Premise option as another way to serve our clients,” said Kassel. “Now, organizations can get the on-premise IVR solutions they need without having to shoulder unnecessary burdens, risks or costs.”

Read a related article at TMCnet “West Interactive Strengthens Customer Engagement via Social Media Channels.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny

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