West Corporation Acquires AVOKE

West Corporation announced it has acquired the assets of AVOKE from Raytheon Company. AVOKE provides true end-to-end call experience analytics, enhancing West’s comprehensive portfolio of voice, text and unified communication solutions.

AVOKE enables complete visibility into a customer call from the first ring to call completion – across all interactive voice response (“IVR”) systems and transfers. In a league above other quality monitoring systems, AVOKE combines audio recordings, complete text transcription, IVR navigation and call data in a single web-based environment. Clients are able to clearly see what’s happening on calls, understand why, and confidently make measurable improvements with interactive tools.

“The innovative business intelligence AVOKE has created can transform a company’s caller experience – and improve the bottom-line – overnight,” said John Shlonsky, CEO of West Corporation. “AVOKE’s unique software makes calls easier and faster; it is a natural extension to West’s product line, which already helps companies implement ideal communication infrastructures and optimizes results.”

West engages over 65 million individuals around the world with IVR and SMS/text each month, exceeding more than 7.5 billion multi-channel transactions and 6 billion call minutes annually. Diverse organizations have relied on the Company’s industry-leading products and innovative services to stay ahead of consumer expectations and business demands for over 30 years.

“We take pride in not only providing the best technology, but perpetually enhancing it to work better for clients and their audiences,” Shlonsky continued. “This acquisition is an engine to accelerate our innovation on behalf of businesses and people around the world. We are thrilled to welcome AVOKE’s expert team, loyal clients and outstanding platform to West.”

AVOKE’s Software as a Service is currently used by leading companies in consumer electronics, healthcare, telecom and financial services. Their clients will now benefit from West’s global network, broad digital communication ecosystem, and experience in IVR self-service, proactive notifications, intelligent call routing, unified communications, enterprise safety and more.