Tag Archives: West

West Named a Leader in the 2017 Gartner Magic Quadrant for Unified Communications as a Service

West Corporation, a global provider of communication and network infrastructure services, announced that Gartner, Inc. has positioned the Company in the Leaders Quadrant of its annual “Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide”1 report for the sixth year in a row. Continue reading West Named a Leader in the 2017 Gartner Magic Quadrant for Unified Communications as a Service

4 ways to increase productivity in the contact centre

Improving agent motivation and productivity has long been a challenge for the contact centre. In fact, some of the more outdated tactics to improve productivity have probably contributed to low levels of job satisfaction and the high agent turnover rate for which the industry is famous. Industry sources estimate that agent churn is as high as of 26 per cent, costing the industry  as much as £2.3 billion annually. Continue reading 4 ways to increase productivity in the contact centre

Contact centres are missing the opportunity to own the customer experience

88% of contact centre managers either strongly agree (39%) or agree (49%) that digital channels open new opportunities for contact centres to own the customer experience, according to a new study ‘The State of Customer Experience 2017’, commissioned by West. At the same time, the majority are failing to grasp the opportunity due to outdated technology infrastructures, which prevent them from keeping up with changing customer preferences. Continue reading Contact centres are missing the opportunity to own the customer experience

Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

PRESS RELEASE: Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Continue reading Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

West positioned as a leader in Gartner UCaaS Magic Quadrant for fifth consecutive year

West Corporation is proud to announce that Gartner, Inc. has positioned the company in the Leaders Quadrant of its annual “Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide”1 report for the fifth consecutive year. West believes this continued recognition from Gartner is a result of the company’s ability to create seamless connectivity through its UCaaS solutions and the company’s overarching vision in the telecommunications space. Continue reading West positioned as a leader in Gartner UCaaS Magic Quadrant for fifth consecutive year