West Unveils “Visual Voice” to Improve the Self-Service Experience with Audio-Visual Integration

OMAHA, Neb., July 17, 2017 -- In order to help companies create a differentiated experience by making it easier for customers to self-serve, West is announcing the release of its Visual Voice solution.

West’s Visual Voice is a more interactive, multi-channel approach to traditional Interactive Voice Response (IVR) that enhances customers’ overall self-service experience by allowing callers to use their mobile devices to read texts, type responses and navigate mobile web pages and forms, while intelligent IVR simultaneously guides them through every step.

Visual Voice provides a more efficient means of collecting customer data by reducing error rates and customer frustrations tied to IVR alone. Additionally, it presents an opportunity to help streamline customer interactions by making tasks such as keying long number sequences, scheduling appointments, enrolling in programs and making payments easier.

“With Visual Voice’s synchronization, customers can effectively self-serve in a more natural, personalized manner, as a result of visual processing,” said Dan Gordon, SVP of Strategy & Development for Interactive Services. “This improves the end-customers’ comprehension throughout the transaction and perception of their overall experience, as well as business operations, data quality and service results.”

West’s Visual Voice solution offers a smarter way to interact:

• Quicker task-resolution – Provide customers with options for easier self-service via smartphone, without requiring them to transfer, disconnect or speak to live representatives during calls
• Multi-channel experience – Blend voice instructions with navigable mobile web forms and text messages, all without the hassle of downloading a mobile app
• Choice and compliance – Easily collect customer preferences in the voice channel and securely enable opt-in compliance
• High-touch, personalized customer experience – Blend IVR, SMS and mobile web to create an intuitive and rewarding customer experience

About West Corporation
West Corporation is a global provider of communication and network infrastructure solutions. West helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.

For 30 years, West has provided reliable, high-quality voice and data services. West has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America. For more information on West Corporation, please call 1-800-841-9000 or visit www.west.com. For more information about West’s Interactive Services segment, visit www.west.com/interactive.

AT THE COMPANY:       
Dan Gordon
402.716.1688
[email protected]