Frost & Sullivan Applauds West Corporation's Excellence in Managing Large-scale, Complex, Mission-critical Communications and Contact Center Environments
Its advanced customer services portfolio is helping mid- and large-sized companies acquire, care for, and retain customers
MOUNTAIN VIEW, California, March 23, 2016 /PRNewswire/ -- Frost & Sullivan is pleased to present West with the 2015 North American Product Leadership Award as well as the 2015 North American Competitive Strategy Innovation and Leadership Award.
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An increasing number of larger businesses are moving their communications to the cloud as cloud technologies and business models mature. West is uniquely positioned to take advantage of this significant opportunity due to a diversified solutions portfolio; strong expertise in cloud-based, mission-critical communication solutions; and outstanding customer service and support. Further, its impressive track record of deployments for medium to large enterprises (average of 750 to 1,000 users) and trusted client relationships make it the preferred choice in the hosted Internet protocol (IP) telephony and unified communications and collaboration (UCC) service providers market.
"More demanding mid-size and large-enterprise customers are looking for cloud solutions that offer similar or better functionality than the premises-based communications solutions that these organizations have deployed in the past. They also demand proof that evolving IP and cloud technologies provide the level of security and reliability required to grant the organization a competitive edge," said Frost & Sullivan Program Director Elka Popova. "To address the specific requirements of this customer segment, West leverages a differentiated market approach, price/performance competitiveness, and excellent customer purchase and ownership experiences."
West's communications solutions include a broad portfolio comprised of hosted private branch exchange (PBX) and UCC services and session initiation protocol (SIP) trunking. West offers two key options for hosted PBX and UCC services: a solution set based on its VoiceMaxx platform and the Maxxis network, and another solution based on Cisco Hosted Collaboration Solution (HCS) infrastructure. Both offer robust features and capabilities, as well as different implementation options.
Through effective execution of its competitive market strategy, West experienced a strong year-over-year increase in new UCaaS users, as well as robust growth in average client monthly recurring revenue and current client retention (in excess of 93 percent) in mid-2015. In addition to UC, West's full suite of communication and network infrastructure solutions includes safety services, specialized agent services, and interactive services, including proactive notifications and mobility, interactive voice response (IVR) self-service, cloud contact center and professional services.
West is particularly well known for its innovative, multichannel notifications and alerts solutions. It combines its robust multichannel notifications platform with its application development, analytics and regulatory compliance expertise, to deliver relevant, real-time notifications to customers. In addition to its full-service notifications offering, West offers clients self-service solutions and tools that enable them to craft and launch their own notifications, with minimal setup effort.
"By providing relevant and timely information through the customer's preferred channel, West's clients are able to reduce operating costs, boost revenues, improve the customer experience and increase customer satisfaction and retention," explained Research Analyst Michael DeSalles.
"Few competitors can rival the superior combination of West's proactive notifications and mobility solutions, and its broader set of customer engagement and UC solutions."
Overall, West has done an excellent job over the past two years, building lasting relationships with clients. For its outstanding performance, the company receives the twin recognition of product leadership in the contact center market for automated notifications) and competitive strategy innovation and leadership in the UCaaS market for medium and large enterprises.
The Product Leadership Award recognizes products with innovative features and functionality that gain rapid acceptance in the market due to the value enhancement they offer customers. The Competitive Strategy Innovation and Leadership Award is given to the company that has leveraged competitive intelligence to successfully execute a competitive strategy that results in stronger market share, competitive brand positioning and customer satisfaction.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
About West Corporation
West Corporation (Nasdaq: WSTC) is a global provider of communication and network infrastructure solutions. West helps manage or support essential enterprise communications with services that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.
For over 25 years, West has provided reliable, high-quality, voice and data services. West serves clients in a variety of industries including telecommunications, retail, financial services, public safety, technology and healthcare. West has a global organization with 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.
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