News : West Interactive Receives ‘Positive’ Rating from Analyst Firm
OMAHA, NEB., Sept 10, 2012 -- West Interactive, a provider of customer contact transformation solutions, today announced that its Holly Voice Platform received a "Positive" rating in Gartner’s 2012 MarketScope for IVR Systems and Enterprise Voice Portals, released Aug. 8.
"We’re delighted that Gartner has given West Interactive a 'positive' rating in the MarketScope report," said Skip Hanson, president of West Interactive. "We consider this rating to reflect our strong ability to deliver market-leading products, our positive client feedback, and our vision of the future regarding IVR and customer contact transformation. Our platform and solutions are ideal for service providers and midmarket companies that want to transform and modernize their customer contact technologies and strategies while improving the customer experience."
Gartner’s MarketScope rates vendors with products and solutions in emerging or mature markets, helping companies recognize a vendor’s strengths and differentiators. The MarketScope ratings are Strong Positive, Positive, Promising, Caution and Strong Negative. Gartner’s MarketScope team of analysts rate each vendor against weighted market-critical criteria.
West Interactive offers the Holly Platform as a premise-based or hosted solution, which features carrier-grade reliability, scalability and application multi tenancy. The platform includes a comprehensive service creation environment for developing, deploying and maintaining complex speech-enabled IVR applications. It is based on a distributed architecture that can handle more than 100,000 simultaneous calls, efficiently processing up to 750 simultaneous calls on a single midrange server. In addition, the Holly Voice Platform has been independently certified compliant with the VoiceXML 2.1, VoiceXML 2.0 and SRGS 1.0 standards, and it includes enhancements to VoiceXML that address the needs of today’s voice applications.
As multichannel customer communication proliferates, IVR continues to play an integral role in enterprises’ customer engagement strategies. According to the Gartner MarketScope report authors Jay Lassman and Bern Elliot, "Interactive voice response (IVR) and voice portal platforms are valuable technologies for improving the return on contact center investments. They provide customer self-service capabilities that reduce the reliance on contact center agents to resolve customer service issues. Leading companies require their customer service operations to increase automation and offer greater levels of personalization in self-service, as well as to continuously evaluate how to increase self-service utilization and call completion rates."
Posted by Veronica Silva Cusi, news correspondent
About West Interactive:
At West Interactive, a division of West Corporation, we give companies the power to bridge the divide between providing superior services and reducing customer contact costs. Our focused and comprehensive voice self-service solutions, featuring touch-tone, speech recognition, natural language speech and other interactive voice response (IVR) technologies, allow your customers to easily access information or conduct transactions, via traditional or wireless telephones, hand-held devices or the Internet.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Thursday, September 13, 2012
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