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News : Eckoh Extends Contract With West Corporation
United Kingdom February, 2016 -- Eckoh, a global provider of secure payment products and customer contact solutions, announces that it has signed a new four-year global procurement contract with an existing Eckoh client, a global financial services company.
Under the terms of the new contract, which extends the scope and duration of Eckoh's existing client relationship, Eckoh and West Corporation ("West") have been selected following a tender process as the client's global partners, working together to deliver the customer self-service provision.
The collaboration represents a further strengthening of Eckoh's relationship with West, with Eckoh and West together providing hosted VoiceXML telephony services for handling customer self-service enquiries on a global basis including the US market.
Customers will be able to access the client's services by calling local telephone numbers in their country of origin. Their calls are then routed to the hosted platforms in either the US or UK, where they can select from a range of self-service customer care applications. If required, calls can then be onward routed to contact centres anywhere around the globe.
It is anticipated that new multi-channel, self-service provision such as live agent video and web chat will be delivered over the course of the contract; as well as new territories in line with customer expansion. In addition, services will be enhanced to incorporate more natural language based speech recognition.
"This new multi-year contract strengthens our global relationship with one of our most significant clients, extending the duration and scope of our service provision. Furthermore it demonstrates how we can work together with our partner West to deliver the global customer service requirements of major customers through an attractive blend of customer service heritage, technology innovation and 100% platform resilience in supporting telephony services on a global basis."
Laura Collins, Editorial Management
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Eckoh is the UK’s largest provider of hosted speech recognition services, with experience in successfully deploying self-service solutions. These allow our clients to efficiently manage their contact centres by replacing the more repetitive calls with an effective and intuitive automated service. Our carrier-grade platform has the scalability to handle over 650,000 calls an hour and up to 8,000 simultaneously. Our platform has the capacity to manage even the most dramatic and unexpected call peaks.
About West Corporation:
West Corporation is a provider of outsourced communication solutions. The company helps its clients communicate effectively, maximize the value of their customer relationships and drive greater revenue from each transaction. West’’s integrated suite of customized solutions includes customer acquisition, customer care and retention services, interactive voice response services, and conferencing and accounts receivable management services.
Published: Wednesday, February 17, 2016