For more than two decades, West UC has been a leader in cloud-based and hosted solutions for communications. With what might be the industry’s broadest stack of enterprise-grade UCaaS solutions, West enables communication with customers, collaboration among employees and connectivity to emergency assistance, and the company is committed to one straightforward goal: making communication easier for everyone.
West has been through some significant changes since the last time we spoke, so I thought it was about time I sat down with Enda Kenneally, the VP of EMEA UCaaS sales, and learned a little more about West’s expanded product portfolio in the EMEA region and how the business is working to continuously evolve and enhance its offering to keep pace with changing customer needs. .
Unified and Complete Communications Solutions from West
The first thing that Enda told me was that over the last year, West has been hyper focused on integration. Many will know West as a provider of InterCall conferencing solutions, others know West as a leader in hosted voice and networking solutions, still others recognise West as a provider of IVR tools and contact centre solutions. And they’d all be correct - West does provide all of these services, and many more that place the company at the heart of digital engagement. As a company that enables digital transformation for its customers it’s no surprise that West is currently undergoing a transformation of its own.
"The scope and range of solutions that West provides is much broader than many realise - we truly do cover everything for our customers, and to accommodate a future of digital transformation (DX), we’ve placed integration and simplification among our top priorities over the past year,” said Kenneally.
“We’ve created new structures within our organisation to drive better alignment across our teams, giving our customers broader and more straightforward access to our solutions and services. And through this process, we’ve managed to expand the range of customer experience solutions available to the EMEA region.”
West’s expanded customer experience solutions in EMEA include intuitive voice and self-service solutions, proactive notifications and mobility, expanded cloud contact centre capabilities and CX design and methodology services.
“It all comes down to delivering a better experience for our customers and in turn, helping them to provide a better experience for their customers. Through our expanded portfolio we feel that we are better equipped to help customers adapt to changing business conditions, handle omnichannel engagement and connect it all to their UC tools and services.”
West's Approach to Unified Communications as a Service
In terms of Unified Communications as a Service, West’s approach is to provide their customers with choices backed by the expertise to help them navigate through the selection and deployment process. Many of West’s solutions represent their own proprietary tools while others come from Cisco, Microsoft and other leading technology firms.
“Our goal is to give our customers a range of options so that they can select the best combination of tools to meet their current and future needs."
"A one-size-fits-all approach has never been part of our strategy and we never like to assume that one particular solution is the best to meet every customers’ needs."
"Customers turn to us because we have deep expertise weaving together multiple solutions and deploying in highly complex environments.”