West Corporation, a leader in outsourced contact center services and a pioneer in the field of remote or home-based agents, has been named 2008 North American Contact Center Outsourcing Company of the Year by Frost & Sullivan (News - Alert).


The award is presented annually to the company “that has demonstrated unparalleled excellence within its industry.” It is based on a range of factors including the company's business development, competitive strategy, customer satisfaction, and leadership within a particular Frost & Sullivan Industry Research Group (IRG).

Michael DeSalles, Strategic Analyst for Frost & Sullivan, said West was honored with award this year because of its leadership position “in a very competitive industry,” which was achieved thanks to its broad range of high quality customer contact solutions, plus the fact that it is a well-managed company.

"This award, which is based on interviews with market participants, customers and suppliers, along with significant secondary and technology research, reflects the strides West is making to bring best-in-class technologies to market and provide customer-focused solutions with remarkable economic upside to clients,” DeSalles said in a press release. “West's continuous rollout of communications solutions enables the company to meet virtually every customer contact and CRM need in nearly every industry."

Steve Stangl, President of West Communication Services at West Corporation, said the company has eanred its leader position “by focusing on quality and constantly offering new, best-in-class solutions."

"Our strategy is based on our continuous goal to improve customer satisfaction and create value for our customers,” he said. “This award is a validation of the efforts we put forth to meet our customer's rapidly-evolving needs."

In addition to being recognized for its outstanding management and broad suite of services and solutions, West was also hailed for its impressive revenue and market share growth, new market penetration, technological innovation and industry leadership. The award also recognizes West's ability to grow its business through strategic acquisitions.

West Corporation’s integrated suite of customized solutions includes customer acquisition, customer care, automated customer contact solutions, emergency communications, conferencing, and receivables management services.

West Corporation made news on TMCnet on Feb. 1 when it announced that it has signed an agreement to acquire TeleVox Software Inc. and CenterPost Communications in separate transactions. Both TeleVox and CenterPost are considered to be fast-growing firms in the notifications market. TeleVox has made its name as a provider of communication and automated messaging services to the healthcare industry. The company focuses on helping its customers to effectively communicate with their patients, reducing no-shows and improving the overall patient experience. Meanwhile, CenterPost provides self-service automated notification solutions. Companies using CenterPost applications can communicate with customers via e-mail, fax, wireless text and instant messaging. The company focuses on clients in the pharmaceutical, travel, insurance and financial services industries.

For more information about West Corporation, visit www.west.com.

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