|[September 10, 2012]
West Interactive Receives 'Positive' Rating from Leading Analyst Firm
OMAHA, Neb. --(Business Wire)--
West Interactive (News - Alert), a leading provider of customer contact transformation
solutions, today announced that its Holly Voice Platform received a
"Positive" rating in Gartner's (News - Alert) 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
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 processingup to 750 simultaneous calls on a single midrange
server. In addition, the Holly Voice Platform has been independently
certified compliant with the VoiceXML (News - Alert) 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."
For more information about the Holly Voice Platform and West
Interactive's solutions for customer contact transformation, visit www.west.com
About West Interactive
West Interactive is a global leader
for delivering automated customer contact solutions. For more than 20
years, West Interactive's innovative customer engagement and routing
solutions have made us the partner of choice for many of the world's
most trusted brands. Our unified contact technologies power more
meaningful and profitable relationships by enabling our clients to know,
serve and engage their customers.
Gartner MarketScope Disclaimer
Gartner does not endorse any
vendor, product or service depicted in its research publications, and
does not advise technology users to select only those vendors with the
highest ratings. Gartner research publications consist of the opinions
of Gartner's research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose. For more
information about Gartner's MarketScope for IVR Systems and Enterprise
Voice Portalsm, visit http://www.gartner.com/technology/research/methodologies/research_markets.jsp.
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