West Corp. - Call Centers - Category Directory

1-800-762-3800

11808 Miracle Hills Drive
Omaha, NE 68154 

www.west.com

Sales

$988 million

Business Description

West Corporation is one of the largest independent providers of call centers and outsourced communication services and worldwide conferencing services. The company enables its clients to outsource a wide range of communication services as well as providing audio, video and web conferencing services. West provides services to their clients through two segments, call center / communication services, and conferencing services.

Call centers / communication services include both agent and automated services. Call center services provide clients with a comprehensive portfolio of services driven by both customer–initiated (inbound) and West-initiated (outbound) transactions. West offers clients large volume transaction processing capabilities, including order processing, customer acquisition, customer retention, customer care and accounts receivable management. Call center services are primarily consumer applications but we also provide business-to-business applications. Automated services operate over 140,000 Interactive Voice Response ports, which provide large-volume, automated voice response services to clients. Examples of automated services include secure automated credit card activation, prepaid calling card services, automated product information requests, answers to frequently asked questions, utility power outage reporting, and call routing and call transfer services.

West's communication services business operates a network of customer contact centers and automated voice and data processing centers throughout the United States and in Jamaica, India and Canada. The communication services business also manages a home agent solution. The home agent solution allows the agents to work from their homes and interface with our customer contact center network.

West's conferencing services include an integrated suite of audio, video and web conferencing services. These services range from basic automated solutions to highly complex, international operator-assisted and event driven solutions. Video conferencing services provide basic video conferencing with the additional ability to visually share documents and presentations. Web conferencing services provide web conferencing and interactive web-casting services.  The company's conferencing services business operates facilities in the United States, the United Kingdom, Canada, Singapore, Australia and New Zealand.