Cloud Contact Center Natively Run on the Microsoft Azure Platform

Cloud Contact Center Natively run on the Microsoft Azure Platform

Improve customer engagement across any channel, blend channels and empower employees with technologies that deliver the CX vision. Capitalise on cloud-based telephony communications with Microsoft Skype for Business/Teams (Office 365), contact center, call recording and PCI compliance*. Why customers use West Unified Communications Services provides a revolutionary inbound, outbound, Cloud Contact Pro… multichannel cloud contact center platform with more than 400 features that runs natively in the Microsoft Azure cloud. With your entire unified communications and • Designed to improve and enhance contact center in the cloud, you can add Microsoft services, and deploy anywhere in customer interactions/experience. the world. • Runs natively in the Microsoft Azure cloud – deployment anywhere in Gartner has predicted that by 2020 one in five new contact center seats will be the world. run on Skype for Business. Therefore, it can be expected that this trend will • Ability to add Microsoft services e.g. start to pick up from 2018 (link to the source). By 2020, customer experience Voice. • Integrates with Skype for Business/ . will overtake price and product as the key brand differentiator Teams (Office 365) deployment. • Increased call productivity, with best-in-class capabilities. • Fully integrated Call Recording and Quality Management. • Workforce Management & real- time reporting. • Seamless workflows for agents blending contact handling activity across multiple channels.

Drive Improved Customer Seamless Transition to Cloud Improved Productivity & Experience / Engagement Communications Operational Efficiency • WestUC portfolio of services • Smaller On-Premise footprint • Skype for Business/Teams aligned to Microsoft’s Practical integration with Cloud Contact Guidance for Cloud Voice • Streamline communications Pro infrastructure across the • Adopt phased transition from business • Multichannel routing, traditional voice to multimedia monitoring, reporting and contact center • Task automation feedback to optimise channels

92% of businesses can link Dedicated Success Managers to customer experience to revenue optimise Cloud transition Achieve ROI in 12-18 months**

Proof & Statistics Cloud Contact Pro • Only 29% of contact centers can build and deliver a Our promise to you seamless customer experience across multiple channels. Low-risk set-up to transition operations, test • On average ROI is achieved in 12-18 months using Cloud new functionality and streamline Contract Pro integration with Microsoft Skype for communications infrastructure. Business/Teams.** • An average 30% improvement in customer satisfaction.*** An offer to get you started • Consultative Approach • Improved productivity on average of 30-50% • Design Workshop with Specialist • Improved operational efficiencies by 30-50% through task • Free Audit of current estate with Experts to automation understand landscape • Commercial Offer • Proof of Concept FastTrack Practical Guidance for Cloud Voice Offer; click here.

Tangible Benefits / Desired Outcomes

• 70% increase in productivity & improved customer satisfaction levels. • Optimise agent productivity with seamless switch between inbound and outbound operations. • Intelligent call routing provides better control over where and who calls are directed to. Why West? • A’ Microsoft® Gold Communications Global Partner who can achieve a fully-featured Cloud Contact Center, natively run on the Microsoft Azure Platform • Named Leader in the 2017 Gartner Magic Quadrant for UCaaS, and a Niche Player in the 2017 Contact Center as a Service (CCaaS) Magic Quadrant • A PCI-DSS v3.2, Level 1 Compliant Service Provider for Hosted Call Recording* • Tier 1 Microsoft Cloud Service Provider/CPOR for Office 365 • Part of the Microsoft P-Seller program • Largest global provider of voice conferencing into Office 365 • Certified Microsoft SIP Trunk Provider

*PCI compliance assertions are applicable to Cloud Contact Pro ONLY.

**Subject to previous environment and performance of old solution.

***Subject to previous environment and performance of old solution. This could be up to 100% if best practice is applied across all capabilities deployed.