Recognizing that new customer engagement models engender increased complexity, West Interactive has rounded out its IVR offerings by adding a premises-based, managed service option. The offer is very much in concert with love/hate relationship that businesses display toward “The Cloud” (be it “public” or “private”) and the existence of a broad spectrum of service-based offerings (Software-as-a-Service, Platform-as-service or Infrastructure-as-a-Service, just as examples).

West’s approach captures the spirit of Recombinant Communications (RC) by making it simpler for companies to preserve and extend the service lives of the resources that work well for them, meaning premises-based servers that perform speech-processing, call-processing and self-service applications. At the same time, it lays the foundation for them to incorporate or “splice in” the latest technologies, tools, data and meta-data that make Conversational Commerce within reach. That’s how West’s managed, on-premises model a transformational product (or service) fits the need for companies to lean on 3rd parties take the risk out plans to take advantage of what is now called “The Cloud,” but could, just as accurately be thought of as hosted services. Thus it will accelerate the transformation to cloud-based instantiation of self-service while maintaining flexibility in their deployment strategy and maintaining the resilience of their time-tested on-premises solutions.

With its new, managed services approach, West supports the “hybrid” deployment strategies that are becoming commonplace in these very dynamic times.

Categories: Articles

Tags: hosted services, Recombinant Communications, West Interactive, Automated Speech