Scott Etzler, PresidentRecently, the New Castle, DE based Hospital Billing and Collection Service (HBCS)—a firm that serves the revenue cycle needs of healthcare organizations—was seeking solutions to improve their quality of interactions between customers and call center agents. HBCS wanted to ensure that all of its transactions were recorded and archived as a note for future dispute management. After scrutinizing through prospects, HBCS approached West Unified Communications Services—a network service firm, known for efficaciously offering cloud-based solutions and services to make better connections and deliver results with zero time delay. The implementation of Cloud Call Recording with built-in quality management templates from West empowered HBCS to record all of its incoming and outgoing calls securely.
Cloud Call Recording provided HBCS with a perfect tool for quality management, with which any number of ‘question templates’ can be defined for evaluating agent calls. The solution further aggrandized the auditing capabilities by augmenting agent visibility, unveiling previously hidden processes, knowledge, and workload problems. “Through West anyone from agent to CEO, can submit a product improvement and then track them online. This provides us with a continued return on our investment,” asserts Tony Zulkowski Sr. Project Leader, Communication System, HBCS. With the wave of changes driven by cloud and supporting architectures, West offers its clients a clear path and defined set of options for their successful journey in the market.
The Chicago, IL based West has deep expertise in designing, deploying, and managing Unified Communications as a Service (UCaaS). “There are always several unknowns because the markets can change and there is subjectivity on how big the market really is,” points out Scott Etzler, President, West Unified Communication Services. The firm’s vice-like focus lies on delivering cloud-based Unified Communications (UC) solutions comprising conferencing and collaboration, enterprise voice, messaging and presence, network management, client application integration, and contact center.
UCaaS assures unparalleled collaboration within the teams to talk and share information wherever they are
By offering valuable deep-rooted support to its clients, UCaaS solutions enable enterprises to reap the maximum benefits—enhanced productivity and workplace collaboration, reduced travel and operational costs, increased reach and interactions, and heightened financial flexibility. It assures unparalleled collaboration within the teams to talk and share information wherever they are.
The firm’s West Cloud Call Recording software ameliorates customer interaction within contact centers— including voice and computer screen content. It encrypts every call using digital certificates that only the agents can authorize via secure interface. Cloud Call Recording economizes on yearly audits and seamlessly plugs into all major CRM systems, enabling enterprises to manage recordings from within the customer record. Furthermore, the software integrates with phone systems, including hosted VoIP PBX solution, with tight integration, delivering call transfer tracking and agent level indexing. With internet banking level security and dual resilient recording of each interaction, West ensures financial and credit card PCI Compliance with an optional module that you can simply bolt-on if needed.
“We believe that our commitment to enhancing solutions while expanding our global reach has been paramount to maintaining our longstanding placement in the market,” says Etzler. Additionally, West intends to vanguard its technology pace by expanding its broad communication services with support for high-end video conferencing and Skype for Business integration. On a progressive note, he continues, “We remain dedicated to providing our clients with high-quality UC and collaboration tools that consistently and reliably deliver effective UCaaS solutions and user experiences.”