West Interactive Receives ‘Positive’ Rating from Leading Analyst Firm

OMAHA, Neb.--(BUSINESS WIRE)--West Interactive, a leading provider of customer contact transformation solutions, today announced that its Holly Voice Platform received a “Positive” rating in Gartner’s 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”

“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 market-critical criteria.

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 processing up to 750 simultaneous calls on a single midrange server. In addition, the Holly Voice Platform has been independently certified compliant with the VoiceXML 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 and www.westinteractive.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.