West Releases Managed On-Premises IVR

West Interactive, a provider of hosted and managed automated customer contact solutions, today announced a managed service offering that simplifies the design, installation, and operation of premises-based IVR systems. This managed service solution allows an enterprise to use its existing onsite telephony infrastructure, which will reduce costs while keeping its IVR platform current and VXML certified.

"Some organizations choose to have their own on-premises IVR platform to meet specific business and operational objectives. These same organizations may lack the funding and personnel to build IVR self-service solutions that continue to deliver relevant business results over the long term," said Rob Kassel, vice president of product management at West Interactive. "The Managed On-Premise model offers an ideal solution to this dilemma, allowing organizations to be confident that their contact center technology will meet customer communication needs now and in the future."

A Managed On-Premise deployment makes it possible for enterprises to leverage their own investments in servers, data networking, and telephony termination installed in their own facilities. West designs and manages the client's applications and provides infrastructure support, maintenance, and monitoring capabilities that can greatly reduce the expense required for companies to meet today's complex customer service needs.The Managed On-Premise solution extends West's portfolio of flexible deployment options which now includes:

• a fully managed premises or hosted solution that allows businesses to outsource all aspects of their IVR solution to West;
• a platform-as-a-service solution that provides an enterprise access to West's hosting facilities to develop and manage IVR applications; and
• a platform purchase model that allows companies to license the West platform for use in their own facilities.

"We are pleased to offer the Managed On-Premise option as another way to serve our clients," Kassel said. "Now, organizations can get the on-premises IVR solutions they need without having to shoulder unnecessary burdens, risks, or costs."