Avoke enables complete visibility into a customer call from the first ring to call completion, West stated in a press release.
West has not disclosed financial details of the deal, but analysts say Avoke will certainly enhance West’s portfolio of voice, text and unified communication solutions.
West was once a major contact center services provider in the Americas, but it sold its agent services unit to Alorica in 2015.
West engages over 65 million individuals around the world with IVR and SMS/text each month, exceeding more than 7.5 billion multi-channel transactions and 6 billion call minutes annually.
Avoke combines audio recordings, text transcription, IVR navigation, and call data in a single web-based environment, enabling call center operators to see what’s happening on calls, understand them, and make measurable improvements with interactive tools.
“The innovative business intelligence Avoke has created can transform a company’s caller experience – and improve the bottom-line – overnight,” said John Shlonsky, CEO of West Corporation. “Avoke’s unique software makes calls easier and faster; it is a natural extension to West’s product line, which already helps companies implement ideal communication infrastructures and optimizes results.”
The analytics company provides software-as-a-service for several companies in consumer electronics, healthcare, telecom and financial services industry. Analysts say West may soon start selling its communication solutions to those clients.
Founded in 1986 to to handle telemarketing calls, West Corp has operations across the Americas, including Canada and Latin America.