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WSO2Con 2013 - West Connect Powered by WSO2


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  • 1. West Connect Powered by WSO2 Pranav Patel VP, Systems Development
  • 2. Leading Global Provider of Technology-Driven Communication Services
  • 3. West’s Suite of Communication Solutions
  • 4. West Interactive • Headquartered in Omaha, NE - Subsidiary of West Corp • Providing contact center solutions for 20+ years cloud-based IVR/Speech automation mobile apps for customer care hosted contact center carrier grade, scalable and reliable platform
  • 5. Our Scale & Reach • • • • • • • • 4 Billion Minutes of Customer Engagement annually. Half Billion Proactive mobile and voice notifications delivered annually. 140,000+ Ports of IVR. 4,000+ Customer Engagement Applications deployed. 350+ Client Contact Centers are frontended with West’s voice solutions. 150+ real time host interfaces. 44 Global Contact Centers owned and managed by West. 35 Global Data Centers across all of West Network Operations Center in Omaha, NE
  • 6. The Challenge
  • 7. The Business Challenge • Customers are demanding anytime, anywhere access to data and services • More channels for communication than ever before – mobile apps, text messages, phone, e-mail, social,… • Just offering the channels is not enough, need to connect them to improve the overall customer experience • Systems have to be intelligent
  • 8. Consumer Interactions • More complex and urgent the problem, the more likely the consumer will attempt to access channels at the higher end of the scale
  • 9. Our Internal Challenges • Inflexibility – Silo’ed technology and services with channel centric application business logic, not flexible enough to support dynamic business needs. • Lack of Standardization • Need for Centralization – underutilized duplicate technology resources resulting in higher operational management & maintenance costs • Old, Proprietary technologies
  • 10. West ConnectTM • Enabling middleware platform based on Service Oriented Architecture (SOA) • Set of technologies and core services that are open, flexible, and standards based • Provides for multichannel communication, multi-tenancy and services such as Identity Mgmt. Rules Engine Notifications Context awareness Analytics and more
  • 11. West ConnectTM APIs • REST APIs made available for internal and external consumption • Cloud APIs – potential new source of revenue • Allows communication channels not owned by West to take advantage of West Connect Services
  • 12. Architecture
  • 13. Why WSO2? • Open Source – low cost of entry • Flexible, pluggable architecture – allows to install only products we are interested in using • Low infrastructure footprint • API Manager
  • 14. Interaction Cycle Collect & Store Collect and store customer interaction data across all channels Based on the learning and rules perform action – could be pro-active Act Analyze Analyze the data, learn from it and apply business rules
  • 15. West Connect™ Context Services Manages customer context and history to drive intelligence in various interactions, regardle ss of channel Video Mobile Recent History Customer Identity Customer Past History Web Agent Social
  • 16. Context Services • APIs to support reading and writing of context data about customer interactions from all channels • User profile management – identify users based on any one of their stored IDs – phone number, email, login id, mobile device id • Business logic, rules and event processing • Drives predictive and proactive communication
  • 17. Use Case Example
  • 18. Thank You