Complete information on West Interactive products and services.

1. World Class Provider of Automated
Customer Contact Solutions
West Interactive

2. Discover a Higher Level
of Customer Care

3. We help you improve
your customer care.
Anyone can build an automated customer care application, but very few
can build and manage one that delights your customers. That’s why many
of the nation’s leading companies turn to West Interactive to help them
discover the number of ways automating their customer contact solutions can
improve service, ensure customers have a pleasant experience, and drive down
total customer contact costs.
Our Interactive Voice Response (IVR) and Advanced Speech Recognition (ASR)
solutions give your customers the power to easily access information or
conduct transactions via landline or wireless telephones, hand-held devices
or the Internet. West Interactive is the leader in automated customer contact
solutions. Our robust, standards-based, open architecture supports
call control, computer-telephony integration (CTI), Voice
over Internet Protocol (VoIP), natural language and
VoiceXML.
Since 1989, we have been integrating our technology
seamlessly with other corporate information systems,
websites and contact centers. Whether it’s a simple or
complex solution required, we can provide you with
superior operational flexibility, stability and security.
We cross all verticals including: media (cable and
satellite), retail, travel, healthcare, pharmacy,
transportation, entertainment, financial services,
insurance, utilities and government.
West Interactive leverages its in-depth
experience to develop solutions that not only
meet the needs of your company, but will
also help you gain significant advantage
over your competition. Regardless of the
solution, West Interactive has the
expertise and cutting-edge technology
to help your company succeed.

4. A U T O M A T E D I N B O U N D
An extension of your voice.
One of the few.
West Interactive is one of the few companies with the proven
ability to blend natural language, directed dialogue and touch-tone
applications together with call center agents to create a
comprehensive blended solution that meets the needs of every
caller. By trusting your needs to West Interactive, you gain access
to a world-class fully managed and/or hosted IVR solution and
avoid the high costs of technology upgrades.
With many years in the automated customer contact and call center
industry, you can be assured we know how to successfully connect
and support your customer. We have complete solutions whether
on-premise, hosted or fully managed, and the advanced knowledge
to help get your application up and running in a timely manner.
When your inbound calls are automated with West Interactive, you’ll
decrease your costs, improve revenue and loyalty and greatly enhance
the customer experience.
Communicate with your customers using
natural language, directed dialogue or touch-tone.
West Interactive is one of the only companies to have natural language
solutions running for various national clients. Natural language is the
best speech solution to help your customers talk naturally. A typical
natural language system asks open-ended questions such as "How
can I help you?" Callers speak in a natural phrase or sentence, and
then proceed through the relevant applications or are routed to an
appropriate agent. In turn, customers feel like they don't have
to speak in IVR code or be forced into specific options. Your
customers can just talk naturally which simplifies calls and
boosts customer satisfaction. Natural language is based on
artificial intelligence, and is the most advanced way to
proceed with customer contact solutions.

5. West Interactive
offers products
and services that
are unique,
advanced, and
offer quick
solutions.
■ Inbound
With West Interactive, there are more advanced directed dialogue
■ Outbound
solutions available, which can be integrated with natural language and
■ Intelligent Call Routing
other speech applications for best results. These solutions can be less
expensive and faster to implement making them ideal for certain client ■ Customer Surveys
situations. Callers appreciate the time savings of directed dialogue over ■ Caller Analytics
simply pressing numbers.
Touch-tone is a viable way for some companies to proceed with
automated customer contact solutions. At West Interactive, we take
touch-tone to a much higher level by combining speech applications,
which allows your customers to have the most efficient and positive
experience when they call.
We’re one of the few companies who can provide you with proven
blended solutions to meet all of your comprehensive requirements.
Trust West Interactive to help you with automated customer
contact solutions, and we will improve revenue, adoption, loyalty
and satisfaction.

6. A U T O M A T E D O U T B O U N D
IntelliCast™ – a powerful
solution for sending one-on-
one automated messages.
Today, you need a quick, reliable and easy way to proactively contact
your customers before they contact you. IntelliCast delivers a robust, multi-
channel solution that gives you the power to easily deliver simultaneous
real-time notifications to millions of people located anywhere in the world
by voice, email or SMS. Customers can be notified ahead of time about a
variety of things such as a flight that is delayed, a prescription that is ready,
or reminded of a service appointment, just to name a few. IntelliCast
makes it fast, easy and cost effective to send messages that connect with
your customers anytime, anywhere, any place.
When you use IntelliCast, you’ll be assured that the expertise
and reliability of West Interactive is behind the product, and is
combined with superior experience in many vertical industries
including pharmacy, financial services, insurance, travel,
media (cable and communications).
Customer Preference
Management is a patented feature
of IntelliCast that enables your customers
to choose how they want to receive their
messages by voice, email, SMS, or any
combination. It’s one of the most helpful
and unique services you can offer, and
puts your customers in control of how you
communicate with them, which increases
their brand loyalty to you.

7. IntelliCast offers
significant
advantages:
■ Reduces inbound calls
■ Allows customers to set
their own preferences
TeleVox® – automated messages
especially for the healthcare industry. ■ Reduces operating costs
TeleVox, an affiliate of West Interactive, is one of the nation’s leading providers ■ Improves customer
of automated notifications for the healthcare industry. Thousands of healthcare satisfaction
organizations and practices have turned to TeleVox for innovative ways to ■ Improves customer retention
communicate with patients. We've reduced appointment no-shows. We've
■ Increases brand awareness
streamlined lab results delivery, and we've even taken practices online.
and loyalty
Our flagship product HouseCalls is currently used in over 14,000 healthcare
organizations nationwide. From hospitals to large medical groups,
■ Drives new revenue
orthodontists and dentists, dermatologists to ophthalmologists, HouseCalls
is the perfect automated messaging system for your organization and is the
number one appointment calling system in healthcare.
Our solutions cover a broad range of messaging and communication
applications, all designed to improve doctor-patient communication.
■ HouseCalls — contacts patients automatically with important
information from their doctor’s office using phone, email or SMS.
■ LabCalls — provides access to patients inquiring about test results
at any time.
■ T.LINK — allows doctors and staff to effectively and efficiently
communicate with patients online.
■ Vox On-Hold — uses customized messages to educate and entertain
while patients are waiting to speak with staff by phone.

8. E X P E R T S O L U T I O N S G R O U P
Expert Solutions Group™ –
a national leader in
automated customer
contact strategy.
Expert Solutions Group provides you access to experts who help you
optimize interactions with your customers. We help you know what
your customers are thinking and how they’re interacting with your
speech application. We answer the strategic questions like who is
calling and why they’re calling. Our team of experts helps you improve
your customer’s experience and reduce your costs.
The best advice in the business.
Our consultants advise clients and design, develop and manage
automated applications for many of our nation’s leading companies.
We work with clients on the following:
■ Initial strategic analysis
■ Customer focused research
■ Usability testing
■ Dialog design consulting
■ Audio prompt recording and production
■ Application tuning and maintenance
Customer behavior analytics.
Our special analytics team focuses on customer segmentation and
behavioral analytics. We help design customer surveys, interpret
results, and develop action plans. We use our methodologies to
understand what drives customers to contact you, and then advise
you on how to manage your customer contacts more effectively.
Expert Solutions
Group provides:
■ Speech Services ■ Research
■ Creative Services ■ Customer Surveys
■ Analytics

9. I N T E L L I G E N T C A L L R O U T I N G
Intelligent call routing –
a link to one of the most
effective systems in the world.
It’s easy to connect with your customers.
Intelligent call routing from West Interactive is a network-based
on-demand contact center solution that enables voice, data and desktop
delivery to any person anywhere, at anytime. It’s a dynamic solution that
allows you to manage your own home-based agents or multiple call centers
without having to outsource all your services. It helps you avoid making a
capital investment for an on-premise call solution, and provides you
the opportunity to focus on your core business rather than on
supporting technology.
West Interactive’s call routing solution provides:
■ Intelligent call routing to the best available agent.
■ Seamless integration to lower costs and improve the caller experience.
■ Real-time operations monitoring and unified reporting.
West Interactive’s call routing solution gives you the ability to lower
your call center costs, increase call handling capacity, and
eliminate the need for expensive upgrades and call center
expansions. You can reduce future infrastructure
upgrades and up-front capital investment and still
maintain the latest in technology. With West
Interactive’s call routing solution, you’ll only
pay for what you use, and free up the rest of
your critical resources to make investments
in other crucial areas of your business.

10. T E C H N O L O G Y L E A D E R S H I P
Our state-of-the-art
technology offers
a higher degree of
performance.
West Interactive’s integrated speech technologies provide you with a
higher level of service and performance. Our flexible, open-standards
architecture and rapid development environment use best-in-class
technologies and a wide range of modular components to help us
bring new features and solutions to market more quickly and with
greater results. West Interactive’s platform is Voice over Internet
Protocol (VoIP) enabled, allowing companies to lower their
telecommunications expenses. We partner with every client
to design a solution that not only meets your needs, but can
easily evolve to address the ongoing opportunities of an
ever-changing marketplace.
Multi-Channel solutions
West Interactive offers multi-channel solutions including
voice, email and SMS. We analyze each and every
client’s needs and then recommend which solution or
combination of solutions to use. We connect 24/7 with
your customers assuring you that they will be taken
care of any time of the day or night.
Redundancy
Our automated transaction processing platform
is one of the largest in the industry with
geographically redundant data centers and tens
of thousands of ports. Our extensive platform not
only provides companies with scale-driven
redundancy, but also peace of mind that every
contact will be answered, and the assurance
that every automated solution delivers the
greatest value.
Capacity
West Interactive has the resources and expertise to
scale based on your volume demands. Our aim is
to meet the demands of your customers for the
best possible customer experience. We offer
on-time and on-budget deployments as well as
life cycle management. Our capabilities span
all carriers and utilize 120,000 shared
communication ports.

11. Compliance
We work with your advisors
and experts to help keep you
informed of any regulatory or
legislative changes that may
affect you. In addition, we
have compliance processes
and procedures for:
■ Legislative mandates, such
as the Sarbanes-Oxley
Integration
Act (SOX)
We have developed and managed hundreds of integrations with client systems.
No matter how complex your situation might be, we can suggest and
■ Ronald A. Katz Technology
implement an integration solution. We know that time is of the essence and
patent portfolio
client technical resources are scarce, so our solutions are intended to minimize ■ HIPAA
client technical changes. In fact, the strength of West Interactive is in the ■ Gramm-Leach-Bliley
diversity of our technology, which is very unique in the industry. No matter the
■ ISO17799
carrier, search engine or platform you use, be assured we can work with you.
■ SAS 70
Network Operation System
Be assured West Interactive
Our Network Operations Center (NOC) is one of the most technologically
advanced systems in the world. Our operations nerve center, the NOC oversees
Corporation understands your
billions of telephony minutes and millions of customer transactions for many legal and regulatory needs.
of the nation's premier companies. The NOC is monitored 24 hours a day by
highly specialized personnel. More than just mere reporters of information,
they are empowered to act - minimizing the effects of any problems and
maximizing the potential of every effort.
Representation on Leading Industry Boards
At West Interactive, we actively participate in many industry-driven
associations, and sit on leading industry boards including VoiceXML, an
open standards board, and AVIOS, a professional society devoted to the
advancement of speech technology.

12. P E O P L E & E X P E R T I S E
Our people
make the difference.
The people of West Interactive lead the way, and every day, project
after project, challenge after challenge, innovation after innovation,
they prove to our clients they are the best and the brightest. They have
extensive experience with call automation and call center operations
and they know how to best communicate with your customers. Not
only are they using the latest research every day, they’re deploying
it on a daily basis. They’re driving the standards of how
speech will be done and, as a result, forging a new and
better way for the future of our industry.
We continually strive to identify, attract and retain
the highest quality people, representing a diverse
range of backgrounds, experiences, talents and
industries. We then provide them with the tools
and training they need to remain at the top of
their profession. This assures you we can offer a
level of performance and results that are
greater than any other automated customer
contact solution.

13. “West Interactive’s
innovative and
comprehensive
analytical approach
to design, complete
with their WOZ
(usability) testing
capabilities, has
enabled us to
Supporting your goals and day-to-day activities.
Our client operations teams have vast experience in each vertical
deploy sound and
market. As a result, clients are assured of receiving comprehensive proven solutions
project management expertise. The teams proactively search for ways with confidence.”
to help generate revenue, manage costs, handle the ongoing day-to-day
applications and, most importantly, make sure everything keeps Ken Carmichael
running smoothly so your goals and expectations are met. You’re given AT&T Program Manager,
operational reports on all the predetermined business drivers, and BMG Customer Services
on-site quarterly performance reviews which provide you with IVR and Telephony
important customer data.
Our people are the future.
We are so confident of our people that we know future innovations
in our industry will be because of their abilities, hard work and
dedication. They are tenured, highly educated and actively participate
in all industry driven associations. They lead the way in innovation,
research and creativity with numerous industry awards. As a company
of talented people, we’re ideally positioned with unique expertise and
exceptional vision to partner with you, support you, and help you as
you grow and expand into the future.

14. Reach out to
customers at a
higher level.
Constantly evolving to achieve more.
West Interactive has the expertise, experience and
technology to truly partner with you as few others
can. We speak for more of the nation's leading
businesses and industries, and to millions of
people located across the country and around the
world. Be assured we’ll be your genuine partner
in designing, building and implementing your
automated customer contact solution. Whether you
need a simple or complex solution, we’ll help you. When
you want to better understand your customer, we’ll help
you. If you have a unique challenge or need to quickly solve
a problem, we’ll help you.
We’re here to collaborate with you, advise you and assist you in
getting the very best automated customer contact solution possible.
With years of experience and proven success for our clients, West
Interactive continues to define standards by which all other
providers are measured. You won’t find a better partner to grow
with, go forward with, and work with to achieve the first-class care
you want to give your customers now and into the future.

15. Call West Interactive today, and find out more
about the advanced, automated customer
contact solutions your customers deserve.
Call 800-841-9000
Or visit us online at westinteractive.com

16. WEST INTERACTIVE CORPORATION
11808 Miracle Hills Drive
Omaha, Nebraska 68154
Call 800 -841-9000
or visit our website at westinteractive.com
Copyright © 2007 West Corporation. All rights reserved. EOE/AA Employer