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West Connect Powered by WSO2

Pranav Patel
VP, Systems Development
Leading Global Provider of Technology-Driven
Communication Services
West’s Suite of Communication Solutions
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
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
WSO2Con 2013 - West Connect Powered by WSO2
The Challenge
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
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
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
WSO2Con 2013 - West Connect Powered by WSO2
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
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
Architecture
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
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
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
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
Use Case Example

WestInteractive.com
WSO2Con 2013 - West Connect Powered by WSO2
Thank You

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WSO2Con 2013 - West Connect Powered by WSO2

  • 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
  • 8. 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
  • 9. 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
  • 10. 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
  • 12. 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
  • 13. 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
  • 15. 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
  • 16. 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
  • 17. 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
  • 18. 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