World Class Provider of AutomatedCustomer Contact Solutions

West Interactive

Discover a Higher Level of Customer Care

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.

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.

With West Interactive, there are more advanced directed dialogue

solutions available, which can be integrated with natural language and

other speech applications for best results. These solutions can be less

expensive and faster to implement making them ideal for certain client

situations. Callers appreciate the time savings of directed dialogue over

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.

West Interactiveoffers productsand services thatare unique,advanced, andoffer quick solutions.■ Inbound■ Outbound■ Intelligent Call Routing■ Customer Surveys■ Caller Analytics

A U T O M A T E D O U T B O U N D

IntelliCast™ – a powerfulsolution 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 PreferenceManagement 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.

TeleVox® – automated messages especially for the healthcare industry.TeleVox, an affiliate of West Interactive, is one of the nation’s leading providers

of automated notifications for the healthcare industry. Thousands of healthcare

organizations and practices have turned to TeleVox for innovative ways to

communicate with patients. We've reduced appointment no-shows. We've

streamlined lab results delivery, and we've even taken practices online.

Our flagship product HouseCalls is currently used in over 14,000 healthcare

organizations nationwide. From hospitals to large medical groups,

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.

IntelliCast offerssignificantadvantages:■ Reduces inbound calls■ Allows customers to set

their own preferences■ Reduces operating costs■ Improves customer

satisfaction■ Improves customer retention■ Increases brand awareness

and loyalty■ Drives new revenue

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

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.

I N T E L L I G E N T C A L L R O U T I N G

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 solutionsWest 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.

RedundancyOur 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.

CapacityWest 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.

T E C H N O L O G Y L E A D E R S H I P

IntegrationWe have developed and managed hundreds of integrations with client systems.

No matter how complex your situation might be, we can suggest and

implement an integration solution. We know that time is of the essence and

client technical resources are scarce, so our solutions are intended to minimize

client technical changes. In fact, the strength of West Interactive is in the

diversity of our technology, which is very unique in the industry. No matter the

carrier, search engine or platform you use, be assured we can work with you.

Network Operation SystemOur Network Operations Center (NOC) is one of the most technologically

advanced systems in the world. Our operations nerve center, the NOC oversees

billions of telephony minutes and millions of customer transactions for many

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 BoardsAt 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.

ComplianceWe work with your advisorsand experts to help keep youinformed of any regulatory orlegislative changes that mayaffect you. In addition, wehave compliance processesand procedures for:

■ Legislative mandates, such as the Sarbanes-Oxley Act (SOX)

■ Ronald A. Katz Technology patent portfolio

■ HIPAA

■ Gramm-Leach-Bliley

■ ISO17799

■ SAS 70

Be assured West InteractiveCorporation understands yourlegal and regulatory needs.

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.

Supporting your goals and day-to-day activities.Our client operations teams have vast experience in each vertical

market. As a result, clients are assured of receiving comprehensive

project management expertise. The teams proactively search for ways

to help generate revenue, manage costs, handle the ongoing day-to-day

applications and, most importantly, make sure everything keeps

running smoothly so your goals and expectations are met. You’re given

operational reports on all the predetermined business drivers, and

on-site quarterly performance reviews which provide you with

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.

“West Interactive’sinnovative andcomprehensiveanalytical approachto design, completewith their WOZ(usability) testingcapabilities, hasenabled us todeploy sound andproven solutionswith confidence.”

Ken CarmichaelAT&T Program Manager,BMG Customer Services

IVR and Telephony

Reach out to customers at ahigher 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.

Call West Interactive today, and find out moreabout the advanced, automated customer contact solutions your customers deserve.

Call 800-841-9000Or visit us online at westinteractive.com

WEST INTERACTIVE CORPORATION11808 Miracle Hills DriveOmaha, Nebraska 68154

Call 800-841-9000or visit our website at westinteractive.com

Copyright © 2007 West Corporation. All rights reserved. EOE/AA Employer