West delivers omni-channel customer communications via cloud platform

powered by WSO2 middleware

February 20, 2017

What West does

● Provider of communication solutions to client organizations; helps them to

○ Enable secure and seamless interactions across voice, mobile and other channels ○ Increase productivity and profitability

● Facilitates nearly 300 million unique customer interactions every month; handles over 3 billion automated customer interactions annually

● Provides solutions to a diverse range of industries, such as healthcare, education, utilities, retail, financial services, retail, insurance and telecommunications

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The challenges at hand

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● The need for channels that are wholly integrated ● Intelligent systems that can proactively provide event-based or rule-based

notifications ● Go beyond legacy systems that offer increased flexibility to meet business

requirements

Technical requirements

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Create a platform that

● Supports service-oriented architecture (SOA) based on modern middleware

technologies● Enables flexible customer experience management● Allows them to go-to-market quickly● Run on West’s private cloud● Reduces cost

West’s communications’ solution architecture using WSO2 middleware

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WSO2’s open source products’ capabilities

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● WSO2 ESB serves as the SOA’s backbone and provides mediation and transformation

between West’s different applications

● WSO2 Governance Registry enables run-time SOA governance

● WSO2 API Manager enables West to expose APIs to internal or external applications

that may integrate with the platform

Advantages of WSO2’s open source products

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● Flexible and pluggable architecture● Low cost of entry● Low infrastructure footprint● The platform’s componentized architecture enables cloud● Allows all products to work together● Runs well on both on-premise or the cloud● High quality of support services

To learn more about this customer use case, refer to the case study.

Read the Case Study

THANK YOU

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