Case Study: West Interactive achieves faster omnichannel customer engagement with WSO2 middleware

West Delivers Omni-Channel Customer Communications via Cloud Platform Powered by WSO2 Middleware

West Interactive, a long-standing provider of cloud-based customer experience solutions, needed to build a new platform to help its enterprise clients engage customers across a growing number of integrated communication channels, including phone, text, email, and social media. Facing a rapidly evolving market, their challenge was to move away from legacy systems and create a flexible, scalable, and intelligent solution without making a significant upfront capital investment, leading them to evaluate open source middleware from WSO2.

By adopting an integrated suite of WSO2 middleware products, including WSO2 Enterprise Service Bus, API Manager, and Governance Registry, West built a cloud-based, service-oriented architecture platform. This WSO2-powered solution provided the agility to rapidly develop and expose new services through APIs, facilitating nearly 300 million unique customer interactions each month. The results included a faster time to market for new services, reduced maintenance, and a clear path for future expansion using additional WSO2 products like Identity Server.

West Interactive

Pranav Patel

Vice President of Systems Development