About West Pier

We provide award winning business communication and networking solutions as well as support from some of the world's leading technology providers.

We specialise in business telephone systems, cloud telephony, unified communications, telephony support and maintenance and contact centres. Our Technology partners include Avaya, RingCentral, and Five9.

Our target market is companies between 30 and 5,000 employees (single or multi-site) that typically have a requirement for complex integration with email, CRM systems etc. as well as integration with contact centres, multimedia contact centres or a unified communications solution. We offer holistic solutions, whether you need a broadband connection, some SIP Trunks, or a mobile phone contract - we can supply a leading solution and bundle them with your telephony or UC needs.

Avaya Partner in Customer Excellence

We are the only Avaya partner in the UK to have received the Avaya Partner in Customer Excellence Award in four consecutive years. This award is received when an Avaya partner consistently receives customer feedback (collected by a 3rd party) of above 94% over a period of 12 months. To win this award once is an honour, to win it four years in a row is unheard of.

Customer Service

There are many companies that specialise in telephony and unified communications; however, these companies tend to focus on new business and do not take customer service and retention seriously. We are different as our primary focus and area of expertise is in customer support and maintenance where we lead the field with the experience, knowledge, and accreditation. We operate an industry leading ticketing portal, with which we transparently communicate with clients re: questions, service and support requests, quotations, and installations. The portal gives our customers unparalleled visibility on every request they make, allowing them to track, edit and chase every request.

We not only look after our clients during normal business hours but also offer "out of hours" cover which includes weekends and bank holidays. Our Helpdesk is managed 24/7 by our team of engineers and experts. Every one of our clients can call upon their assigned engineer if the need arises for questions, support, and ongoing development of their solution. We feel this is of the upmost importance due to the complexity of modern voice and data networks. Having the ability to call their assigned engineer can save clients the arduous task of explaining their solution/network or issue every time they have a need to contact their maintainer, which in the case of our larger competitors can cause immense frustration, poor customer service and hours of wasted time. As testimonial to our service, West Pier Telecom was selected in to install and support the new 999 contact centre for Dorset Police and Warwickshire Police.

Our Technology Partners

At West Pier Telecom, we only work with the best of breed. Our primary technology suppliers for telephony and unified communications are true industry leaders.

Our Partners:

Leader in Gartner's 2019 Magic Quadrant for Contact Centre as a Service (CCaaS)

Ericsson-LG Enterprise Global Partner of the year (2019)
Ericsson-LG Enterprise Best Partner of the Year (2019)
Ericsson-LG Enterprise Technical Team of the Year (2019)

Leader in Gartner's 2019 Magic Quadrant for Unified Communications as a Service (UCaaS)

Aragon Research Global Leader for Unified Communications and Collaboration, 2020

We have selected leading products from Avaya, RingCentral, Five9 and Ericsson-LG. These can be delivered in an on-premise, hybrid or hosted (cloud) format with specialist solutions for contact centre requirements. Other products and services we offer include video conferencing, telephony support, internet connectivity, business lines/calls and mobile phones.

Customers

We are proud to have been selected by our clients and work hard for them, in some cases we have even become a key member of their service delivery team. Many of our clients have purchased new systems, software upgrades, support/maintenance, and network services from us. Other clients have purchased their solutions from other partners who have not provided the level of customer support and expertise they require; hence they have moved to West Pier Telecom for support. We support all sizes of business, no one is too big or too small.

Organisation

West Pier Telecom have a very competent and experienced team of specialists who have spent years in the world of IT and telecommunications. We currently support 147 customers with over 500 sites in the UK, Europe, and the USA. Our organisation is very flat with the directors and managers regularly supporting and working with our technical, sales and support staff.

West Pier is certified with Cyber Essentials PLUS. Cyber Essentials Plus is a UK Government-backed, industry-supported certification scheme and involves an annual external audit and assessment (conducted by an accredited assessor) of West Pier Telecom and how they demonstrate operational and technical security controls against common cyber-attacks. Click the logo below to view our certificate. West Pier is also fully compliant with GDPR and has been accredited with the NHS Data Security and Protection Toolkit (DSPT) achieving "Standards Exceeded" status. We are proud of our ISO9001:2015 certification for the specification, installation and maintenance of voice and data communications systems.

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We are extremely proud of our expansive range of clients who operate in the travel, legal, medical and service sectors including such organisations as Sandhurst Military Academy, Lactalis McLelland, Ebay, Harwoods Landrover and the Royal Navy Destroyers. Customer case studies are available upon request.