FAQs

From 1st October 2016, InterCall will be known as West.

InterCall is a subsidiary of West Corporation, a leading provider of technology-enabled communication services. We were acquired by West more than 10 years ago, and with the support of West and its other subsidiaries, have become the largest conferencing and collaboration services provider in the world.

As all the West companies continue to come together to provide an even stronger and more robust set of solutions for our clients, we are making changes to create a unified brand where InterCall and West IP Communications division will be marketed under the West brand.

Frequently Asked Questions

The main elements of this change are branding and visual identity of the organisation. All products and services will continue to operate, business-as-usual. Please see below for the answers to some questions you may have about the change.

Who is West Corporation?

West Corporation was founded in 1986 and is headquartered in Omaha, Nebraska. It is a leading provider of technology-driven communication services, supporting clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare, with a broad range of communications and network infrastructure solutions that help them manage or support critical communications. For more information, visit west.com.

Why are you making this change?

Branding all of our business units under the West name, positions West as a global market leader in the delivery of mission critical communication solutions and world-class support, with an even stronger and more robust solutions portfolio for our global customers.

What is happening to the name InterCall?

InterCall will no longer be a company name, but it will remain the brand name for our proprietary products and services. From 1st October, you will see InterCall Solutions when referencing our conferencing and collaboration services.

What will be the new entity names?
Country Entity Name
Australia West UC Australia Pty Ltd
Hong Kong West UC Hong Kong Limited
India West Unified Communications India Private Limited
Japan West UC Japan K.K
ウェストUCジャパン株式会社 (Japanese legal name translation)
Malaysia West UC Malaysia Sdn Bhd                   
New Zealand West UC New Zealand Limited
South Korea West UC Korea Co., Ltd
웨스트유씨코리아 유한회사 (Korean legal name translation)
Singapore West UC Singapore Private Limited    
Will my InterCall Services Change?

All products and services will continue to operate, business-as-usual. We are extremely proud of what we offer and are dedicated to continuing to provide industry-leading services. However, you will see some changes to our proprietary product names to bring them under one unified communication portfolio.

Will there be any changes to staff?

The rebranding has no impact to our internal structure, processes or procedures. You will continue to receive the same high level of services and support you have come to expect.

Is this a global change?

Yes, this is a global change across North America, Asia Pacific (APAC) and Europe, the Middle East and Africa (EMEA).

However, due to the size and complexity of this project, we have taken a phased approach with West Unified Communications Services launching in North America at the end of 2015, followed by APAC and EMEA in Autumn 2016.

So what will be changing?

To put it simply, the name InterCall will be replaced with West. We will launch a new website and existing InterCall look and feel will be replaced by the new West branding.

In practical terms, this means:

  • A new company name that includes West, a new logo and newly branded customer communications
  • Email addresses will become @west.com
  • New collateral and user materials with the West design
  • A completely redesigned website and new url: westuc.com
  • Changes to company name and logo on purchase orders and invoices (1st October onwards, see below for more details)
What action does my organisation need to take to prepare for the change?
Emails

All existing @intercallapac.com email addresses will be replaced by @west.com. For example, our current customer services email cservice@intercallapac.com will be Support-APAC@west.com. Please add this domain to your whitelist / safe senders to ensure that emails sent to you and your colleagues reach their destination.

Inbound emails sent to @intercallapac.com email addresses will be re-redirected internally to the recipient’s @west.com email address but please update your records accordingly for future use.

There are no changes to the IP addresses that we will be sending from.

The corporate branding and logo on our standard email templates will be updated to the new West brand throughout the remainder of 2016.

Finance/Purchasing

From 1st October 2016, invoices for services provided by InterCall will be billed by our new name of the applicable legal entity providing those services. The invoicing entity will be renamed from “InterCall” to “West”. Your invoice starting October usage will be generated under "West" name.

Our bank account number and sort code will remain the same but the account name will change to the name of the invoicing entity.

With effect from 1st October 2016, all cheques and telegraphic transfers shall be payable to West. Please update your purchasing processes to raise purchase orders under our West entity name from 1st October onwards.

IMPORTANT – we cannot accept purchase orders raised for West before 1st October, but purchase orders raised for InterCall will continue to be valid for a 30-day grace period after this date.

If you have any questions specifically around purchasing, please contact AllFinance-APAC@West.com

If you have any questions specifically around billing, please contact Billing-APAC@West.com.

WEBSITE

Our new website address will be westuc.com and this will replace all existing @intercallapac.com domains. The new website will be available in English and Japanese.

All existing @intercallapac.com URLs will be redirected to the appropriate location on the new site but if you host any of these links internally, we recommend you update them to the new URL after 1st October to safeguard for future use.

Custom Sites

If you have custom extranet site that is hosted by InterCall, your custom site will continue to work as usual with no change. If you prefer to have your current custom site rebranded, please contact your Account Manager to request for an update.

How will this change affect new and existing account holders?

New Account Holders will receive West branded welcome emails from 1st October onwards. Existing account holders will notice a change in the design and sender name of emails, a new website / URL(s) and changes to documentation.

Who can I contact for more information?

If you have questions around the services you have today, please contact your dedicated Account Manager or our customer services team at 1800 468 225 (Australia), 800 901 603 (Hong Kong), 1800 801 191 (Malaysia), 1800 468 2255 (Singapore), 0120 335 019 (Japan), 0008006103244 (India) or email Support-APAC@west.com.

If you have any questions specifically around purchasing, please contact AllFinance-APAC@West.com.

If you have any questions specifically around billing, please contact Billing-APAC@West.com.

For further information around our new brand or support on communicating this to end users across your organisation, please contact Marketing-APAC@West.com.