by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
Tualatin, OR, August 16, 2012 – Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice response (IVR) and contact center systems integration software, today announced the release of version 2.0 of INI LaunchPort, an advanced call-routing IVR application for Avaya contact centers. INI LaunchPort 2.0 offers seamless compatibility with the most recent version of Avaya Aura® Experience Portal (AAEP) along with increased flexibility, enhanced privacy, and heightened security features.
“With INI LaunchPort 2.0, contact center administrators can create more sophisticated caller profiles that allow for deeper and more targeted call routing,” stated Gary Van Gordon, Vice President of INI. “The floodgate messaging capability and the ability to integrate with self-service applications increase first call resolution, boost agent productivity, and drive overall contact center effectiveness. Callers benefit from a faster and more personalized transaction.”
Danette Craig, Director of Operations at INI, added, “Security and the handling of sensitive information has become a complicated issue for enterprise contact centers, with public relations implications that can be devastating to corporate reputation and revenue. INI LaunchPort 2.0 contains powerful security features that allow contact center administrators to protect sensitive information from being stored in system logs. SSL enhancements ensure the secure handling of information with industry standard data encryption. Our clients benefit from knowing their customers not only have a satisfying experience but a secure one as well.”
Features of INI Launchport 2.0
Advanced Caller Identification: INI LaunchPort acquires the caller ID as well as the number dialed and may be configured to collect additional information from the caller and the enterprise database. The combined information is used to accurately place calls into predefined caller profiles.
Sophisticated Call Routing: Contact center administrators are able to define multiple caller profiles and assign actions for each, passing the call to an appropriate self-service application or qualified agent.
Custom Greetings and Floodgate Messaging: Administrators may assign custom greetings for each caller profile or floodgate messages that provide temporary information to callers, in some cases resolving the call without the need to speak with an agent.
Enhanced Security Features: INI LaunchPort supports Secure Socket Layer (SSL) web services encryption and has options for masking sensitive customer information from being recorded – even in system logs.
Seamless Integration and Expandability: INI LaunchPort includes a web services API and support for adding capabilities that include screen pop, automatic speech recognition (ASR), and integration with interactive voice recognition (IVR) self-service applications.
About Interactive Northwest, Inc.
Interactive Northwest, Inc. (INI) develops innovative interactive voice response (IVR), computer telephony integration (CTI), and self-service applications for high-volume contact centers in markets such as government, healthcare, finance, utilities and service industries. A strong commitment to platform expertise, seamless systems integration, and project management excellence uniquely position INI to provide value to its customers. As a long-standing partner in the Avaya DevConnect program and developer of call center speech applications, INI has a deep history in deploying applications on Avaya platforms—making it a reliable partner capable of delivering results that promote the success and profitability of its customers. For more information, call +1.800.732.3236