Articles Archives |

Understanding Intent

Customers contact an enterprise to accomplish something – change a reservation, get order status, pay a bill, etc. Although every caller is unique, most of their goals can be grouped into well-defined categories. The term for these categories is “intent.”

What’s Your AI Roadmap?

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The pace of technological change sometimes feels breathtaking and relentless. Contact centers are undergoing a massive transformation thanks to the introduction of Conversational Artificial Intelligence (CAI) and Large Language Model (LLM) generative AI software like ChatGPT and OpenAI. Organizations are

My Avaya Dialer is Going End-of-Support. What Next?

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By Glen Taylor If your organization uses Avaya Proactive Contact (PC) for outbound notifications, you may be wondering what to do when the software goes end-of-support this year. An obvious replacement candidate is the Avaya Proactive Outreach Manager (POM) platform.

Time to Rethink your Outbound Strategy?

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By Glen Taylor Over the past several years, many customers who could benefit from agent-based dialing have been unwilling to consider it because of the Telephone Consumer Protection Act (TCPA). The TCPA statute makes calls or texts to mobile numbers

Making Self-Service IVR More Personable

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By Kyle Henderson Last time I was in the hair salon, my stylist asked where I work and what the company does. I explained—without any jarring head movements—that INI develops and integrates applications for the automated telephone systems you interact

INI AudioMenus Puts Contact Centers in Control of Routing

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By Maria Simonton Ask any contact center administrator what their biggest challenge is, and chances are they’ll say managing queues. Customer needs change as frequently as agent skills, so flexibility in how those queues are managed is of the utmost

Your Callers Expect Speech Recognition

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By Kyle Henderson “For billing, press 1. For support, press 2.” We lower the phone from our ear, open up the keypad screen to find the right number to press, and hope we don’t miss a better option while we

Discussion: Our Thoughts on Avaya ENGAGE

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by INI Staff Has there ever been a more anticipated occurrence of Avaya ENGAGE as the one we finished recently? With business updates and technology reveals, and talks about future direction and emphasis, there was no question that 2018’s show

Digital Transformation & the Contact Center: What Does it Mean for IVR?

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by Kyle Henderson One of the biggest technology buzzwords of the year has to be digital transformation. You’ll hear it about everything from manufacturing equipment and artificial intelligence, to cloud data storage and teamwork. But what does it mean? And

Understanding Intent

What’s Your AI Roadmap?

AEP in the Cloud or On Premise?

My Avaya Dialer is Going End-of-Support. What Next?

Time to Rethink your Outbound Strategy?

Making Self-Service IVR More Personable

INI AudioMenus Puts Contact Centers in Control of Routing

Your Callers Expect Speech Recognition

Discussion: Our Thoughts on Avaya ENGAGE

Digital Transformation & the Contact Center: What Does it Mean for IVR?