Self-Service Automates 80% of Incoming Calls

Implementing a consolidation program so that borrowers could combine multiple loans into one new loan simplified life for both the borrower and the Federal agency managing the program. Using an 800 number to support this program was an effective means of enabling borrowers to check the status of their application using their touchtone keypad. However, for program information or to obtain an application form, callers had to speak with a customer service representative (CSR).

As call volume grew, the agency wanted to expand its Interactive Voice Response (IVR) application and automate information requests. It turned to Interactive Northwest, Inc. (INI) to develop an enhanced self-service application that would automatically handle inbound calls and let borrowers get the information they need without human intervention.

IVR Application Streamlines Information Access
INI partnered with the client’s system administrators and Avaya project managers to develop a flexible self-service solution that runs on the Avaya Interactive Voice Response V8 platform and integrates with the client’s Definity® G3R PBX and its host Informix® database. The solution combines custom software created by INI with INI’s AudioMENUS and AudioFORMS applications to let callers:

• Request a consolidation loan application package,
• Hear the status of their application, and
• Obtain general information about the program and available loan packages, or
• Speak with a CSR.

Calls are routed by the client’s MCI Network service to the application, which resides on the IVR system at each of its two primary call centers. To ensure a seamless user experience, INI developed an interface to MCI that establishes the point in the dialog where the application should begin, based on initial prompting handled by MCI. Callers can choose to interact with the application in either English or Spanish. Using a combination of touchtone keypad entries and voice prompts, callers quickly navigate the application to get the information they want or to speak with a CSR.

Callers who request status from the application are prompted to enter their unique ID number. Through an interface developed by INI, the IVR application queries the client’s Informix database and returns the borrower’s application status in real time. For each stage in the process, the dialog also plays back a description of actions taken by the client and what the borrower can expect to happen next.

Calls for general program information used to require a lengthy interaction with CSRs, who accessed program descriptions maintained on a computer-based bulletin-board system and read them out loud. Now, this information is delivered to callers by the IVR application, without human intervention.

Flexible Solution Adapts to Changing Needs
As the system integrator, INI provided application design, software development, testing, implementation and on-site training services. With expertise in creating streamlined and intuitive user interfaces, INI developed the foundation for the Loan Consolidation Program’s self-service dialog. The client also engaged the company to provide professional speech recordings in both English and Spanish for all menu prompts and phrases.

The INI self-service IVR solution gives this Federal agency the flexibility to readily adapt to changes in its offerings as well as in its evolving technology infrastructure. For example, INI’s AudioFORMS and AudioMENUS applications include telephone-based and screen-based administration capabilities that let the system administrators edit or add to these phrases on an ongoing basis.

The INI host connect utility optimizes the data collection and playback process and provides the flexibility to readily integrate with any database system that may be implemented in the future.

Delivered On Time, On Budget
The client was looking for a solution partner who could deliver on budget and on time even as they simultaneously upgraded their IVR system and moved to a new host database in order to handle growing demand.

As a Premier Avaya DevConnect Partner, INI worked hand-in-hand with both the client and Avaya to design and configure this solution for optimal performance with both the Avaya platform and Definity PBX. With its broad experience in developing self-service IVR applications and working knowledge of the client’s technology and telecommunications environments, INI was able to meet the rapid timetable for this project in the required budget.

Interactive Northwest, Inc.
Interactive Northwest, Inc. (INI) delivers customer satisfaction in self-service environments. We work directly with clients and partners to create real-world solutions that incorporate superior design and integrate best-in-class voice response and speech-recognition technologies with existing business systems. We provide a complete suite of services and software for the design, implementation, deployment and ongoing support of customer self-service solutions.

In particular, we offer:

• Platform migration services, as companies migrate to more complex self-service capabilities.
• Information-access solutions, automating the process of providing callers with the ability to access customer information.
• Call-routing applications, including applications specifically designed for call center support, TTY recognition and prompting, and speech recognition.
• Automated inbound and outbound notification applications, utilizing multi-media channels such as voice, fax, pager, e-mail and TTY.
• Information collection via voice, touch-tone, fax, TTY, and integration with external databases, to deliver robust information.
• Transaction processing applications, including host access and payment processing capabilities.

Interactive Northwest, Inc. (INI) has a 12+ year relationship with Avaya as an integration specialist and Avaya IR/CONVERSANT® software developer. INI also has partnerships and development agreements with Nuance, ScanSoft/SpeechWorks, Oracle, and Intel Dialogic. Our solutions are delighting over 1,000 customers nationwide, in a variety of industries, including government, healthcare, finance, insurance, and education.

For specific information about this implementation or client, please contact the INI sales department at sales@interactivenw.com or (800) 732-3236.