Enables callers to receive automated account status or provide change information to accounts and services. Now your users don't need to wait on hold for an available representative.

Callers can call a single number to hear information regarding specific agencies and then have their call routed to the appropriate agency. Agencies are broken down by category, and the caller is prompted through a series of questions to determine the appropriate agency. A variety of information on each agency can be recorded or played back using text to speech technology to convert existing text files for playback. Both general and specific information can be provided for each agency. Upon obtaining the requested information, the caller can be given an agency number to call or be transferred to the desired agency.

This application allows agencies to handle larger call volumes more efficiently. It will automate call routing so staff can focus on high-quality customer care. Callers will be empowered to be in control of their call destination, and useful information is provided while they wait. In addition, the caller has the option to "zero out" to a live operator at any time they desire. INI’s Audio Menus Enterprise Windows client application allows individual agencies to maintain their own auto attendant call flow and prompt recordings on a centralized IVR platform.

In the event of a disaster, a method of rapidly allowing individuals or groups to “check in” can be very helpful in quickly assessing the overall situation. A system can be deployed that accepts many simultaneous inbound calls, allows the caller to identify themselves and their status, and reports this information to the appropriate authorities. The caller interface technology used can be touch-tone or can incorporate speech recognition and/or voice authentication to simplify use and enhance security. Reporting can be via e-mail, out-call or web page posting.

Caseworkers across the country struggle with timely collection and disbursement of child support funds and dissemination of information to custodial parents. This application allows custodial and non-custodial parents access to child support payment information for funds that are paid directly to the child support agency. Amount received, received date, distribution date, and other information is available to the caller. Also provides a two-way communication methodology via ad hoc messaging functionality between the calling parent and the caseworker. This solution frees the caseworker to spend more time resolving issues rather than giving out readily available information, and provides the calling parent access to pertinent information needed for support of the child.

Employees simply and quickly check on up-to-the-minute status recordings of employee benefits coverage and special programs they may be involved with. All it takes is a simple phone call and the automated application does the rest. Enrollment items can be modified to change coverage, verbally add new dependents, etc.

Provides callers with important information through recorded bulletins. Construct, record, and modify messages as often as you'd like with the simple telephone based administration.

Allows staff or others to automatically register for upcoming training.

Automated credit card payment provides integrated transaction processing to simplify the payment of license fees, permit fees, or any other type of charge. Credit card payment provides certified access to all major credit card authorization systems. Users can enter credit card information on a 24-hour basis to pay for a variety of services. This functionality can be integrated with an account balance lookup to further simplify the process and update system information. If an existing credit card processing system has been integrated with a web site, the IVR application can also be integrated with that system.

Working in conjunction with an agency’s auto attendant, a caller can be given the option to enter the first few letters of a specific individual’s name and be transferred to that person’s extension. An easy-to-use Windows administration application allows the agency to maintain their own list of individuals and extension numbers. This provides an alternative to the dial-by-name functionality in a large voice mail system.

Provides for renewal and payment of driver’s license and vehicle license over the phone. The caller is prompted for the current driver’s license number or the vehicle VIN number. Payment is done via credit card authorization over the phone. Information input can be via touchtone entry or spoken input. Information regarding renewal amounts can also be played prior to any transactions taking place.

Provides up-to-the-minute election results via the phone. Makes results quickly accessible as pre-recorded messages available by phone or through Internet access to the appropriate database.

Providing an efficient method of notifying groups of people in the event of an emergency or some other planned event has gained prominence in the wake of 9/11. Agencies need to notify emergency personnel, employees, and other personnel in a proactive and traceable manner. Utilizing “outcalling” functionality, an automated system can be programmed to notify these people in a timely manner. Options include single or multiple lists of “callees”, response verification, alternate cascading number calling if not reached on the first try, estimated time of arrival upon notification, and a variety of options specifically designed to meet that agency’s needs. Contact notification reports can be sent to specific people via email or made available via an Internet browser.

Automates routine fax duties by providing a fax library that your customers can access to get information. Allows staff from every department to have needed forms sent to their work areas. Provides a fax back library containing job postings, directions to offices, information bulletins, etc.

Allows the caller to pay outstanding fines and/or tickets via Credit Card Authorization. Simple, easy process to remove outstanding encumbrances from the privacy of the office or home.

Several different aspects of Help Desk operation can be automated. Callers can indicate the general nature of their call and be intelligently routed to specified “experts” in that area. For e-mail-based Help Desks, telephone calls can be recorded, attached to e-mail messages and forwarded to the Help Desk e-mail box, providing a single location for all help requests. Trouble tickets can be initiated automatically by interfacing an IVR application with existing help desk systems. Once a ticket is created, callers can obtain status information without the need to interface with a live person. An IVR application can also provide faster dispatching of trouble tickets to technicians via out-calling or paging. Technicians can also update ticket status from any telephone.

HR staff members often spend hours and hours on the phone or the computer making employee reminder calls and e-mails. Now you can automate this process with an automated system that plays pre-recorded reminder messages about required form submissions, employee performance reviews, etc.

People who move to an area can call the information hotline and get directed to the DMV, voter registration, local libraries, schools and other government agencies. People can also choose to request information and have it faxed back or sent via mail.

Provides an alternate way to post job openings to employees and potential employees. It's simple to use and easy to maintain through your touch-tone telephone. Provides information about available jobs through recorded message or fax back. Callers can also verbally apply for a job by filling out a pre-interview touch-tone audio form.

Allows the public to call in and easily indicate their support for specific bills and leave recorded comments that can be reviewed. The application can also provide real-time results to legislators and staff by giving them a number to call to hear the "vote" results on a specific bill and providing the ability to listen to the comments. This application can be configured with different types of caller interfaces, providing different levels of "user friendliness".

This application can provide callers with up-to-date information on bills under consideration. Callers can hear information on all bills, or specific bills. Legislative staff can update recorded messages on the status of each bill individually.

Hunting, Fishing, and other “permit required” activities can be purchased over the phone. If desired, locations of providing vendors can be supplied in addition to costs for each license. Season information and bag limits can also be supplied if wanted. A survey application can also be employed to collect harvest information.

Significant personnel FTE resources are used by numerous governmental agencies to transcribe name and address information left in voice mailboxes or handwritten notes. Several different methods exist for automatically collecting callers’ names and addresses for the purpose of mailing information, updating records, issuing licenses, etc. The appropriate method can be integrated into any application requiring this functionality.

Callers can find the location of the nearest agency or department office by entering their zip code. The application can utilize an internal database or access an existing web-based office locator system.

An automated outbound service that plays billing information, amounts, due dates and gives callers the option to pay balances by phone with a credit card.

Call center users can be surveyed with an automated post-call survey to collect information regarding satisfaction with their agent interaction. Calls can be selected on a sampling basis and performed with or without agent initiation.

Government agencies are increasingly mandated to provide "report cards" on their performance. An alternative to creating, distributing, collecting and analyzing written forms or cards is to steer users to a toll-free telephone number and automatically collect feedback on services. This information can be automatically summarized and distributed via e-mail to all interested parties, even on a daily basis.

A reverse directory service provides name and address information based on telephone numbers. The system prompts the caller for the telephone number of their location. The application will submit a query to the reverse directory service via an Internet connection. The XML response is typically received within two seconds. “Hit rates” are typically greater than 80%. The caller verifies the street number. The name can also be read or spelled and verified. If the information is not available or is not correct, the information can then be collected in an audio form, as described above. This approach allows the use of a standard touch-tone user interface and eliminates most of the transcription effort. There is a contract charge for the reverse directory service based on expected call volume. The contract price is approximately $0.10 per successful inquiry. The system can also be configured to query an internal database first and only access the external service if there is no internal match.

Multiple agencies provide a variety of services, including subsidized housing/health coverage/subsidized food/etc., which have differing eligibility requirements and availability timelines. This solution allows the agency to publish the information for callers to hear these requirements over the phone and to provide other guidance and requirements to obtain the service. Callers can check on the status of various services that have already been requested. Since many of these services are provided to constituents during times of emergency and crisis, the user interface needs to be simple and straightforward to avert caller dissatisfaction.

Callers can be routed to specific individuals or organizations within the government by simply speaking their name. This can greatly facilitate the communication within the government, as well as provide easier access for the calling public. Such a system could be implemented for specific departments that have a significant need to provide access to individuals, or it could be implemented on a statewide basis for routing all calls.

The leading speech recognition companies have developed grammars containing a significant portion of names and addresses used in the United States. These are based on US Census and US Post Office data. This capability allows callers to speak their name and address and have it recognized with a high level of confidence.

Allows callers to leave contact information so they can receive a call back rather than remaining on hold.

For many of these solutions, integration to back office/legacy systems is required. Part of the Solution Definition process will include identifying these systems, designing the interface parameters, and setting up a test plan. INI uses a variety of tools for this integration depending on the embedded environment.

Provides access to tax information such as property tax amount, next due date and amount, past year history, etc. Also gives payment mailing information and other general information necessary for taxpayers such as tax rates, due dates, and other options.

Information sources already exist on many agency or department web sites. Practically any information available on a web site can be accessed by a telephone, using a combination of traditional IVR, speech recognition and text-to-speech technologies.

Provides the traveler access to information regarding statewide traffic and weather conditions, road and mountain pass conditions, roadwork in progress, and any other information the Transportation agency wishes to provide to the caller. The FCC has set aside a specific “511” number for use in this type of automated service. The agency is free to provide whatever information they feel is pertinent to assist travelers within their locale, including public transportation carriers and information (airlines, buses, subway, marine ferries, etc.). Given the wide variance of sensor deployment and availability of various types of information, these applications are very customized to the client environment. Utilization of speech recognition and text to speech technologies has proven to be the most effective method of deploying this information service so that travelers can easily access the information without distracting their attention from their driving.

Allows the unemployed worker to call in and report job search progress without coming physically to the office. Reduces travel expense and frees up the caller to actively look for employment rather than waiting in long lines for service. Also provides access to a job hot line to alert callers to existing employment opportunities. This solution can be customized to play category-specific job openings that fit the caller’s profile of job skills and geographic availability before they finish the claims process.

Both touchtone and speech technology interfaces are in use in today’s market. The application itself often dictates the approach to be used, with speech technologies gaining preeminence due to their user friendliness and intuitive approach. Speech technologies consist of speech recognition, text to speech translation, and voice authentication for security of access to information.

Allows the prison/detention facility to notify past victims upon the release of specified prisoners. The system accesses the victim telephone numbers from a remote system to alleviate the need of having this information at each detention site and thus potentially available to inmates. Authorized personnel call into the system, enter their authorization number and password, and are prompted for the prisoner identification number. The system accesses the remote database to see if there are any victims who need to be notified. If so, the victims are dialed sequentially so that the authorized personnel can notify of the pending release of the identified prisoner. If the victim cannot be reached, a report is sent to a designated state official so that law enforcement personnel can be dispatched to notify them in person. Many states have passed laws regarding this need for notification prior to prisoner release.