IVR Self-Service Solutions
Customer engagement presents unique challenges in today’s technology driven world. Gaining share among many competing voices demands convenience, multiple access points across divergent technologies, and an ability to respond cordially with speed, finely tuned expertise, and deeper levels of personalization.
Whether you’re looking to build an automated contact center from the ground up, reinvent your customer engagement model, or enhance your current system, INI stands ready with the experience, tools and proven reputation to engineer a best-in-class solution that delivers increased agent productivity and contributes to customer satisfaction and retention.
INI predefined applications with configurable parameters allow organizations to quickly add enhanced functionality to new or existing enterprise and contact center environments.
Custom applications allow organizations to leverage INI’s deep knowledge of the underlying self-service technologies, making use of the powerful Avaya Voice Portal (AVP) and Avaya Aura® Experience Portal (AAEP) platforms. Using VoiceXML (VXML) and Call Control XML (CCXML), INI develops custom IVR self-service solutions that integrate with back-end systems to meet specific customer requirements.
- Contact Center Automation
- Call Routing
- Information Access
- Information Collection
- Outbound Notification and Messaging
- Transaction Services
The INI Professional Services team works closely with our clients to deliver end-to-end interactive voice response solutions tailored to their specific environments. INI’s highly-tuned project management process ensures a comprehensive deployment delivered on time, in budget.
- Thorough needs assessment and project definition
- Application design and development
- Testing, deployment and customer validation
- Training, support and maintenance