Interactive Northwest, Inc. brings 25 years of experience developing award-winning IVR self-service applications for Avaya contact centers. Our solutions deliver measurable value to our customers in three critical areas:
Enhanced customer experience – Our custom contact center solutions are designed to enhance the customer experience with the aim of improving customer satisfaction and increasing customer retention. Utilizing intelligent routing, self-service applications, and transaction services, we provide elegant solutions that facilitate first call resolution.
Optimized agent efficiency – Our custom contact center solutions are focused on automating routine tasks and providing intuitive access to relevant information so that agents spend more of their time on value-add activities, such as direct customer interaction and resolving customer issues.
Maximized contact center effectiveness – Our custom contact center solutions draw upon the use of networking, operating systems, database integration, and computer telephony to drive value in the contact center through automated self-service applications, improved first call resolution, decreased operational costs, and protection of valuable revenue streams.
Our experienced professional services team possesses a recognized talent for end-user dialog design and a deep knowledge of the underlying technologies of networking, operating systems, database integration, and computer telephony. Our adeptness with the powerful Avaya architecture enables our team to leverage the full spectrum of available features to deliver best-in-class IVR self-service contact center solutions. Our highly-tuned project management process ensures successful completion of the most complex projects on time and in budget.
Applications Focused on Contact Center Automation
INI provides custom contact center solutions that draw upon self-service applications designed to automate routine functionality to effectively manage inbound calls, customer interactions, and outbound messaging campaigns. Our solutions optimize contact center efficiency in five areas critical to the operation of a successful contact center.
- Auto Attendant
- Help Desk
- Speech Recognition Name Dialer
Also explore INI LaunchPort™, our off-the-shelf advanced routing application.
- Account Inquiry
- Advice Nurse
- Child Support Payment Status
- Benefits Information
- Bulletin Board/General Announcements
- Election Results Reporting
- Expected Wait Time/Place in Queue
- Information Hotline
- Job Line
- Legislative Bill Status Information Line
- Reverse Directory
- Service/Housing Availability and Information
- Telephone Access to Web Site Information
- Traveler Information Services (511 Service)
Also explore INI AudioMenus™, our off-the-shelf menu and announcement tool.
- Benefits Administration
- Disaster Roll Call System
- Employee Scheduling and Time Reporting
- Legislative Bill Opinion Gathering
- Member Enrollment
- Name and Address Collection
- Opinion Surveys
- Post-Call Surveys
- Screen Pop for Agents
- Speech Recognition with Name and Address Grammar
- System Integration
- Unemployment Benefits Information and Reporting
- User Interface
Also explore INI AudioForms™, our off-the-shelf IVR data collection tool.
- Account Management
- Card Activator
- Course/Seminar Registration
- Credit Card Payment
- Education and Training Class Scheduler
- Fine and Ticket Payment via Credit Card
- Investment Fund Manager
- License Renewal
- Payment Reminder with Credit Card Option
- Service Requests and Orders
- Stock Transactions
Outbound Notification and Messaging
- Appointment Reminder
- Disease Management
- Dispatch Services
- Emergency/Event Notification
- Human Resources Employee Reminder
- Past Due Notification
- Patient Notification
- Refill Authorization
- Victim Notification
Also explore INI Messenger™, our off-the-shelf proactive outbound communication application.