It is the one
constant in today’s world, especially in
the area of Telecommunications and IT convergence.
At INI, we couldn’t be more excited about
how change is allowing us to innovatively address
customer needs.
As one looks at businesses today, three critical
areas become apparent: the need to gain efficiencies
in the throughput of business processes; the need
to reduce the costs of delivering the goods and
services a business provides; and the need to
improve the satisfaction of a business’
clientele. These three factors may vary in importance
depending on business climate, corporate philosophy,
and operating structure, but they universally
apply.
An important consideration in addressing all
three is providing self-service to those contacting
the business.
Which brings us back to change.
In a matter of a few years, our world has changed
so that self-service has become an expected alternative,
not merely a cost-saving innovation. From the
U-Scan line at the grocery store to selecting
one’s car at the rental facility, people
choose self-service to have the feeling of control,
to avoid unnecessary conversation, to save time,
or to realize other benefits self-service provides.
Of course, self-service is only an appropriate
concept if it is cost effective, friendly, and
consistently available. That is an INI specialty.
Recent Avaya product announcements such as those
associated with Voice Portal and Dialog Designer,
along with our own Web-based Administration, represent
changes that allow us to meet critical customer
needs even more effectively. By sharing resources
with a common web interface to a customer’s
database or providing the same information in
the form of an email, web page or over the telephone,
we offer more choices for those using self-service
forms of communication. Now, more than ever, users
can get what they need how and when they need
it.
Avaya’s adoption of open source and industry
standards represents a fundamental change in philosophy.
At INI, we not only endorse the movement, but
we have been able to participate in the change
process as a valued Avaya partner. That participation
is an honor and a privilege we have earned by
demonstrating our core ability to address customer
needs for well over a dozen years.
In order to facilitate change in a positive manner
within your organization, please consult with
us and/or your Avaya representative to find out
more about how we can help.
Gary Van Gordon
Vice President |
