Interactive Northwest

Company Overview

Downloads

News

Partners

• INI / Avaya Relationship

• Frequently Asked Questions

Avaya is a global leader in communication systems, applications and services. They design, build, deploy and manage networks for enterprises. Customers range from small businesses and nonprofit agencies up to more than 90% of the companies in the FORTUNE 500, and the U.S. government. They all rely on Avaya for reliable, secure networks that facilitate customer relationships, enhance productivity and maximize profitability.

INI / Avaya Relationship

Interactive Northwest, Inc.
Delivering customer satisfaction in self-service environments.

Interactive Northwest, Inc. (INI) is a Platinum member of the Avaya Developer Connection Program. For more than 15 years, we’ve provided system integration services and best-in-class interactive voice response (IVR) applications for the AT&T/Lucent/Avaya platforms.

Our approach emphasizes close collaboration with our clients and partners to create real-world solutions that reduce the cost of providing superior customer service. With deep technical experience and a broad understanding of vertical market requirements, we optimize each client’s IVR solutions for their business processes, existing infrastructure, and customer relationship goals. The result – superior application design and implementation, and unparalleled customer satisfaction in self-service environments.

More than 1,000 clients across the U.S. have turned to us for our expertise in designing, deploying, and supporting self-service technologies. In particular, we provide:

Information access solutions, automating the process of providing callers with the ability to retrieve customer information
Call-routing applications, including solutions 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, and TTY, delivering robust information by integrating with external databases
Transaction-processing applications, including host access and payment processing capabilities
Platform migration services, to ensure a smooth transition to new Avaya technologies.

Frequently Asked Questions

What is the primary benefit of working with INI?
From the founders to the account managers to system engineers and R&D staff, the INI team has deep expertise in Avaya technology – from the early AT&T platforms through Avaya’s Communication Manager architecture. We combine this knowledge with hands-on experience in a wide range of business and operating environments to create tailored IVR solutions that meet each client’s business and customer-service goals.

INI’s detailed project management process ensures successful completion of the most complex projects on time and on budget. Clients have consistently rated their satisfaction with our process and our applications, and our technical support at 94% or better.

Do you specialize in any particular vertical markets?
INI has broad experience with the operating environments and integration issues of Avaya’s key industries. We have developed traditional and voice-driven IVR applications for organizations in:

Government – including multiple Federal, state and local departments and agencies that have significant interactions with consumers
Healthcare – regional health systems that are recognized in their industry for leadership in applying technology to improve the delivery of care, as well as hospitals, physician groups, and specialty clinics nationwide
Financial services – global banks and securities firms, regional and community banks, credit unions, and mortgage companies
Insurance – major property/casualty and health insurance carriers in the nation
Education – from the two largest metropolitan school districts in the nation to major universities and community colleges
Other – leading aerospace and electronics manufacturers, national sports leagues, and global publishing houses.

For which Avaya platforms or versions do you provide IVR applications?
INI provides IVR solutions for the following platforms:

Avaya Voice Portal
Avaya IR
CONVERSANT® v.6-8
Avaya Communication Manager
Definity® Servers

What training do you provide?
For each engagement, INI conducts a detailed post-installation review with the client and delivers system-administration training on-site. Ongoing service agreements are available, providing clients with continued support.


	Focus on Industry
	Government Healthcare