INI to Highlight Customer Successes at Avaya ENGAGE® 2019
Interactive Northwest, Inc. (INI) will present three sessions and exhibit at the annual Avaya user group conference
TUALATIN, Ore. — Contact center solutions developer and integrator Interactive Northwest, Inc. (INI) will once again contribute to the International Avaya User Group (IAUG) annual conference, Avaya ENGAGE®, with three presentations. Two of the presentations will feature representatives from Medica and Community Care Behavioral Health sharing their stories about how working with INI and its IVR solutions—along with their Avaya Channel Partner—helped them improve their contact centers. Also at the event, which will be held January 19-23 in Austin, Texas, INI will present a session focused on privacy challenges contact centers face and IVR solutions that can help.
The first presentation, entitled Case Study: How Post-Call Surveys Drive Community Care Behavioral Health’s Call Center Excellence, will take place on day one of the conference, Sunday, January 20 at 4:15 p.m. The session will be led by Community Care Behavioral Health’s director of member services, Virginia Bernaciak. Community Care’s 47-agent, 72-line, 24/7 contact center handles 27,000 monthly calls on average and Bernaciak will discuss the call center’s need for accurate caller feedback about agent performance. She’ll give an overview of the implementation of INI FormStudio™, a data gathering and survey application for the Avaya Aura® Experience Portal, and share how gathering accurate caller feedback has impacted the contact center. She will be joined by ConvergeOne customer experience architect, JoLynn LaCoursiere, and INI director of product marketing, Maria Simonton.
On Tuesday at 8:30 a.m., INI solutions architect Glen Taylor will explore how contact centers can address the need to follow emerging regulations pertaining to consumers’ digital rights. The talk, “How are You Protecting my Privacy?”—Meeting the Digital Privacy Challenge,” will offer specific examples of ways contact centers can protect customer information and demonstrate that protection, when necessary. He’ll share how callers can be connected with self-service applications to limit or remove agent access to sensitive personal data. He’ll cover caller authentication strategies, as well as a secure payment solution that agents can launch from the desktop.
The next presentation featuring an INI project will be a special “Customer Connection” session in the Experience Theater with Medica, a major health insurance provider in the Upper Midwest United States. Medica contact center engineer Nancy Bocklund will join INI channel sales manager Kirk Jesser to discuss Medica’s implementation of INI SureConnect™ callback, which significantly quelled long contact center call queues during peak seasons. With INI SureConnect, Medica callers can request to be called back when they are next in queue instead of waiting on hold. The Customer Connection session with Medica will take place on Wednesday, January 23 at 12:35 p.m.
In addition to the three presentations, INI is a silver sponsor at Avaya ENGAGE® and will exhibit its IVR and self-service expertise and products at booth 233. The company will also be one of the event’s Passport to Prizes destinations; where it will be giving away a premium pair of wireless headphones.
For more information about Interactive Northwest, Inc. participation at the conference, please visit www.interactivenw.com/engage2019.