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Visual Forms with INI FormStudio™ Simplify Self-Service Response Collection

Interactive Northwest, Inc. Application Supports Leading Transcription Engines and Speech-to-Text TUALATIN, Ore.— Contact center solutions developer Interactive Northwest, Inc. (INI) has released INI FormStudio™, an Interactive Voice Response (IVR) survey and response collection application that supports voice and visual interfaces and

Medica Cuts Contact Center Hold Time 60% with INI SureConnect™ Callback

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Medica, a prominent, non-profit health plan provider in Minnesota and the Upper Midwest, faces higher contact center volume during certain seasons, which can result in very long queue wait times. They needed a way to shorten hold times. Medica chose

Caller Satisfaction Feedback Drives Community Care Call Center Excellence

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Community Care Behavioral Health Organization, a non-profit managed care organization for mental health and substance use disorders, provides services for medical assistance members in more than half of the counties in Pennsylvania. Their customer service call center is a 47-agent,

INI AudioMenus Puts Contact Centers in Control of Routing

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By Maria Simonton Ask any contact center administrator what their biggest challenge is, and chances are they’ll say managing queues. Customer needs change as frequently as agent skills, so flexibility in how those queues are managed is of the utmost

INI AudioMenus™ Release 3.0 Adds Directed Dialogue Speech Recognition Support

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Interactive Northwest, Inc. Latest Application Curbs Need for External Developers and PBX Routing TUALATIN, Ore.— Contact center solutions developer Interactive Northwest, Inc. (INI) has added support for directed dialogue speech recognition to the most-recent release of its configurable IVR menu

Your Callers Expect Speech Recognition

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By Kyle Henderson “For billing, press 1. For support, press 2.” We lower the phone from our ear, open up the keypad screen to find the right number to press, and hope we don’t miss a better option while we

Discussion: Our Thoughts on Avaya ENGAGE

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by INI Staff Has there ever been a more anticipated occurrence of Avaya ENGAGE as the one we finished recently? With business updates and technology reveals, and talks about future direction and emphasis, there was no question that 2018’s show

Do We Have Enough Ports?

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By INI Staff Knowing Avaya Aura® Experience Portal (AAEP) port usage during peak periods is the key to determining whether the system is in danger of turning callers away during momentary call spikes. Administrators frequently grapple with questions such as:

Self-Service IVR Application Tuning Saves CCHS Millions in Contact Center Costs

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Cross Country Home Services (CCHS), a premier home warranty, repair and maintenance services company, has been supporting homeowners for 35 years. CCHS’ contact centers in Florida and South Carolina provide customer support 24/7/365 and the company is committed to providing

Digital Transformation & the Contact Center: What Does it Mean for IVR?

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by Kyle Henderson One of the biggest technology buzzwords of the year has to be digital transformation. You’ll hear it about everything from manufacturing equipment and artificial intelligence, to cloud data storage and teamwork. But what does it mean? And