Provide a personalized messaging and routing experience to callers.
INI LaunchPort™ is a “flight deck” for inbound voice communications on the Avaya Experience Portal. INI LaunchPort streamlines call resolution by automating interactions that do not require an agent, dispatching calls to a self-service application, or connecting callers to the most appropriate agent. Utilizing intelligence gathered from the caller and the enterprise database, INI LaunchPort creates a highly-personalized caller experience that contributes to higher levels of customer satisfaction, brand loyalty and repeat business.
Benefits
- Increases first call resolution through more accurate routing
- Earns greater customer satisfaction with fast, intuitive routing
- Raises agent productivity with shorter calls
- Intelligently categorizes caller purpose to resolve common concerns
- Increases agent effectiveness when using screen pop integration
- Reduces administrative overhead with efficient announcement changes
Features
- Advanced caller identification
- Configure multiple call types
- Greetings and alerts tailored to specific known call types
- Support for SSL web services encryption
- Screen-based administration utilities
- INI Web Services API for back-end database integration