LaunchPort Archives |

Technologies Contact Center Agents will Thank Management For

by Kyle Henderson Working in a contact center isn’t an easy gig. Day after day, call after call, agents may speak with callers who are irritated, distressed, uninformed, and often volatile because they would rather be doing anything besides calling

How Does Intelligent Call Routing Work?

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by Interactive Northwest, Inc. Do you ever find yourself longing for the good old days when you’d call a company and get an overly cheerful switchboard operator who would ask you several questions and then direct your call to an

INI LaunchPort™ Optimized for LumenVox Automated Speech Recognizer

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TUALATIN, OR – Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice recognition (IVR) and contact center integration software, today announced that INI LaunchPort™ now offers seamless integration with the most recent version of the LumenVox Automated SpeechRecognizer (ASR). INI

Getting the Most Out of your Contact Center Part 2

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by Interactive Northwest, Inc. Enhance your Contact Center for Profitability In the first article of our three part series, Getting the Most Out of Your Contact Center, we emphasized the importance of enhancing the customer experience, the heartbeat of the

Getting the Most out of your Contact Center Part 1

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by Glen Taylor Let’s Face It, We Love Automation! Think about it: how many of us choose to go to the bank to withdraw money when we can access an ATM? Would you wait in line for an airline ticketing

INI LaunchPort™ 2.0, A Better Way to Connect

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by Interactive Northwest, Inc. Wouldn’t it be great if your phone system could read a caller’s mind and connect them to the exact resource they need as soon as they enter into your contact center? Sure, it seems kind of

INI announces release of LaunchPort 2.0, targeted call routing application

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by Wayne Smith, Marketing Manager, Interactive Northwest, Inc. Tualatin, OR, August 16, 2012 – Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice response (IVR) and contact center systems integration software, today announced the release of version 2.0 of INI

INI LaunchPort™ – A Key to First Call Resolution

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Author: Kirk Jesser The concept behind first call resolution (FCR) is to direct a caller to the best resource available to meet the caller’s needs without additional handling. Many contact centers attempt this by providing a series of menus and