Author: Russell Neville

INI has long provided outcalling applications to our clients, enabling them to proactively contact their customers for a variety of needs such as emergency notification, appointment reminders, surveys, account protection services and more.

INI AutoCallX, our latest outcalling product, combines INI’s powerful campaign management engine with a newly created dialing mechanism that leverages the Avaya Voice Portal outbound calling web services. Previously, Computer Telephony Integration (CTI) was utilized for outbound dialing. Using the Voice Portal’s web services removes the CTI requirement and allows AutoCallX to be delivered on a single application server. The result is a simpler and more cost-effective configuration of both hardware and software.

With the recent change in legislation governing the use of outcalling in the United States, high performance of outbound applications is critical. When a called individual answers the phone, the application needs to engage immediately rather than with delays of “dead air.” AutoCallX’s advanced dialer capability provides immediate access to the application, eliminating delays that can appear in traditional CTI-based systems.

In addition to meeting legislative requirements, having an application provide an immediate interactive connection reduces hang-up rates and improves the overall experience of the called party.

INI recently deployed AutoCallX at a large state agency needing to remind its constituents that it was time to renew their children’s healthcare insurance coverage. Monthly, the agency provides a list of contacts to the application and, using AutoCallX’s automated loading mechanism, the list is added to the outcalling campaign. AutoCallX’s campaign rules allow the agency to define a narrow window of contact hours on weekday evenings. The robust multi-threaded dialing mechanism in AutoCallX ensures maximum port utilization so that tens of thousands of calls can be made over a span of just a few days.

For a demonstration of INI’s AutoCallX and to see how it can meet your business needs, please contact INI at sales@interactivenw.com or 800.732.3236.