by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
With so many companies touting their products and services across various media platforms these days, terms like quality and innovation have nearly lost their meaning. Among all the voices clamoring for attention, it’s refreshing when a company backs up its claims with a structured and comprehensive quality management program that consistently furnishes results.
At the core of INI’s business model lies a deep commitment to provide reliable solutions that deliver measurable value to our clients, and to make the entire process as easy as possible for our business partners and their customers. We accomplish this through a series of unique approaches that set us apart from our competition.
INI Does the Heavy Lifting
As experienced professionals, INI takes ownership of our role in the project management process and shoulders the responsibility of configuring and implementing all the soft components of the IVR platform and application server deployment. By relieving our clients and partners from the burden of installing the server environment, we are able to pre-configure the required software and operating system to maximize efficiency, compatibility and security. This results in an extremely stable environment with fewer variables that could hinder the deployment process or compromise overall quality. INI clients enjoy the benefits of a streamlined, professional installation with minimal impact to their workflow and our partners can focus on implementing the contact center hardware and infrastructure.
INI Builds from Proven Components
INI builds its solutions from proven application modules that have been tested and refined over thousands of successful deployments. Each application is designed to maximize efficiency, integrate with back-end systems, and meet specific customer requirements. With a recognized talent for end-user dialog design, INI front-loads the user interface for an enhanced customer experience, which has been shown to increase customer satisfaction and brand loyalty.
INI Hardens to NSA Security Standards
From the earliest stages, security is built into INI’s development process. Because we install a pre-configured Linux operating system on the application server, we are able to harden the system to NSA standards eliminating most security risks long before test scans are run during the deployment phase. While additional hardening is often required to meet specific industry and customer requirements, our process provides an extremely secure base platform that minimizes the number of patches required during customer validation.
INI Sets the Standard for Quality Assurance
INI has engineered its Project Life Cycle to be a comprehensive managed process, incorporating rigorous control protocols from various disciplines along each stage of the project to ensure delivery of a sound and reliable product. The Project Life Cycle consists of six distinct and clearly defined stages, each with an important deliverable provided to the customer.
Each engagement is assigned a project manager who meets regularly with the customer and business partner to document requirements, update status, acquire input, and to ensure expectations are captured and contained. As the project progresses through INI’s design, development, quality, and deployment phases, each team works off extensive checklists that include validation test points at key stages. In addition to verifying adherence to agreed upon requirements, these checklists minimize distractions to the customer and ensure on-time, in-budget delivery.
Because of INI’s thorough project management process, we are able to capture a complete picture of the customer’s requirements. We validate these findings by providing thorough documentation all along the Project Life Cycle, each containing a comprehensive level of detail.
INI Develops to the Customer Platform
INI develops its solutions on a fully functional, stand-alone testing server configured to match the customer’s IVR environment as closely as possible. By the time the final product is deployed at the customer site, it has been verified to ensure optimum performance and is ready for integration testing and customer validation under actual conditions. This results in a shorter and less complex deployment that significantly reduces the strain on customer resources and their contact center.
At the end of the day, our customers and business partners enjoy a satisfying deployment process that provides an easy-to-use, best-in-class IVR solution–an interactive engagement tool that provides end users with an exceptional customer experience. To get a more thorough understanding of our unique approach to contact center automation solutions, please schedule a consultation with one of our knowledgeable team members.