TUALATIN, OR – Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice response (IVR) and contact center systems integration software, today announced the release of INI AudioForms, an automated forms application for Avaya contact centers. INI AudioForms offers seamless compatibility with the most recent version of Avaya Aura® Experience Portal (AAEP) and provides flexible deployment options and improved data collection that increases accuracy, reduces resource strain, and elevates response rates.
“With INI AudioForms, our customers can automate the entire form creation process for surveys, reports, information requests, and even sales orders. We also offer an add-on service for speech-to-text auto-translation,” stated Chuck Van Meter, President of INI. “As a robust alternative to voicemail forms, data is segregated for enhanced reporting capabilities. Callers benefit from a more natural interface that allows them to speak responses or make selections using their telephone keypad, providing a maximum level of convenience.”
Features of INI AudioForms
Web-Based Administration: Easy-to-use web-based interface allows fast form creation, deployment, and administration. Form input may be collected in both voice recording and DTMF formats.
Call Data Integration: Forms may be configured to append call and session data to the form record. This may include information captured by other applications connected to a backend database like names and account numbers. This data may be useful for verification, preventing duplicate or conflicting entries, and shortening the transcription process.
Drag and Drop Editing: Contact center administrators are able to drag and drop questions within the form interface to reorder content; all of the associated configuration elements follow.
Deployment Options: Once created, forms may be deployed from inbound menus, self-service applications, agent transfers, and/or as outbound campaigns. When the form is complete, the application may be configured to transfer the caller to an agent or self-service application, or to end the call.
Response Based Actions: Forms may be implemented to transfer callers to an agent or self-service application based on responses, to aid in escalation when necessary.
Transcription Tool: INI AudioForms includes a transcription tool that simplifies manual transcription with audio controls for playing and pausing through the audio file. The easy-to-use web interface allows multiple transcribers to work on different records for the same form, all at the same time.
Data Delivery: Completed forms may be delivered by email, file transfer or downloaded from the administration interface. With a personalized plug-in from INI, completed forms may be transferred directly into a company database.
Flexible Reporting Options: Completed forms are supplied as CSV files that can be compiled by an organization for generating custom reports.
About Interactive Northwest, Inc.
Interactive Northwest, Inc. (INI) develops innovative interactive voice response (IVR), computer telephony integration (CTI), and self-service applications for high-volume call centers in markets such as government, healthcare, finance, utilities and service industries. A strong commitment to platform expertise, seamless systems integration, and project management excellence uniquely position INI to provide value to its customers. As a long-standing partner in the Avaya DevConnect program and developer of call center speech applications, INI has a deep history in deploying applications on Avaya platforms—making it a reliable partner capable of delivering results that promote the success and profitability of its customers. For more information, call +1.800.732.3236 or visit www.interactivenw.com/inistaging