by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
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Driven to help you succeed!
INI is committed to delivering effective solutions that drive value to our clients. It is important to us that our business partners and customers have a great experience throughout the entire engagement. INI is not satisfied to simply install a few servers with a suite of self-service applications. Instead, we facilitate a sound and fully operational solution that our clients are equipped to manage for a maximized return on investment. To accomplish this, INI takes a holistic approach to deployment that includes the delivery, implementation, configuration, and troubleshooting of third party technologies.
Deployment doesn’t have to be complicated
At INI, we understand the complex technologies that go into a successful self-service solution. Our engineers have had extensive training and years of experience installing third party solutions from our award-winning technology partners. As a result, our clients enjoy a streamlined deployment process that removes duplicated effort and the communication gaps that arise from having multiple vendors installing solution components. INI has defined and matured the skills and services required to make project deployments and third party implementations go smoothly and professionally. Our project management and installation services have been designed to be comprehensive, with checklists and quality teams to capture all customer requirements and see them through to completion.
“…the experience and expertise possessed by INI is quite evident. Throughout the planning and design phases, INI provided valuable input resulting in an application that is very easy to use and intuitive. The State works with a large number of vendors whom all claim to have strong project management practices in place. We were pleasantly surprised how well INI demonstrated a strong and effective project management methodology.”
– Duane Shell | Director, Telecom IT | State of North Dakota
INI has built out a robust lab environment that allows us to duplicate customer site configurations and enables us to develop and test solutions long before they reach the customer site. Whether working onsite or remotely, our engineering team is driven to minimize disruption of customer workflow, making the entire process as easy and painless as possible for both our business partners and their customers.
Finally, INI offers comprehensive security scans on all platform components, including third party technologies. With a highly integrated system, these solution-wide scans ensure optimum security.
Avaya Platform and Application Implementations
INI’s engineers have received Avaya implementation certification as Avaya Certified Solutions Specialists (ACSS) and have extensive experience installing the Avaya Aura® Experience Portal (AAEP) platform and its predecessors. Avaya has called upon INI to beta test each of its platform releases including the most recent version. The combination of training, extensive deployment experience, and beta testing and collaboration with Avaya has given INI an intimate knowledge of the AAEP platform and how to optimize it for secure and efficient operation.
“INI does great work and is a valuable and trusted partner to Avaya and the self-service business. The nature of the relationship, where INI is one of the lead partners to preview our products, is an indication of the respect and trust that we have in INI and the work that you do.
– A Senior Director of Self-Service Product Management | Avaya
As with AAEP, INI has beta tested Avaya Proactive Outreach Manager (POM). We have a thorough knowledge of effective outbound calling strategy, campaign configuration, and best practices, and we help our clients navigate compliance with the TCPA and other FCC and FTC regulations.
INI also provides implementation services for Avaya Call Back Assist, including configuration and licensing requirements to ensure successful operation in our client’s environment.
Speech Servers
INI has in-depth experience with speech integrations, including Automated Speech Recognition (ASR) and Text to Speech (TTS). These speech technologies require a comprehensive understanding and precision configuration to work effectively. Proper use of directed speech, carefully configured grammars, exclusions, and even framing questions correctly, all make for a successful and user-friendly experience. An expertly designed natural language speech application significantly enhances user adoption and customer satisfaction, while a poorly designed speech application can decrease effectiveness and lead to customer defection.
INI has worked with LumenVox, Nuance, and Loquendo technologies. In fact, INI was the first certified partner for LumenVox technology and has collaborated extensively with the LumenVox team to optimize our products for their platform and to integrate their technology into our custom solutions.
“INI is a valued partner for LumenVox with an expertise and experience in designing and deploying Automated Speech Solutions.”
–Lisa Cowan | VP Sales and Business Development | LumenVox
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As an innovative organization, INI is always on the lookout for new technologies that are well engineered and designed to optimize contact center efficiency as it relates to self-service automation and inbound/outbound call technology. We’ve recently partnered with Inisoft to enable the synTelate® agent desktop application to work with our self-service solutions. We are able to implement this sophisticated yet easy-to-use technology into our solutions so that vital caller information is seamlessly presented to contact center agents when transferred from our automated solutions.
Expertise that drives value
A successful self-service telephony deployment requires the skillful orchestration of a network of complex resources and disparate technologies all working together to create an elevated customer experience that meets organizational objectives. Organizations that engage with INI enjoy the peace of mind that comes from knowing their self-service automation solution is in the capable hands of experienced professionals who understand these complex technologies and can implement them effectively. INI’s solutions development and deployment teams leave no stone unturned in their quest to provide sound and secure solutions. Before each project concludes, INI ensures that all components are successfully operating in the client’s environment and ready to start driving value.