TUALATIN, OR – Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice response (IVR) and contact center systems integration software, today announced the release of version 5.0 of INI SureConnect, a versatile customer callback and queuing application designed to offer callers an alternative to waiting on hold. INI SureConnect 5.0 offers seamless compatibility with the most recent version of Avaya Aura® Experience Portal (AAEP) along with an increased set of highly configurable features, greater flexibility, easier navigation, and added reporting and monitoring capabilities.

Features of INI SureConnect 5.0

Web Service API Enhancements: INI SureConnect 5.0 offers a highly configurable option for callers to request scheduled callbacks via web or mobile device.

Universal Time Zone Support: INI SureConnect 5.0 supports worldwide time zone configuration for up to six schedules for each AgentFirst or CallerFirst queue.

Time Slot Reservation: INI SureConnect 5.0 enables administrators to set the number of call slots that are available by hour for each queue, enabling the callback strategy to better match an organization’s staffing levels.

Consolidated Queue Management: INI SureConnect 5.0 allows multiple DNIS values to be associated with a single queue.

Callback Suspension and Shutdown: INI SureConnect 5.0 enables administrators to manually withdraw the callback function.

Enhanced Call Monitoring: INI SureConnect 5.0 now includes 3 new callback reports: Pending Call Counts, Pending Call Detail, and Pending Call Summary.

Easier Navigation: The INI SureConnect 5.0 queue configuration is now categorized by modular groupings that include all related tasks, for increased administrative efficiency.

“Today’s tech-savvy callers have come to expect a seamless user experience, no matter what device they are using. The latest enhancements to our callback solution, INI SureConnect 5.0, allow callers to choose a callback option from a phone, mobile device, or website–they can even schedule when they’d like to be called back. These conveniences enhance the caller experience and strengthen valuable customer relationships.” – Chuck Van Meter, President, INI

“Callback is essential to a customer-focused contact center strategy. As communication technology becomes increasingly diverse, it is important to keep up with evolving caller expectations. INI SureConnect 5.0 provides greater flexibility for a broad range of devices, increased control of application features, and greater administrative efficiency, all the while providing an exceptional caller experience. It’s the perfect solution for organizations that want to take their customer engagement model to the next level.” – Danette Craig, Vice President/GM, INI

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.