Interactive Northwest, Inc. Latest Application Curbs Need for External Developers and PBX Routing
TUALATIN, Ore.— Contact center solutions developer Interactive Northwest, Inc. (INI) has added support for directed dialogue speech recognition to the most-recent release of its configurable IVR menu and announcement application, INI AudioMenus™ 3.0. The new version, designed to improve enterprises’ customer experience, eliminates the need for routing in the PBX by giving contact center administrators the power to create automated speech recognition (ASR) applications.
“INI AudioMenus makes inbound call handling easier for everyone. Administrators can create and manage menus from anywhere, without the help of an IVR developer or telecom specialist, and callers can speak their choices naturally with the convenience of a hands-free interface,” said Danette Craig, Interactive Northwest, Inc. vice president and general manager. “It’s natural for a caller to say ‘billing’ and be routed to the billing department. Likewise, it’s natural for an organization to turn to internal resources for fast and flexible routing management when menus need to change.”
INI AudioMenus 3.0, which leverages the Avaya Aura® Experience Portal (AAEP) platform, has an upgraded user interface that enables administrators to create, deploy and edit sophisticated speech-enabled call routing applications on their own. It includes convenient tools for batch uploading audio files, recording alerts remotely, validating application configuration, generating color-coded graphical call flow diagrams and runs on both cloud-based and on-premise systems.
The latest version of INI AudioMenus builds upon its existing “press or say” functionality to now include a text-based grammar window where administrators can simply type a list of comma-delimited words or phrases for the application to recognize, within the allotted character count. For example, for a menu option that directs a caller to the technical support department, an administrator might enter ASR terms such as: technical support, technical services, tech support, or trouble ticket.
INI AudioMenus 3.0 comes with ASR functionality built in but requires additional third-party and INI licenses for enablement. The application is now available through Avaya and Avaya Business Partners. For more features, benefits and information, please visit www.interactivenw.com/inistaging/ini-audiomenus or call 1-800-732-3236.
About Interactive Northwest Inc.
Interactive Northwest, Inc. (INI) has provided expert system integration services and best-in-class interactive voice response (IVR), computer telephony integration (CTI), and self-service applications since 1992. As a Technology Partner of the Avaya DevConnect Program, INI leads the way for emerging contact center technologies, providing innovative yet highly-stable contact center solutions for on-premise and cloud-based Avaya platforms. For more information visit www.interactivenw.com/inistaging or contact INI at 1-800-732-3236. Follow INI on Twitter @InteractiveNW and on LinkedIn.