INI, Author at | Page 3 of 11

You Asked…We Answered: Reporting

by INI Staff Deploying a top-notch Avaya Aura® Experience Portal (AAEP) Interactive Voice Response (IVR) environment, and enriching it with INI applications, effectively improves your customer experience and helps your organization to function more smoothly. This is something that you

Technologies Contact Center Agents will Thank Management For

maria-simonton

by Kyle Henderson Working in a contact center isn’t an easy gig. Day after day, call after call, agents may speak with callers who are irritated, distressed, uninformed, and often volatile because they would rather be doing anything besides calling

Contact Center Disaster Recovery – More than Weathering the Storm

maria-simonton

by Glen Taylor & Kyle Henderson With all of the recent hurricanes, wildfires, and other natural disasters impacting countless people and organizations—and our thoughts are with all those affected—we want to re-visit what enterprises can do to plan for disasters

Government Agency Ensures Customer Satisfaction with INI AudioForms™ Surveys

maria-simonton

A major government agency’s contact center, which handles thousands of calls every month, wanted to ensure it continued delivering quality customer service to its inbound callers. To do so, it needed to find an easy way to gather honest feedback.

Healthcare Center Thrives with Callback, Outbound and Avaya Platform

maria-simonton

A large healthcare system with multiple hospitals and treatment facilities on the U.S. east coast operates a centralized contact center that handles appointment making and referral management for each of the healthcare system’s facilities. Each month, the center answers about

Five Mistakes You May be Making with Your Callback Strategy

maria-simonton

by Maria Simonton 1. You Don’t Have One No, seriously. The lack of a solid strategy is what’s most often missing when it comes to a callback implementation. The mistake here is viewing callback as a fix-all instead of as

3 Reasons to Adopt Outbound

maria-simonton

by Kyle Henderson Do you have an appointment for the cable technician to come out tomorrow? Perhaps. Who really knows? There are a couple ways to find out: you can check your calendar and hope you wrote it down, or

Intelligent Call Routing: What’s It All About?

maria-simonton

by INI Staff INI has been helping organizations improve their customer experience for 25 years. During that time, our employees have gained insights and knowledge that has shaped their viewpoints about what it takes to deliver IVR that is effective

Outbound Reminders Lessen No-Shows for RWJBarnabas Health

maria-simonton

Large organizations with a lot of operational and logistical pieces can find it difficult to deliver consistent customer contact experiences due to their unique specialties and contact needs. Such was the case with Robert Wood Johnson Health System –now RWJBarnabas

Compatibility Counts

maria-simonton

by Kyle Henderson At INI, it’s important to us that our solutions work effortlessly with Avaya systems so that, together, we can offer enterprises the ability to deliver their customers the best IVR experiences possible. INI has a deep history