Outbound Consulting

Jump-start your outbound investment with services from INI.

Developing a proactive contact center strategy is about more than just making outbound calls. INI’s complete outbound practice is designed to deliver solutions on a variety of platforms, notably the powerful Avaya Proactive Outreach Manager (POM) engine for Avaya Experience Portal. Whether automated or agent-based, progressive or predictive, phone-based or omni-channel, no campaign is too complex for our team of outbound experts.

Benefits & Uses

INI’s outbound solutions are designed to enable organizations to reach out to contacts with valuable information right when they need it. No matter what the use case, outbound communication offers a productive and meaningful customer experience, resulting in increased satisfaction and brand loyalty. Operationally, the demand on agents is minimized, improving contact center effectiveness and protecting revenue streams. Just a few examples of the most common types of proactive outbound campaigns are:

  • Appointment Reminders
  • Bill Payment Reminders
  • Pre- and Post-op Instructions
  • Emergency and Crisis Notifications
  • Customer Experience Surveys
  • Policy Changes and Renewals

Services for Avaya POM

With its full-featured campaign management and out-dialing engine, Avaya POM provides seamless integration between inbound and outbound contact center strategies. Its robust multi-channel feature set supports voice, SMS and email options. POM’s built-in reporting capabilities also enable campaign success measurement. INI can help navigate all these features and more with services to help:

  • Determine expectations, goals and a roadmap for outbound
  • Create or modify contact lists via administration screens
  • Import contact lists via web services or FTP
  • Configure response options for voice and SMS
  • Change outbound messages as desired
  • Define campaign start and stop times
  • Define daily, weekly or ad hoc schedule frequency
  • Define number of call attempts to be made until successful call completion or non-completion notification
  • Replace and maintain contact lists on an ongoing basis
  • Deploy and configure third-party agent screen pop applications