INI LaunchPort™

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Provide a personalized messaging and routing experience to callers.

INI LaunchPort™ is a “flight deck” for inbound voice communications on the Avaya Experience Portal. INI LaunchPort streamlines call resolution by automating interactions that do not require an agent, dispatching calls to a self-service application, or connecting callers to the most appropriate agent.  Utilizing intelligence gathered from the caller and the enterprise database, INI LaunchPort creates a highly-personalized caller experience that contributes to higher levels of customer satisfaction, brand loyalty and repeat business.

Benefits

  • Increases first call resolution through more accurate routing
  • Earns greater customer satisfaction with fast, intuitive routing
  • Raises agent productivity with shorter calls
  • Intelligently categorizes caller purpose to resolve common concerns
  • Increases agent effectiveness when using screen pop integration
  • Reduces administrative overhead with efficient announcement changes

Features

  • Advanced caller identification
  • Configure multiple call types
  • Greetings and alerts tailored to specific known call types
  • Support for SSL web services encryption
  • Screen-based administration utilities
  • INI Web Services API for back-end database integration