outbound Archives |

My Avaya Dialer is Going End-of-Support. What Next?

By Glen Taylor If your organization uses Avaya Proactive Contact (PC) for outbound notifications, you may be wondering what to do when the software goes end-of-support this year. An obvious replacement candidate is the Avaya Proactive Outreach Manager (POM) platform.

Time to Rethink your Outbound Strategy?

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By Glen Taylor Over the past several years, many customers who could benefit from agent-based dialing have been unwilling to consider it because of the Telephone Consumer Protection Act (TCPA). The TCPA statute makes calls or texts to mobile numbers

Avaya Proactive Outreach Manager Use Cases

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One of the best ways for an enterprise-size organization to increase the efficiency of its customer interactions and customer experience scores is the use of proactive outreach, or outbound. The Avaya Proactive Outreach Manager (POM) engine enhances the powerful self-service

Healthcare Center Thrives with Callback, Outbound and Avaya Platform

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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

Outbound Reminders Lessen No-Shows for RWJBarnabas Health

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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

Are You Keeping In Touch with Your Customers?

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by Glen Taylor [frame align=”right” width=”211″ height=”300″ src=”https://www.interactivenw.com/wp-content/uploads/2015/03/smart-phone-illustration.png”] I have a friend who texts me about once a week with a simple message, “Dinner tonight?” About half of the time I’m not available, but when I am, we grab a

An Ounce of Prevention

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by Interactive Northwest, Inc. [frame align=”right” width=”184″ height=”191″ src=”https://www.interactivenw.com/wp-content/uploads/2014/08/HiRes-smartphone-ringing-290×300.jpg”]The Case for Outbound Communication No doubt you’ve heard the sage advice, “an ounce of prevention is worth a pound of cure.” When it comes to customer satisfaction, however, there really is

5 Ways to Reduce Customer Effort

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by Interactive Northwest, Inc. A Simplified Approach to Customer Service Can Make a Difference If you think satisfying customers is a complicated process, you’re absolutely right! But it may not be as difficult as you’ve been led to believe. For

Getting the Most Out of your Contact Center Part 2

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by Interactive Northwest, Inc. Enhance your Contact Center for Profitability In the first article of our three part series, Getting the Most Out of Your Contact Center, we emphasized the importance of enhancing the customer experience, the heartbeat of the

Getting the Most out of your Contact Center Part 1

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by Glen Taylor Let’s Face It, We Love Automation! Think about it: how many of us choose to go to the bank to withdraw money when we can access an ATM? Would you wait in line for an airline ticketing