IVR Modernization on AWS: A Case Study

Maria Simonton — Tue, 29 Jul 2025 17:47:27 +0000

Background A federal government agency needed assistance bringing their contact center technology forward to better support their global help desk. The agency’s service center handles many distinct products, each with a specialized routing queue. Their existing solution, while effective, was encumbered by a linear menu structure that made it time-consuming for callers to get help

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Understanding Intent

Maria Simonton — Fri, 20 Oct 2023 20:56:55 +0000

Customers contact an enterprise to accomplish something – change a reservation, get order status, pay a bill, etc. Although every caller is unique, most of their goals can be grouped into well-defined categories. The term for these categories is “intent.” Caller intent has always been the first thing a contact center tries to determine: when

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What’s Your AI Roadmap?

Maria Simonton — Tue, 02 May 2023 17:00:22 +0000

The pace of technological change sometimes feels breathtaking and relentless. Contact centers are undergoing a massive transformation thanks to the introduction of Conversational Artificial Intelligence (CAI) and Large Language Model (LLM) generative AI software like ChatGPT and OpenAI. Organizations are now trying to figure out how to keep up with the competition and provide callers

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AEP in the Cloud or On Premise?

Maria Simonton — Thu, 20 Oct 2022 19:09:05 +0000

While more and more enterprise-sized organizations are moving their contact centers to the cloud, many still hold concerns for various reasons, and want to keep their data on premise. Their reservations are generally centered on security, lack of control, and compliance. Views from both sides of the aisle are relevant and valid. In our conversations

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INI Interactive Speech Attendant™ Now Rated “Avaya Compliant”

INI — Sat, 03 Sep 2022 00:03:46 +0000

TUALATIN, OR – September 8, 2022 – Interactive Northwest, Inc. (INI), a leading contact center solutions developer and integrator, today announced that its INI Interactive Speech Attendant™ (ISA) solution is compliant with key Avaya OneCloud™ solutions, providing customers with a feature-rich call routing solution and robust replacement for name dialers. Avaya is a global leader

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

INI — Fri, 06 May 2022 21:16:23 +0000

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. Avaya POM is a powerful asset that can bring any organization’s outbound strategy into the

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Interactive Northwest, Inc. Releases Interactive Speech Attendant™ 2.0

INI — Mon, 06 Dec 2021 21:58:32 +0000

The next-generation version adds configurable IVR menus to its powerful directory-enabled speech attendant Tualatin, OR United States – December 7, 2021 – Contact center solutions developer Interactive Northwest, Inc. (INI) has released a new feature-rich version of its flagship Interactive Speech Attendant™ product, a replacement for Nuance’s automated attendant solutions. As the end of support for

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INI OutboundStudio™ Helps Avaya Contact Center Customers Boost Proactive Notification Strategy

INI — Thu, 04 Nov 2021 15:37:31 +0000

INI OutboundStudio™ now rated “Avaya Compliant” with Avaya OneCloud™ CCaaS solutions TUALATIN, Ore. – November 4, 2021 — Interactive Northwest, Inc. (INI), a leading contact center solutions developer and integrator, today announced that its INI OutboundStudio™ solution is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions, providing customers with a powerful add-on

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Time to Rethink your Outbound Strategy?

INI — Wed, 19 May 2021 00:36:12 +0000

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 illegal without consent if the call was placed by an Automated Telephone Dialing System (ATDS)

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INI and LumenVox Partner to Launch Interactive Speech Attendant™

INI — Tue, 08 Dec 2020 18:31:49 +0000

Providing a highly accurate speech attendant to enrich the customer experience and replace Nuance’s discontinued automated attendant solutions. December 8, 2020 – Contact center solutions developer Interactive Northwest, Inc. (INI) has partnered with LumenVox to create a powerful replacement for Nuance’s automated attendant solutions. As the date draws near for the end of support for

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