Avaya TechTalk 052: Interactive Northwest, Inc.
Now Playing: Avaya TechTalk 052: Interactive Northwest, Inc.
Listen and learn how government and other organizations can obtain the many values available from automated self-service, interactive response and computer telephony integration technologies.
In this new episode of Avaya Tech Talk I have the opportunity to interview Gary Van Gordon, vice president at Interactive Northwest, Inc. an Avaya DeveloperConnection program member. INI is a leading developer of innovative interactive voice response (IVR), computer telephony integration (CTI), and self-service applications for high-volume contact centers.
To listen or download: Please click here.
Please click the link just above to listen to Gary and I discuss the unique solutions that INI creates for government customers driving down costs and improving the citizen’s ability to access the resources of their government. Gary tells of how INI is focused on a managed process in terms of their deliverables. Using a project lifecycle concept they apply the appropriate processes to, “Keep their customers informed, keep their partners informed,” and their projects delivered with quality. This helps INI keep in sync with the customers’ expectations and deliver in-budget and on-time. “This is a cultural value at INI and always has been. As a result we build relationships that are enduring,” Gary says.
INI has done a multitude of deployments dealing with just about all aspects of government. Some examples include utility deployments for state governments, county government, cities and towns and applications for the US federal government in both the civilian and military markets. “We’ve done everything from air force bases to the Supreme Court,” Gary comments.
Examples of INI’s unique applications include:
a complete suite of applications for military hospitals that provides information to meet the needs of healthcare workers and their clients;
elections results reporting;
travel information services and 511 applications;
voting site locators;
child support enforcement;
license renewals; and
To experience just one of INI’s powerful applications please dial (360)570-2300. Doing so you may experience speaking to the automated Washington State Department of Transportation 511 system allowing drivers to get information on current weather, congestion and road conditions. Dial it up and select a route. I suggest you choose Route I5, Seattle to Everett and ask for upcoming travel impacts.
Gary continues discussing how applications are used to create efficiencies and generate cost savings. Local governments all the way up to the largest federal agencies benefit. Gary says, “We can definitely help agencies saving costs by making investments in self-service IVR applications.” These applications save, “Significant labor costs, are secure and provide great benefit,” he continued.
Gary gives a powerful example in the applications INI created for Burbank Water and Power. According to Gary, “The idea is to proactively contact their subscribers who are not paying their water bills in a timely fashion. We created an application that contacts those people and gives them an opportunity to use a ‘pay by phone’ application.”
Feedback from the city soon after deployment was that constituents were expressing delight with the application. The users found the reminder call that avoided later unpleasant actions helpful. A secondary benefit was the cost savings of not subsidizing the process of disconnecting water service of those who did not pay. It cost the city more to disconnect the water in a non-payment condition than what the city gained from restoral fees to turn the water back on. “It was actually a double win for the city,” says Gary.
Please take just six minutes to listen to this informative interview and learn more about Interactive Northwest, Inc. For more information about the applications that INI have created for governments of all levels you may also visit their website: please click here.
Thank you for your time.
Guy W. Clinch
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