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Visual Forms with INI FormStudio™ Simplify Self-Service Response Collection

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Interactive Northwest, Inc. Application Supports Leading Transcription Engines and Speech-to-Text

TUALATIN, Ore. - Sept. 18, 2018 - TelAve -- Contact center solutions developer Interactive Northwest, Inc. (INI) has released INI FormStudio™, an Interactive Voice Response (IVR) survey and response collection application that supports voice and visual interfaces and Speech-to-Text from multiple industry-leading transcription engines.

INI FormStudio builds upon and replaces INI's trusted voice-based data collection product, INI AudioForms™. While INI FormStudio continues to support voice-based forms, it now also leverages visual IVR through web-based forms a caller can open in a mobile or desktop browser. A contact center caller who chooses the visual method then opts to receive either an SMS or e-mail message with a link that, once clicked, presents a visual representation of the form. The application integrates with Avaya Proactive Outreach Manager for the outbound messaging.

"While it's very convenient for people to be able to fill out forms over the phone, sometimes you want the option to see the form, especially if it requires a lot of information, such as a medical history or insurance quote application," said Danette Craig, Interactive Northwest, Inc. vice president and general manager. "With INI FormStudio, contact center administrators can create visual representations of a voice form that callers can open on a smartphone, making it easier for callers to provide the data that organizations need."

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INI FormStudio, which is deployed on the Avaya Aura® Experience Portal (AAEP) platform, supports accurate Speech-to-Text, which caters to callers who prefer to complete forms verbally within the IVR. The Speech-to-Text functionality is particularly effective for shorter forms such as post-call customer satisfaction surveys, which can help organizations gauge contact center effectiveness.

In addition to open-ended voice recording, the application supports various question formats including multiple choice, ranking and rating, and yes/no and true/false. There are also pre-built question types such as phone number, date and time. INI FormStudio enables administrators to easily configure forms to append call and session data, and features an easy-to-use interface that allows simple editing and duplication, to make new forms based on those used previously. The application's simple interface empowers the telecom team to pass INI FormStudio administration to contact center management without concern.

INI FormStudio is now available through Avaya and Avaya Business Partners. For more features, benefits and information, please visit www.interactivenw.com/products/ini-formstudio/ or call 1-800-732-3236.

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About Interactive Northwest, Inc.

Interactive Northwest, Inc. (INI) has provided expert system integration services and best-in-class interactive voice response, computer telephony integration, and self-service applications since 1992. As a Technology Partner of the Avaya DevConnect Program, INI leads the way for emerging contact center technologies, providing innovative yet highly-stable contact center solutions for on-premise and cloud-based Avaya platforms. For more information visit www.interactivenw.com or contact INI at 1-800-732-3236. Follow INI on Twitter @InteractiveNW (http://www.twitter.com/interactivenw) and on LinkedIn at interactive-northwest-inc (http://www.linkedin.com/company/interactive-nort...).

Contact
Kyle Henderson
***@interactivenw.com


Source: Interactive Northwest, Inc.

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