Inisoft and INI Announce Partnership Streamlining Agent Desktop Integration

PRESS RELEASE: Inisoft, one of the UK’s leading software companies, and Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice recognition (IVR) and contact center integration software announced their partnership to streamline agent desktop integration for contact center solutions built upon the powerful Avaya Aura@ Experience Portal (AAEP) platform with the synTelate® desktop application designed for inbound, outbound, and blended contact center environments.

Through its flagship product, synTelate, Inisoft specializes in providing contact center desktop customization and scripting solutions focused on meeting the growing needs of the customer service environment. synTelate is a powerful agent desktop application that integrates information from multiple data sources and telephony systems into a single agent desktop, contributing to a significant increase in operational efficiency.

Chuck Van Meter, President of INI said “Successful enterprise-level contact centers demand nimble solutions that empower agents to interact intelligently with today’s tech-savvy caller. With its robust data integration and drag-and-drop desktop tools, synTelate places everything an agent needs right at their fingertips. We are excited to offer the synTelate agent desktop technology as part of the contact center solutions we develop for our partners”.

This partnership, which opens up new project delivery options for synTelate, authorizes INI to acquire, license, deploy, and support synTelate in solutions they develop for systems integrators, Avaya business partners, and end customers. synTelate is currently the only desktop solution tested and certified to work with Avaya Proactive Outreach Manager (POM) for agent-based outbound campaigns.

John Goodram, Director of Technology at Inisoft Limited said “We are looking forward to a long and successful partnership with INI. Having an in-country delivery partner is greatly beneficial to the synTelate users, Avaya business partners, and, of course, Inisoft. We are very excited to be working with INI and the opportunities afforded to both our organisations”

INI delivers award winning contact center solutions and has deep technological expertise in delivery, deployment, and project management. These skills make them a perfect partner for the delivery of the synTelate agent desktop solution. INI has been fully trained and certified by Inisoft in the implementation and support of synTelate.