Since it was founded in 1924, a major health organization has shown a commitment to cardiovascular research and education. The organization needed to provide information in a way that was easily accessible to the majority of the American population. For this purpose, it wanted to increase the effectiveness of the telephone; specifically, it needed to deliver a quality caller experience and to provide a unified persona throughout the call routing network. The health organization approached Avaya for help. Avaya suggested a solution that combined Avaya Interactive Response with healthcare applications by Interactive Northwest, Inc. (INI). INI is a Premier-level member in the Avaya DevConnect program.
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