Interactive Voice response and Call Center

There are many voice integration solutions on the market today, but only one designed expressly for IBM i – the iNspire Telephony Integration Suite™. iNspire leverages the power and reliability of IBM i (System i, iSeries and AS/400) delivering a cost-effective solution that integrates seamlessly with your business applications and data. iNspire delivers both SELF-service and FULL-service functions with the design of improving customer service via the telephone.

iNspire IVR – Self-Service

iNspire IVR (Interactive Voice Response) provides SELF-service capabilities that help our clients:

Off-load mundane, repetitive calls so employees can focus on high-value, high-priority interactions.
Provide faster service because callers don’t have to wait for available personnel.
Extend telephone service beyond normal business hours.
Service outbound calling requirements through automated dialing.

iNspire IVR is the finest IBM i based solution on the market today and can service all of your inbound and outbound IVR requirements. iNspire operates with any i-based data to service a variety of industries and applications including distribution, finance, insurance, government, utilities and more. iNspire supports both digitally recorded voice files as well as Text-to-Speech for synthesized speech of dynamic information.

iNspire for Call Centers

iNspire's FULL-service functions include capabilities for small to medium call center environments such as queuing, skills based routing and screen pops. FULL-service functions help our clients:

Manage callers who wish to speak with a live person through our ACD queue.
Skills based routing to agents who are available and have the skills to service customer needs.
Deliver custom screen pops just prior to call delivery providing agent with pertinent information to add efficiency and personalization to each call.
Improve employee productivity with agent assisted dialing services.

More About iNspire

Whether for IVR alone, Call Center, or the integrated functions of both, iNspire’s customized telephony services run natively on the IBM i for real-time integration with any i-based application(s) and associated data. Data is shared among related services in real-time, resulting in faster, more personalized service, no rekeying of data and controlled operational costs. iNspire’s simple, API driven approach works with any PBX or VoIP telephony system.

Most companies that run core business applications on the IBM i (including the AS/400, iSeries and System i) operate their telephone systems on separate platforms. Many assume they must also run related telephony services – including ACD queuing, skills based call routing with screen pops, caller self-service, automated dialing, reporting and more – on these independent telephony platforms. This creates a lack of integration between telephony services and business applications on IBM i, resulting in inherent system inefficiencies that increase operating costs. Real-time data and related applications are not readily accessible to callers and/or service agents, which result in customer dissatisfaction and ultimately lost business. Other unnecessary costs also include requirements for special skills to maintain the telephony integrations, replication of data and additional staff needed to compensate for less efficient call processing. iNspire eliminates these concerns by delivering a software solution built for i!

iNspire’s i Controlled Design

The iNspire solution is unique because it is natively controlled on the IBM i (System i, iSeries, AS/400), thus leveraging the benefits of the platform and your IT staff's technical knowledge base. Our desire was to bring you a solution that gives IBM i programmers easy-to-use tools to manage voice integrations within their core base of knowledge. That base of knowledge is the IBM i and native languages like RPG, COBOL and JAVA – skill sets your programmers already possess. As a result, iNspire was created specifically for “i” shops that want to integrate telephony services into existing applications or create new telephony elements.

iNspire is comprised of a comprehensive set of APIs and software that developers use to build telephony call flows into existing i-based applications. iNspire APIs provide a high-level interface that insulates programmers from dealing with specific telephony elements, allowing them to focus on the business logic rather than detailed technology issues. Our “i-centric” design provides you with the control to integrate telephony functions where you need them.

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