Interactive Intelligence, a global provider of unified IP business communications solutions, today released an upgraded version of its communications-based process automation application, Interaction Process Automation (IPA).
Interactive Intelligence designed IPA to improve organizational efficiencies by using proven contact center technologies to capture, prioritize, route, escalate, track and manage each step of a business process lifecycle.
The latest IPA enhancements include the following:
- Packaged Microsoft SharePoint integration that enables companies to trigger a process when a SharePoint document is added, thus resulting in faster turnaround of work;
- The ability to bundle simple data types, such as a customer's name, address and ZIP code, for faster business process development;
- Simplified database access that reduces costs by enabling business analysts to develop processes without the use of IT resources; and
- Search tools within IPA's design interface that make it easier to identify process status for improved ease of use.
"We're deploying the initial release of IPA and have already experienced benefits after the first phase of our roll-out with about two-thirds of our customer service representatives taking 25 percent more calls than before," said Blinds.com's director of operations, Martin Claggett. "This is a direct result of IPA's ability to easily guide our agents through any process employing predetermined best practices, preventing agent shortcuts which tends to cause re-work down the line, and automating much of the work that was previously required by an agent.
"We hope to realize even more benefits with the latest IPA enhancements, especially its ability to bundle data type features, which could help us more quickly deploy workflows and decrease the amount of data entry required by agents," Claggett concluded.
IPA is offered as an add-on application to the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC). IPA provides a complete process automation solution, and can function alongside applications for ERP, CRM, SFA and other core business/processing systems to help them work together more efficiently for increased process speed, quality and effectiveness.
IPA is targeted at mid-size to large businesses, including vertical markets such as insurance, financial services, retail, healthcare, collections, and utilities.