Business Process Consulting

Process identification, mapping, automation and improvement can be daunting tasks if your organization has never performed them before. Experienced professionals can help, and Interactive Intelligence endorses the following consulting resources to assist your business with its process automation projects. The teams at each consultant organization know Business Process Automation inside and out, offering the services your business need to:

Identify key business processes that need improving and automating
Identify key people and communications necessary in each process flow
Map “as is” and “to be” process flows
Develop a strategic plan to implement the new process flow
Automate the new process flow using the Interaction Process Automation™ (IPA) solution from Interactive Intelligence
Optimize and improve the process once implemented

Why not do it yourself?

Unless you have the expertise, you lengthen the delivery time and add risk to the completion of the project
Those who are closest to the process work tend to overlook just how many steps and people are actually involved to get the work done

Note: Interactive Intelligence continually identifies and certifies Business Process Consulting partners to provide process automation services. Please check our list periodically for updates.

Interactive Intelligence Professional Services

Incorporate world-class consulting services to help you define, streamline and automate your business processes. Our assembled team of professionals comes to us with decades of experience in business consulting from organizations such as Deloitte, EDS, IBM, eLoyalty, and recently, AcroSoft, a company acquired by Interactive Intelligence who specialized in building business workflows for the Insurance industry.

Pulling heavily from our contact center experience, Interactive Intelligence Professional Services extend the concept of skills-based routing and queuing strategies into the enterprise for business process automation. Our competencies include planning and design, project management, implementation, customization, optimization, and business consulting for the Interactive Intelligence suite of products. Our teams consist of Performance Consultants, Project Managers, and Engineers.

For more information
Greg Bonness, Professional Services
Email: greg.bonness@inin.com
Phone: 317.715.8478
Mobile: 317.345.5428

RWD (www.rwd.com) offers a broad range of integrated solutions designed to improve end user performance in complex operating environments. The company’s portfolio of learning and human performance solutions range from business process mapping and re-engineering to learning strategy development, custom eLearning development, organizational change management, end user training, lean process improvement, and end user performance support services. RWD’s proven methodologies, experienced staff and robust tool set allow it to create customized solutions that help organizations optimize their workforce as well as technology to maintain a competitive advantage.

For more information
Brian Lapthorn Vice President, Midwest and Canadian Operations
Email: blapthorn@rwd.com
Phone: 513.697.2562
Mobile: 513.484.5019

Strategic Contact, Inc. (www.strategiccontact.com) is a recognized industry expert in contact center technology, operations, and organization. Its consulting services encompass contact center planning and implementation, technology assessment and strategy, business process optimization, organizational design, business cases to support change initiatives, project management, and change management. Based on the company’s customizable project frameworks and extensive experience of its consultants, Strategic Contact professionals help your business operations get up to speed quickly and then provide thorough assessments of your resulting environment. Going forward, your business also embraces, owns, and acts on practical advice and results-driven project outcomes — results that provide meaningful value to your organization as well as its customers.

For more information
Lori Bocklund, President
Email: consult@strategiccontact.com
Phone: 866.791.8560

Align (www.align.com) is a global information technology (IT) solutions firm with key competencies in “Technology Transformation Initiatives”. For more than 20 years, the world's leading firms have relied on Align to Empower their IT – enabling business and IT to achieve alignment, and delivering solutions for business change and growth.

ININ and Align are working together to help you achieve your business objectives by effectively enhancing and streamlining existing enterprise workflows and processes. The strength of ININ’s Interactive Process Automation module and Align’s robust process assessment methodology are a powerful combination. In these engagements, Align’s Contact Center practice focuses on:

Understanding business requirements
Evaluating how technology can best be used to achieve business objectives, including increasing internal efficiencies and enhancing the customer experience
Assessing the client’s readiness to implement technology and recommending changes in the environment to drive readiness forward
Recommending solutions that are practical, effective, and strategic
Maintaining accountability for the recommended solutions

For more information
Diane Halliwell, Director of Contact Centers
Email: dhalliwell@align.com
Phone: 212.207.2680

CollabGen (www.collabgen.com) is an established firm providing both industry analyst and consulting services. These multiple perspectives serve to optimize migration and integration strategies, including those related to IPA for varied business and technology environments. In addition to our participation in analyst relations and consultant liaison programs for all major telecom and contact center vendors, CollabGen has a practice dedicated to Interactive Intelligence’s custom IPA solution. CollabGen provides in-depth discovery and facilitation of Communications-based Business Process Automation using proprietary methodologies to adapt to specific IT Frameworks and Communications Architectures within organizations.

Our Sr. Executives, Analysts and Consultants bring experience specific to IPA-type initiatives as a result of numerous Business Process Re-engineering and Change Management projects.

For more information
Ed LaBanca, President/Principal Analyst & Consultant
Email: elabanca@collabgen.com
Phone: 877.7Collab (877.726.5522) x221
Mobile: 949.400.7320