Interaction Process Automation™
Business processes have reached critical mass in helping companies of all kinds achieve their business goals. Yet solutions for business process management, business process improvement and even most forms of business process automation don’t create the efficient processes that business goals require.
Interaction Process Automation (IPA) streamlines even the most complex processes with
Computer-Based Process Automation — an approach that leverages unified communications technologies and practices from the contact center environment. By keeping track of work, progress, people, skills, qualifications, availability, and resources, IPA optimizes processes by automatically prioritizing and routing work to the best qualified and available worker for timely completion, regardless of the person’s location.
IPA uses a simple process-flow definition and graphical interface to enable quicker design, deployment, and modification when automating a process. It requires no complicated programming languages or expensive programmers, and no long development cycles. Instead, IPA reduces the overall time and costs to deploy automated processes in four straightforward steps.
- Visually define the data
- In the same graphical environment, design and define the work items
- Lay out process flow, define who will receive work
- Deploy processes to users
The IPA solution integrates internal and external communications throughout any process as it captures, prioritizes, routes, escalates, and tracks work — for employees as well as customers, vendors and partners. IPA also connects to your enterprise applications to extend process automation to CRM packages, financial management software, and various database sources and applications.
Within IPA, supervisors monitor in-flight processes in real-time and track work activity through historical reports. They set up alerts to keep all parties informed about exceptions, and redistribute resources whenever needed to meet required service levels. To prevent work from bottlenecking or sitting untouched, IPA reroutes the work and notifies supervisors of problems requiring attention.
IPA is a complete all-in-one solution for process automation — uniquely built on an all-in-one software platform developed for unified communications. And much more than a few simple workflow tools designed for programmers, IPA provides everything a company needs to automate business processes, using the most cost-effective and simple method possible.
- A graphical authoring tool that enables process authors to define information schema, design user work item forms, lay out the process flow, and specify detailed process logic.
- A service-oriented architecture (SOA) that makes it easy to access web services and provides an event-driven software bus to act as the backbone of information flow.
- An orchestration engine that manages the entire process, pushing work along the defined process flow from step to step, and executing the logic specified in each step.
- A presentation framework that incorporates designed work forms into end-user environments such as Windows PCs and web pages; this framework also includes the ability to pop other applications and exchange information with them.
- A real-time monitoring interface for visibility through every step of every process.
- Out-of-the-box and custom reports, with all process data available in an open SQL database.