Interaction Process Automation®

Streamline processes without complexity.

Interaction Process Automation (IPA) streamlines even the most complex processes with Communications-Based Process Automation — an approach that leverages proven 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.

Just 4 Easy Steps Demo

Visual and simple.

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.

Connected and intelligent.

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.

Reports, alerts and visibility to keep work moving.

IPA provides real-time visibility into process and work activity through historical reports and real-time monitoring and alerts, keeping all parties informed about exceptions - and automatically reassigning work as needed to meet required service levels.

Count on a truly unique solution.

IPA is a complete, all-in-one solution for process automation.

  • An intuitive, graphical authoring tool enables process authors to define information for tracking, design end user work item forms, lay out the process flow, and specify business rules and process logic.
  • Configurable web services, database actions, and other integration options enable information exchange between IPA and other business systems.
  • A process orchestration engine manages the entire process, pushing work along the defined process flow from step to step and executing the logic specified in each step.
  • Intelligent routing includes skills, prioritization, and user presence (availability).
  • Rich end user forms consolidate information from other systems; provide access to other applications, web pages, content; and dynamically “guide” users through appropriate actions.
  • Real-time monitoring offers views for detailed visibility through every step of every process.
  • Out-of-the-box and custom reports include all process data available in an open database.
  • Process allows the ability to natively include and track communication events – calls, emails, chats, SMS, faxes, and alerts.
  • A service-oriented architecture (SOA) provides an event-driven software bus to act as the backbone of information flow.

Find a partner that cares as much about your business as you do.

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

  • Client Success – Partner with a team committed to your success.
  • Professional Services – Tap into experience from thousands of deployments.
  • Education – Get the training you need to hit the ground running.
  • Support – Ensure the heart of your business doesn’t skip a beat.


Interactive Intelligence 

A New Approach to Business Process Automation
Read how to achieve greater organizational efficiency plus quantifiable ROI.