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Interaction Process Automation (IPA) streamlines even the most complex processes with Communications-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.
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.
IPA provides real-time visibility into process and work activity through historical reports and real-time alerts, keeping all parties informed about exceptions, and to redistribute resources whenever needed to meet required service levels.
IPA is a complete all-in-one solution for process automation — providing:
With each release of CIC we continue to make impressive strides in scalability and reliability as we add new features. But we don’t rest between full releases. Instead, we are constantly implementing new enhancements to all parts of the Interaction Center Platform, including our business process automation solution – Interaction Process Automation. Below are just some of the additions we’ve added with Service Update 1.
With SU1, we introduce an integration between IPA and SharePoint. This enables SharePoint workflows to start IPA processes automatically in response to specific events in SharePoint.
The new features added to the IPA designer with SU1 are extensive. As our customers find more areas in their organization that can benefit from process automation, and the processes they tackle become more diverse, the need for more advanced access to data is at the top of their lists. In the latest update, we extend the reach of IPA as it relates to accessing data and have added the following tools:
As process automation becomes as critical to an organization as phone calls into their contact center, there is a need to treat processes with the same focus as any other communications channel. A new feature delivered with SU1 is the simplification of the recovery process during a switchover. The CIC system will now automatically recover the processes' persistence data files as part of its post-switchover procedure.
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Manual process vs. automation with IPAIPA in action for the Insurance IndustryFour easy steps to automate processes
Transforming the Insurance Customer Experience with Business Process Automation: A Three-Tiered ApproachHumanizing Business Process Automation: Optimizing Performance for Employees and CustomersExtending Contact Center Capabilities Across the Insurance the Insurance Enterprise: Conjoining Social, Mobile, ECM and Process AutomationThe Exceptional Customer Experience: It’s All About the ProcessA New Approach to Business Process AutomationThe Evolving Role of Process Automation and the Customer Service Experience
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Interaction Process Automation
A New Approach to Business Process AutomationRead how to achieve greater organizational efficiency plus quantifiable ROI.
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