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Streamlining Business Processes with Interactive Intelligence's Interaction Process Automation

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September 24, 2010

Streamlining Business Processes with Interactive Intelligence's Interaction Process Automation

By Susan J. Campbell, TMCnet Contributing Editor

In any business environment, it can be difficult to ensure all work, people and resources are on the same page. Keeping track of all of these things to ensure the business is as efficient and productive as possible can be even more challenging. Interactive Intelligence has developed the Interaction Process Automation (IPA) to provide a unified platform for tracking of all three in order to allow business processes to be automated more comprehensively.

This all-in-one “communications-based process automation” (CBPA) solution is designed specifically for mid- to large-sized organizations that are seeking to automated people-intensive processes. And, while CBPA is a methodology, IPA is a product that moves beyond enabling communications within applications or business process management suites to actually become the platform. When implemented, the IPA orchestrates the processes across people, departments and existing core business applications.

While it may seem odd that a communications vendor would offer such a solution, a closer look and it makes sense. Applying automation to a business process has the same basic requirements as automation in the multichannel contact center. Unified communications is used in the contact center to drive routing, presence and collaboration to the right. The same concept is applied in the business setting to move work through each step of the business process.

As a distinct, add-on module to the Customer Interaction Center (CIC) platform, the IPA provides a truly end-to-end automation process that any business can use in any process, providing meaningful automation and management. And, as a software-based solution, it can be installed as an extension of an existing CIC system and integrated into enterprise applications such as CRM, financial management, databases or other back-end business systems.

To build a process into the IPA, simply decide what information should be tracked in the process; design the user interface forms the end user will see; lay out the process flow; and deploy. To extend the value to the organization, IPA also provides access to knowledge management as it integrates through the e-FAQ to improve speed and accuracy in performing work activities.

As the IPA is used with current processes and integrates with company data, security is also ensured in the design. Interactive Intelligence (News - Alert) ensures that data integrity is enforced at every step of the process. The solution offers tools that allow you to decide who can access what information, while also encrypting that information that must always be protected. Very tightly controlled conditions will allow for decrypted only in situations you allow.

Overall, the IPA has been designed with the needs of the enterprise in mind. Automation can deliver significant benefits, but it must be aligned with the business environment and goals to be beneficial. Interactive Intelligence understands this need and sets out to meet it with the IPA solution.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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