Interactive Intelligence (News - Alert) announced the release of an enhanced version of its communications-based Interaction Process Automation (IPA) application.
IPA has been designed from the ground up to improve organizational efficiencies while also enabling enterprises to enhance customer experiences. It employs proven contact center technologies to capture, prioritize, route, escalate, track and manage each step of business process lifecycles.
It operates with other applications used for ERP, CRM, SFA and other core business and processing systems. This enables enterprises to leverage the power of their processes being able to function more efficiently, effectively, with high quality all while reducing costs.
Key enhancements in latest version of IPA include:
- New search tools within IPA’s design interface making it easier to identify process status for improved ease of use.
- New packaged Microsoft (News - Alert) SharePoint integration that enables companies to trigger a process when a SharePoint document is added — resulting in faster work flows.
- Simplified database access which reduces costs by enabling business analysts to develop processes without the use of IT resources.
- The ability to bundle simple data types — such as a customer’s name, address and zip code — for faster business process development.
Commenting on the value of the latest version of IPA, Blinds.com’s director of operations, Martin Claggett said: “We’re deploying the initial release of IPA and have already experienced benefits after the first phase of our roll-out with about two-thirds of our customer service representatives taking 25 percent more calls than before. This is a direct result of IPA’s ability to easily guide our agents through any process employing predetermined best practices, preventing agent shortcuts which tends to cause re-work down the line, and automating much of the work that was previously required by an agent”.
Claggett further stated that: “We hope to realize even more benefits with the latest IPA enhancements, especially its ability to bundle data type features, which could help us more quickly deploy workflows and decrease the amount of data entry required by agents.”
IPA is currently being offered as an add-on application to the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC). Targeted at mid-size to large businesses, including vertical markets such as insurance, financial services, retail, healthcare, collections, and utilities, IPA is available through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company's direct sales force.
As has been pointed out over the years by leading executives and analysts in the contact center solutions community, there is a practical formula for success that applies to the type of functionality that IPA delivers: people + products and services + processes = performance. It is a given that companies need great people and superior offers, however, the importance of process improvement in this equation should not be under-estimated, especially since investment in improvements here can be measured and yield substantial short-term as well as long-term value. It is why enhancements of BPA should and do command attention.
Edited by Peter Bernstein