Interaction Process Automation

Every business decision, no matter how big or small, is either a step forward or a step backward. There is no middle ground. Every aspect of your business processes must work in harmony, creating a smooth, efficient operation, all focused on achieving your business goals.

Interaction Process Automation™ (IPA) restores control over your business processes and creates visibility into your operations as it automates. IPA keeps 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 – regardless of location – for timely completion. IPA knows who and where those people are and delivers the work to them. Say goodbye to delays and chaos and hello to efficiency and manageability.

Visually create tasks and processes. Define the information to capture and track. Create views to display work items. No complicated programming languages, no expensive programmers, and no long development cycles. Without sacrificing functionality, IPA uses a simple process-flow definition and graphical interface to enable quicker design, deployment, and modification of automated business processes, resulting in lower overall time and cost to deploy.

Nothing understands communications like IPA. IPA integrates internal and external communications throughout any process as it captures, prioritizes, routes, escalates, and tracks work with customers, vendors, partners, and employees. Software tool kits only embed communications into applications and rely upon extensive customizations to make it all work. Existing business process management suites struggle to integrate communications and are expensive, complicated, time-consuming, and cumbersome to deploy. IPA easily connects to your enterprise applications to extend process automation to your CRM, financial management software, and various database sources and applications. IPA artfully orchestrates business processes and communications, bridging the gap between people and systems all on one platform.

IPA represents a fresh look at process automation and management. Built around the Communications-Based Process Automation (CBPA) approach to process automation, IPA gives you the ability to automate a complete process from beginning to end. Other products only automate pieces of a process, leaving you with multiple products to buy, integrate, manage, and support, driving up your cost and lowering your ROI.

 

In addition to automating processes, IPA helps you improve your processes. Because IPA is communications-based, it minimizes latency and human error right away, thus reducing processing time and improving processing accuracy which deliver measurable cost savings quickly. And with location-independence built-in, work is routed wherever resources are available, further increasing efficiency and minimizing delays.


Monitor in-flight processes in real-time and track work activity through historical reports. Quickly setup alerts to keep everyone informed about exceptions and redistribute resources to meet required service levels. Prevent work from bottlenecking or sitting untouched. IPA reroutes the work and notifies supervisors of the problem. Trouble spots are identified more quickly so solutions can be implemented quickly.

Representing a fresh approach to process automation and management, the broad methodology of Communications-Based Process Automation (CBPA) allows IPA to provide a comprehensive and unified experience, interacting with information and communications in real time. The fully integrated design of communications-based process automation means that IPA can identify an issue and reroute work without having to rely upon other outside applications or human intervention to initiate corrective activity.

Based on a true unified, all-in-one communications platform, Interactive Intelligence has developed a complete and manageable all-in-one process automation and management solution, not just a few workflow tools designed for programmers or an adaptation of multipoint communications systems that cause more cost and complexity.

 

Similar to our introduction in 1997 of the first all-in-one communications system to include PBX, ACD, IVR and other applications running on a single platform, IPA gives companies everything they need 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 the designed work forms into end-user environments such as Windows PCs, and Web pages; includes the ability to pop other applications and exchange information with them.
  • A real-time monitoring interface that gives supervisors visibility through every step of every process.
  • Out-of-the-box and custom reports with all process data available in an open SQL database.

 

Interaction Process Automation provides a unique and cost-effective solution for process automation and management. IPA’s unique unified architecture and features allow your business to:

  • Decrease the cost of a given process
  • Increase organizational efficiency
  • Reduce the amount of time required to complete a process
  • Eliminate latency in processes
  • Minimize human error