Johannesburg, 14 Aug 2012
Interactive Intelligence Group, a global provider of unified IP business communications solutions, has released an upgraded version of its communications-based process automation application, Interaction Process Automation (IPA).
Interactive Intelligence designed IPA to improve organisational efficiencies by using proven contact centre technologies to capture, prioritise, route, escalate, track and manage each step of a business process life cycle.
The latest IPA enhancements include the following:
* New packaged Microsoft SharePoint integration enables companies to trigger a process when a SharePoint document is added, thus resulting in faster turnaround of work.
* Ability to bundle simple data types, such as a customer's name, address and zip code, for faster business process development.
* Simplified database access reduces costs by enabling business analysts to develop processes without the use of IT resources.
* New search tools within IPA's design interface make it easier to identify process status for improved ease of use.
"We're deploying the initial release of IPA and have already experienced benefits after the first phase of our rollout with about two-thirds of our customer service representatives taking 25% more calls than before," said Blinds.com's director of operations, Martin Claggett. "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 tend to cause re-work down the line, and automating much of the work that was previously required by an agent.
"We hope to realise 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," Claggett concluded.
IPA is offered as an add-on application to the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC). IPA provides a complete process automation solution, and can function alongside applications for ERP, CRM, SFA and other core business/processing systems to help them work together more efficiently for increased process speed, quality and effectiveness.
IPA is targeted at mid-sized 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.
For more information about IPA and its latest enhancements, visit http://www.inin.com/ProductSolutions/Pages/IPA-updates.aspx.
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