Full interaction process automation (IPA) has long been a dream of enterprises everywhere, but until now, the "rip and replace" factor has stood in the way of achieving it.
This is according to Karl Reed, chief marketing and solutions officer at Elingo.
In an ideal scenario, a customer calling a contact centre expects a full and immediate resolution to his problem or query. According to Reed, the problem in most cases is that the data relevant to a customer does not only reside in disconnected silos throughout the enterprise, but much of it can also be found in systems outside the company's control.
In SA, most organisations see the immense potential benefits of IPA, but achieving this vision of fully integrated and streamlined processes is not a simple matter, says Reed, adding that enterprises usually have legacy systems that have evolved over time, at huge expense.
"You may have some data residing in highly effective but legacy financial systems, other data in your CRM system, and yet more residing in your contact centre. Some of these systems may be so old that the developers who built them are no longer available," he says.
For several years, companies have sought a true single view of the customer and automation of all processes, notes Reed, but they have stopped short when it emerged that the only way to achieve this would be to "rip and replace" all existing systems, at a potential cost of tens of millions of rands.
"Fortunately, a new era of computing has dawned, and it is now possible to automate and streamline the flow of information and processes between people, departments and divisions - without having to 'rip and replace' existing systems."
With IPA in place, an enterprise might, for example, set up a rule that when the CFO approves a work item, it launches five other actions of work, he says. "With IPA, there is no risk of people forgetting to pick up the phone or sign a piece of paper, and enterprises can enter the truly automated, paperless environment at last."
IPA is also able to facilitate external processes. "External processes can also be integrated into the overall system, allowing an enterprise the ability to provide accurate customer feedback, as well as provide visibility into the process, which allows management to step in to speed up processes if necessary," says Reed.
He believes the benefits to enterprises of effective IPA are obvious - shorter issue resolution time, delivering correct feedback faster, as well as a dramatic reduction in error rates.
"The company also benefits from lower overheads, faster processes and better customer service. Importantly, IPA can deliver a single view of all processes and customer interactions. IPA delivers a complete view that can be used as a tool for the analysis of business processes, in order to identify areas for improvement at a strategic level," concludes Reed.
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