Interactive Intelligence Group, Inc., 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 organizational efficiencies by using proven contact center technologies to capture, prioritize, route, escalate, track and manage each step of a business process lifecycle.
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 roll-out with about two-thirds of our customer service representatives taking 25 percent 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 tends to cause re-work down the line, and automating much of the work that was previously required by an agent.
“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,” 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-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.
About Interactive Intelligence
Interactive Intelligence Group, Inc. (inin.com) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info[.]inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Product Information Contact:
Mr. Shaheen Haque, Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
P: +971(4) 4347217 / M: +971 (50) 4573186