Contact Center Solutions Featured Article

Interactive Intelligence Releases IPA Applications

August 27, 2012

The life cycle of a company’s processes can be everlasting if it is not optimized the right way. The perfectly designed process improves and makes an organization efficient by using the right technology to manage every step of a business process lifecycle. Interactive Intelligence takes a unified approach with an all-in-one multichannel platform that replaces complex legacy systems with multipoint processes.

Most businesses don’t consider automation because they think they are too small or the system they have in place is adequate. If you have employees that manually process a procedure, spend more than 35 percent of their time performing repetitive or administrative tasks, require government and IT compliance and rely on managers to perform the same tasks, your organization could benefit from automation. Automation will reduce labor costs, increase output, speed up your processes as well as how everything is handled.

The new Interaction Process Automation or IPA 4.0 now includes Service Update 1 which includes integration between IPA and Microsoft SharePoint. This combination allows SharePoint workflows to begin an IPA process automatically if certain responses are activated. Another improvement is the new features available to the designer, allowing customers access to more advanced data with the support for custom simple and complex data types.

Process automation is becoming a fundamental part of an organization and any downtime can result in substantial losses depending on the size of the organization. With 4.0 in place, the recovery process during a switch over will automatically recover the processes’ data files as part of the procedure eliminating or reducing any downtime.

IPA is designed as its own add-on module to the Customer Interaction Center (CIC) platform with full end-to-end automation that is easy to setup. A process can be implemented simply in four easy steps and the automation will deploy according to your specifications. It works successfully with existing business systems with both internal and external systems that use Web services for connectivity such as SAP, SharePoint, MS CRM and The interaction process is designed with security measures which will ensure data integrity by establishing viewing access only to trusted personnel.

As an organization grows, automation process becomes more critical. If you don’t have a system in place with best practices for your company, your employees will eventually perform these tasks outside of your best practices. This will in the end lead to break downs requiring measures to fix the problems down the line, and as the problems accumulate your company becomes less efficient and spends more time doing damage control rather than production.

Interactive Intelligence is a Platinum Level sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. For more information on ITEXPO, click here.

Edited by Jamie Epstein