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Contact Center Solutions 2009 Video Presentations

Interaction Process Automation

Papers and Publications

Best Practices for Process Automation

Automating for Efficiency

A New Approach to Business Process Automation

Peering Past the Unified Communications Frenzy

A Practical Guide to Automating Key Business Processes

Top 5 Considerations for Automating Key Business Processes

Webinars

Brewing the Perfect Storm – Transforming the Contact Center into an Enterprise Business Process Controller

Brilliant! Your Communications System Automating Business Process

Product Information

Interaction Process Automation

Communications-Based Process Automation: Market Overview

IPA: A Complete New Way to Automate Business Processes

Communications-Based Process Automatin

CBPA

Communications-Based Process Automation (CBPA) solutions automate processes using communications technology to drive them. CBPA improves business processes by reducing delays and latency. The result is a more efficient, more automated closed-loop process, translating into significant ROI.

For example, a loan approval process may be delayed because the person assigned to providing an approval is away from the office. If the loan process were integrated into the organization's communications system, then the loan officer could review and approve from a PDA or email box.

If the person does not provide the necessary approval within a designated period of time then the business process could invoke aservice that would ‘notify’ the person that they need to do something. If the person does not ‘respond’ to the notification then it can be escalated to a manager in the same manner.

Key Technologies

The foundation for process automation in CBPA solutions are the communications technologies and practices that have been proven over decades in contact centers:

CBPA can be applied horizontally across different lines of business and different industries. Virtually every business process is hampered by human latency due to delays in communication and collaboration. Some other use cases that CBPA can be applied to include: roadside assistance, stock portfolio alerts, personal information loss, claims processing, and inventory management.

Interaction Process Automation™ (IPA)

The first all-in-one process automation solution comes from the communications industry. That might seem strange at first, but when you think about it, it makes perfect sense. After all, processes are about people – even automated processes. People are required to communicate with customers, collect information, make decisions, and analyze results. What’s needed is a structured way to help those people work together efficiently in the fulfillment of various processes. You see, process automation doesn’t necessarily mean removing people from processes, but rather providing an automated means of moving work among them and making sure it gets done.

The pinnacle of automation in the communications realm is the corporate contact center. Such centers involve hundreds or even thousands of people handling phone calls, e-mails, faxes, text chats, and other interactions from a wide range of customers and covering a dizzying array of topics. Over the years, contact center technology has evolved sophisticated notions of queuing, skills-based routing, quality monitoring, and real-time supervision that allow contact centers to operate with incredible precision. And the most innovative company in that demanding world, Interactive Intelligence, has built on hundreds of man-years worth of research and development to revolutionize business process automation. Interaction Process Automation is a single software solution that gives you everything you need to automate your business processes.

The Hard ROI Benefits of CBPA

CBPA provides real and measurable benefits: