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Engage 2013 - Interaction Process Automation


This session will focus on improving business processes in the contact center through workflow automation with Interaction Process Automation from Interactive Intelligence.

This session will focus on improving business processes in the contact center through workflow automation with Interaction Process Automation from Interactive Intelligence.

Published in Technology , Business
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  • 1. Engage 2013 Interaction Process Automation Communications-Based Process Automation
  • 2. ©2012 Interactive Intelligence Group Inc. Impact of Inefficient Processes Manager / Supervisor Management by spreadsheet No visibility into task or process status Delays with work hand-off within or across departments Employee “App-Hopping” to copy/paste between multiple applications Manual communication updates with customers Cherry picking or “pulling” work Customer “Silo-ed” organization Inaccessible information No status updates Forgotten follow-ups Errors, re-work, delays
  • 3. ©2012 Interactive Intelligence Group Inc. The Inefficiency Culprits
  • 4. ©2012 Interactive Intelligence Group Inc. Overcoming Process Obstacles • Many manual processes (email, paper, spreadsheets) • Disparate systems – not tied together • Reactive and not proactive • Aging workforce - can help prevent “drain brain” • Need to exceed demands and expectations of customers • Inability to track process • Break down silos and increase collaboration
  • 5. ©2012 Interactive Intelligence Group Inc. Streamlining Business Processes Process Control & Accuracy Accelerate Completion Times Process Metrics Communications-based
  • 6. ©2012 Interactive Intelligence Group Inc. Interaction Process Automation IPA Process Modeling User Work Items Process Monitoring Process Reporting
  • 7. ©2012 Interactive Intelligence Group Inc. Key Concepts of Efficient Processes • Consistent approach to handling processes • Proactive outbound customer notification o Automatic call, email, text • Automatic escalation to meet service goals • System “presence” to understand who’s available • Real-time supervisory functions • Reporting to provide process audit trail
  • 8. How It Works Interaction Process Automation
  • 9. ©2012 Interactive Intelligence Group Inc. Visually Lay Out the Process Flow
  • 10. ©2012 Interactive Intelligence Group Inc. Unified Environment Users receive work in My Work Items tab, in the same interface used for interactions
  • 11. ©2012 Interactive Intelligence Group Inc. Work Item Examples
  • 12. ©2012 Interactive Intelligence Group Inc. A single application layer unifies systems Interaction Process Automation™ (IPA) Document Management CRM Accurate Work Distribution User Presence Monitoring, Alerting & Reporting Ease of Process Modification Integrated Communications MS Exchange Core Processing Systems BPMS
  • 13. ©2012 Interactive Intelligence Group Inc. Ease of integration Web Services Database Actions Standard Email Platforms Embedded Browser / Links in Work Items Handlers Configurable integration options to leverage core business systems
  • 14. ©2012 Interactive Intelligence Group Inc. • Link to SharePoint Content from IPA Work Item • Imbed SharePoint Content in IPA Work Item o Forms, Images, Excel/InfoPath/Word or other docs supported by Office Web Applications • Launch IPA Process when a list or document library is updated • Push content into SharePoint from an IPA Process SharePoint Integrations
  • 15. ©2012 Interactive Intelligence Group Inc. • Processes can be automatically initiated from various forms of communication or event triggers • IVR • Email • Fax • Web Form • SharePoint • Existing Apps • Implement consistent processes regardless of how the process is initiated Automatically Launch Processes 1 2 3 Automatic Work Distribution
  • 16. ©2012 Interactive Intelligence Group Inc. Proven Routing Technology Applied to BPA Presence Skill Priority Priority: work is queued and routed to improve productivity Skill: assures the right work gets to the right person Presence: shows availability for a work assignment to speed processing time *The key to gaining process efficiency is intelligently “pushing” work vs. manual cherry picking
  • 17. Innovation • Experience • Value ©2009 Interactive Intelligence, Inc. Communications-Based Process Automation o Unified environment for handling communications and process flow o Send automatic customer or internal notifications during process o Email o Text (SMS) o Phone Call o Associate communications and processes together o Single point of Administration for CIC & IPA o Ease of user training o No additional hardware…simply turned on by licensing (3.0 SU8 +)
  • 18. ©2012 Interactive Intelligence Group Inc. Increased Visibility & Reporting Results-oriented process tracking • Identify bottlenecks, gaps in the process • Proactively manage service levels o Reduce overall cycle time o Improve overall throughput • Staffing accuracy • Improve quality • Roll out pay by performance initiatives *You can’t fix the problem if it can’t be identified
  • 19. ©2012 Interactive Intelligence Group Inc. Real-time Monitoring Real-time monitoring of running processes View details of a particular process
  • 20. ©2012 Interactive Intelligence Group Inc. Process Reporting
  • 21. Business Benefits – Customer Examples Interaction Process Automation
  • 22. ©2012 Interactive Intelligence Group Inc. • More consistent process handling • Increase in efficiency (25% - 700%) • Reduction in training time (Up to 50%) • Reduction in materials • Faster customer response time • Improved customer service • Reduction in customer complaints • Increased real-time process visibility • Enhanced process reporting and performance tracking Business Benefits – Customer Examples
  • 23. Innovation • Experience • Value ©2009 Interactive Intelligence, Inc. Insurance *Policy Enrollment *Underwriting *Claims Processing *Sales Lead Management Financial *Loan Processing *Refinancing *Loss Mitigation (Foreclosures) *Loan Inquiry Follow- up *Cross Selling Process Healthcare *Appointment Reminders *Procedure Follow-ups *Patient Transfer *Patient Physician Requests *After Hours On-Call *Patient Monitoring Utilities *Service Connect & Disconnect *Customer Service Requests *Customer Outage Notifications *Customer Billing Vertical Specific Processes
  • 24. ©2012 Interactive Intelligence Group Inc. Interactive Intelligence MarketPlace℠ is an e-commerce website Process Templates: • Employee On-Boarding • Employee Reviews • Employee Coaching • Scoring of Recordings • Customer Complaints • Survey follow-up • Cell Phone (TCPA) Process • Student Enrollment • New Account Opening …and many more!
  • 25. ©2012 Interactive Intelligence Group Inc. • High-level process control - enables existing applications to work together (e.g. ERP, CRM, SFA, core business/processing systems) o Leverage investments and increase process speed, quality and effectiveness • Role-specific user interfaces - simplify and unify the desktop o Enable employees to increase productivity and better serve customers • Intuitive graphical design interface - enables rapid configuration and adaptation of processes and user interfaces by business analysts o Reduce IT costs and time-to-market • Real-time visibility and control of processes – via skills-based routing, presence, monitoring, alerting and reporting o Improve operational efficiencies and quality. Interaction Process Automation Summary
  • 26. 317.715.8298