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Communications-Based Process Automation (CBPA)

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  • 1. Brilliant! Your Communications SystemAutomating Your Business Processes Tim Passios Director, Solutions Marketing Interactive Intelligence, Inc.Can Your Phone System Really Run YourBusiness?
  • 2. “Horizontal” ProcessesThere are many examples of business processes that occur in anyorganization, regardless of industry: Finance / Sales / Service / IT HR Legal Marketing Support Change of Lead Help Desk New Partner RMA Address Management Change Employee Equipment Campaign Support Management Onboarding Purchase Management Ticket New Collateral Termination Customer Publishing Departmental Expense Proposal Transfer Approval ManagementInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 3. “Vertical” Processes There are also examples of business processes that are specific to a particular industry: Financial Insurance Healthcare Government Services Claims Patient Loan processing PIN Change Access Origination (welfare, social services) Revenue Claims Credit Cycle BMV/DMV Processing FulfillmentInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 4. How are those processes managed today?Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 5. ININ Communications PlatformInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 6. CIC’s Foundation Technology ACD Queuing Real-time Skills-Based Supervision Routing VoIP/SIP Recording PresenceInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 7. Using the Communications System to Automate Business Processes • Leverage the technology of an all-in-one, proven communication solution to automate business processes • Contact center-style queuing and routing become essential for accurate and flexible distribution of multi-step workflow processes. • Presence becomes “process presence” indicating availability for a work assignment to speed processing time. • Recording becomes an essential part of compliance for business processes. • Real-time supervisory monitoring provides visibility into every step of the work process including supervisory, audit, and reporting functions. • VoIP provides complete location-independence, enabling employees to participate in businesses processes from anywhere in the world.Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 8. Using the Communications System to Automate Business Processes • IPA is a unique business process automation solution • Compared to traditional BPMS systems: • IPA avoids the complexity and costly implementation services • Provides end-customers with ability to automate processes ongoing • Integrates with the contact center/enterprise communications infrastructures • Compared to communications-enabled business process (CEBP) offerings: • IPA is not about triggering communication notifications inserted into a process (the basis of CEBP) • IPA provides the complete automation of the business processes and ties to the human interactionsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 9. Why is UC now so hot?• Unified Communications: • VoIP and SIP have created a broader significance for unified communications • Microsoft’s entry has caused everyone to sit up and take notice• Unified Communications has been “marketized” to the point that its meaning is confusing to potential buyersInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 10. Marketers Gone Wild… “XYZ COMPANY delivers headset solutions optimized for Unified Communications and the way people work. “XYZ COMPANY offers corded and wireless solutions optimized for wherever work occurs, whenever needed – in a quiet office, on the road or at home, there is a XYZ COMPANY Unified Communications solution that will ensure your voice is clearly heard.”Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 11. What is the Promise of UC? • Improved Productivity and Greater Efficiency • “I’m in finance and I can more easily contact an available person on the field sales team” • Siloed Technology that Shows a Good Return • All well and good, but… • These are soft ROI items • These deliver only partial returns/potential • Very difficult to quantify the results and savingsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 12. Using the Communications System to Automate Business Processes • IPA provides the hard ROI that unified communications offerings have lacked • Eliminating latency in business processes • Reducing human error • Examples: • Reducing the time required to process an insurance claim from three weeks to one week • Reducing the amount of time it takes for a sales lead to be received, logged, qualified, and distributed to a sales person from 28 business hours to 2 business hoursInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 13. The Industry Sees This Trend“We envision that business processes will be integrated into communications processes so that communications servers actually manage and control the process itself.” Source: “The Coming Shift from Contact Center Server to Anywhere Enterprise Business Process Controller,” January 2008 “The automation of key business processes is where enterprises will find the UC ROI they are looking for.” – Jim Burton, UC StrategiesInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 14. How is it positioned?Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 15. ININ Business Process Automation Product INTERACTION PROCESS AUTOMATION (IPA)Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 16. Work Design CenterInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 17. Creating FormsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 18. Laying Out the Process FlowInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 19. Processes Initiation • New process instances can easily be kicked off by Web pages or applications. • You can allow customers to kick off processes in any way you like (such as when using a voice menu) • Employees can also initiate processes on behalf of customers from within the Interaction Client.Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 20. Users Work With Your FormsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 21. Real-time Supervisory Monitoring• Real-time monitoring of running processes• Drill-down to the details of a particular processInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 22. CBPA Advantages • Employees can participate in work through the same interface they use to take phone calls • Because it is “communications-based,” the process management system knows who has which skills, who is available, and how to reach them. • Greater visibility into key business processes and what it costs to implement them • HARD ROI, as process times and human errors are reduced or eliminatedInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 23. CBPA: A Different Approach Communications-Based Process Automation Bring process Enable automation out of organizations to Bring proven the realm of create not only contact center expensive call flows, e-mail technologies to programming flows, and text any tools chat flows…but “work center” right into the “work flows” communications system Interaction Center Platform®Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 24. Summary • Leverage the technology of an all-in-one, proven communication solution to automate core business processes • IPA is a unique business process automation solution • IPA provides the hard ROI that unified communications offerings have lackedInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 25. White Paper OfferInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 26. INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVEwww.inin.com ©2009 Interactive Intelligence, Inc.

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