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How Interaction Process Automation Works


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How Interaction Process Automation Works

  1. 1. Interaction Process Automation<br />
  2. 2. Extending IC Beyond the Contact Center<br />Queuing Concepts & Economies of Scale are no longer just contact center Activities! <br /> With IPA we have taken the concepts we have perfected from the contact center and are extending them to the rest of the organization. These concepts include:<br />FIFO<br />Skill Based Routing<br />Time and Motion (AHT)<br />Service Level Delivery<br />Resource Forecasting / Scheduling<br />Real-Time Monitoring / Historical Reporting<br />Eliminate ‘Paper-itis’<br />
  3. 3. “Horizontal” Processes<br />There are many examples ofbusiness processes that could occur in any organization, regardless of industry:<br />
  4. 4. “Vertical” Processes<br />There are also examples ofbusiness processes that are specific to a particularindustry:<br />The common factor of the processes we are focused on is the fact that they are multiple-step, people-centric processes.<br />
  5. 5. The Problem…<br />Organizations lack efficiency because manual processes are time consuming, inconsistent, and filled with latency and human error.<br />
  6. 6. The Solution…<br />Technology that provides the automation of core, people-centric business processes using proven communications technology<br />
  7. 7. A Different Approach<br />Interaction Process Automation™ (IPA) is the first all-in-one communications-based process automation (CBPA) solution designed for the automation of people-intensive processes for mid-size to large organizations. IPA’s value proposition:<br />Hard ROI– IPA provides measurable return on investment for unified communications by minimizing latency and human error in business processes, allowing organizations to decrease the cost of critical business processes and decrease the time it takes to complete a process<br />All-in-One Platform – IPA is based on a true unified, all-in-one communications platform resulting in reduced operating costs<br />A Unique Alternative– IPA offers a first-of-its kind alternative to existing process management systems that are complex and costly, and to communications ‘tool-kits’ that lack end-to-end automation for the quantifiable return on investment CxO’s demand today<br />
  8. 8. The Path to ROI Begins With The Process<br />The process re-designed for automation will look very different than it does today<br />“TO BE”<br />“AS IS”<br />Critical process analysis, discovery and design phase:<br />Document process “as-is” today<br />Identify opportunities for improvement<br />Re-design process as it is “to be” implemented in IPA<br />Estimate/validate ROI<br />
  9. 9. How IPA Delivers Measurable ROI<br />Minimizes<br />Latency<br />Latency<br />Human<br />Error<br />Human<br />Error<br />
  10. 10. BPA <br />WFM<br />Call/Screen Recording<br />Outbound Dialing<br />Voice Messaging<br />Self Service (IVR, Speech)<br />Contact Center (ACD, Skills, Presence)<br />Enterprise PBX<br />A Comprehensive, All-in-One Platform<br />By leveraging the all-in-one IC platform as the “backbone” and overlaying applications and business logic, we change the cost structure of implementing BPA.<br />
  11. 11. Applying Proven Communications Technologies to Process Automation<br />Contact center-style queuing and routing become essential for accurate and flexible prioritization and distribution of work in multi-step business processes<br />VoIP provides complete location-independence, enabling employees to participate in business processes from anywhere in the world<br />Communications<br />Technologies<br />Process<br />Automation<br />Becomes “process presence” indicating availability for a work assignment to speed processing time<br />Provides visibility into every step of the work process, including supervisory, escalation, audit and reporting functions<br />Becomes an essential part of compliance for business processes<br />
  12. 12. Real Value from Proven Technologies<br />
  13. 13. What Does IPA Enable A Company To Do?<br /><ul><li>Automate manual or poorly automated processes using powerful, flexible data structures and robust user interfaces
  14. 14. Initiate processes from interactions, events, other processes…
  15. 15. Sequence and track work even when performed by means outside CIC
  16. 16. Manage work and interactions; link them in one automated process
  17. 17. Intelligently route work and orchestrate entire business processes across the enterprise (“silos”- people, systems, departments, business units) and beyond
  18. 18. Create complete business process flows entirely within the ININ process automation engine
  19. 19. Service Oriented Architecture (SOA) interconnects all components; processes can make use of all the power of the IC Platform</li></ul>IPA is not intended to replace core business systems but to easily work in concert with them<br />
  20. 20. The Benefits of Process Automation<br /><ul><li>Better customer service via well documented, systematized processes
  21. 21. A more efficient organization with more expertise implemented explicitly in automated processes rather than implicitly by key employees
  22. 22. Greater ability to withstand employee turnover and temporary unavailability
  23. 23. Greater visibility into key business processes and what it costs to run them
  24. 24. Greater opportunities to save money and increase efficiency
  25. 25. Greater opportunities to retain and grow valuable customers</li></ul>Improving business processes improves competitive advantage<br />
  26. 26. Summary<br />Interaction Process Automation™ (IPA) <br /><ul><li>End-to-end process automation from process modeling, to work delivery and presentation, to monitoring and tracking
  27. 27. Measurable ROI by applying proven communications technology to process automation
  28. 28. Less costly and complex than alternative approaches to process automation
  29. 29. Ease of integration with core business applications (e.g. SharePoint, CRM, content management, external portals, etc.) </li></li></ul><li>Business Process Automation<br />Offering<br /><ul><li>Provides the automation of core, people-centric business processes
  30. 30. Providing the ability to:Capture, Prioritize, Route, Escalate, and Track each step of the process flow
  31. 31. Utilizes proven communication technology</li></ul>Advantages<br /><ul><li>Decrease the cost of a given process
  32. 32. Increase organizational efficiency
  33. 33. Eliminate latency in processes
  34. 34. Minimize human error
  35. 35. Less complex than legacy business process management suites</li></li></ul><li>The Big Picture of Interaction Process Automation<br />Resolved<br />Submit<br />Communications<br />Chat<br />Call<br />Email<br />SMS<br />Alert<br />Accts Payable<br />Notify<br />Customer<br />Triage<br />(Apply Rules)<br />Accept<br />Approve<br />Fulfill<br />
  36. 36. How It works<br />Interaction Process Automation<br />
  37. 37. Intuitive Design Environment<br />
  38. 38. Defining the Process Data<br />What information do you want to capture and track?<br /><ul><li>Choose from the many available data types to create a schema describing what information is to be collected during the process.
  39. 39. Set role-based security specificationsto control who can see and who can change information. </li></li></ul><li>Design end user views of work items with drag-and-drop simplicity<br />Creating End User Interfaces<br /><ul><li> Create different work items for different people involved in the process.</li></ul>• Work items display and capture process data.<br />• Easily associate user interface controls (e.g. a text box) with a specific<br />piece of data (e.g. <br />customer first name).<br />• Add graphics, embed links to other applications…work items can be as simple or complex as needed.<br />
  40. 40. Visually lay out the process flow in a very intuitive way<br />Laying Out the Process Flow<br />A process flow <br />consists of various <br />states (e.g. <br />“submitted,” <br />“approved,” “denied,” <br />etc.) and the tasks and actions that occur in each state<br />
  41. 41. Processes can be initiated in many ways<br />E-Mail<br />Web<br /><ul><li>The same process can easily be kicked off in many ways.
  42. 42. Agents can also kick off processes on behalf of customers from within Interaction Client.
  43. 43. Implement consistent processes across the organization.</li></ul>IVR<br />Process<br />Agent-assisted phone call<br />Applications and Systems<br />
  44. 44. Work Items Appear<br />Work is presented in the same interface used for interactions<br />Users start seeing work show up in their My Work Items<br />
  45. 45. Interfaces present and format work to be done<br />Users Work in the Designed Interfaces<br />
  46. 46. Launching a New Process<br />
  47. 47. <ul><li>Users can search across the defined fields and find all matching processes.
  48. 48. This capability is often used when a customer calls with a question about a current process.
  49. 49. Calls and other interactions can be linked by the user with a particular process.</li></ul>Searching Across Processes<br />
  50. 50. <ul><li>Users can take an inbound interaction and associate it with a particular process that had been started prior to the current call. This allows multiple interactions to be added into the same process.</li></ul>Associated Interactions<br />
  51. 51. Real-time Monitoring<br />Real-time monitoring of running processes<br />View details of a particularprocess<br />
  52. 52. Historical Reporting<br />
  53. 53.<br />Interactive Intelligence<br />DELIBERATELY INNOVATIVE<br />Questions & Discussion<br />