Interactive Intelligence has announced upgrades to its business process automation application Interaction Process Automation.
The solution uses contact centre technologies to capture, prioritise, route, escalate, track and manage each step of a business process lifecycle to drive efficiency.
New capabilities include new packaged Microsoft SharePoint integration, which triggers a process when a SharePoint document is added, as well as the ability to bundle simple data types, such as a customer's name.
Enhancements also include a simplified database access and new search tools within the offering’s design interface.
Martin Claggett from Interactive Intelligence client Blinds.com said: “We're deploying the initial release of IPA and have already experienced benefits after the first phase of our roll-out with about two-thirds of our customer service representatives taking 25% more calls than before.
“This is a direct result of IPA's ability to easily guide our agents through any process employing predetermined best practices, preventing agent shortcuts which tends to cause re-work down the line, and automating much of the work that was previously required by an agent.”
Interaction Process Automation – targeted at mid-size to large businesses in vertical markets such as insurance, financial services, retail, healthcare, collections and utilities – is offered as an add-on application to the firm’s communications software suite, Customer Interaction Center.