Interaction Process Automation (IPA) | CPI's Interactive Intelligence Blog

Interaction Process Automation (IPA)

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Chris Dellen

One of our long-time partners, Interactive Intelligence (ININ), has added some new, industry changing capabilities to their world-class communication platform. It’s called Interaction Process Automation (IPA). For those of you who aren’t familiar with Interactive Intelligence, they have developed a highly sophisticated communication platform that call centers and enterprises rely on for their complex communication needs. Up to this point, ININ has completely focused on communications (phone, e-mail, sms, web chat, etc…) Now, they have taken it a step further with Interaction Process Automation.

To understand what IPA does, it’s important to grasp what a business process is. Imagine the process of on-boarding a new employee. Once the new hire signs their contract, a series of things need to happen in order for that new employee to start earning his paycheck. The new worker needs to have an office assigned, a computer programmed,  a phone set up, an email account created on the domain, company policy explained, a keycard, a benefits package selected and the list goes on and on and on.

What does IPA do? Well, the video below will do a better job explaining it than I could. But, in a nutshell, it routes and automates routine business processes, making them more efficient and actually measurable.

Think of how efficient your own organization is at its core business processes? For many, just getting a computer assigned to a new hire is harder than breaking into Fort Knox. The truth is, there is a world of opportunity at our organization’s fingertips and ININ’s IPA can add a level of accountability and efficiency to our business processes that wasn’t available before.

Here is a video that was produced by Interactive Intelligence that goes into greater detail on the benefits of IPA:

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