This session will focus on improving business processes in the contact center through workflow automation with Interaction Process Automation from Interactive Intelligence.
Employees spend their time jumping between any number of applications, copying and pasting data, and are left
Managers and Supervisors rely on Manual creation of activity reports in Excel or other applications and use as a management tool; they have little or no visibility into how much work has been accomplished at a given point for any one process, or for multiple processes
-The Interaction client is the interface for all communications AND processes
-Familiarity with single interface for both communications and work related items
IPA offers multiple, configurable options for integration to leverage core business systems:
Web Services – IPA can consume Web Services, and it is very easy to configure for use
A process flow can invoke internal or external Web Services to perform automated actions or to access other business applications
Out-of-the-box Database Actions for configurable access to ODBC-compliant databases
Embedded Browser-Based Applications and links in Work Items
Standard Email platform integrations (Exchange, Lotus Domino, etc.)
Handlers
-Processes can be started by a series of different ways (email, web interface, IVR, phone call, etc)
-Agents can also kick off process from within the Interaction Client interface
-Allowing for consistent processes that can be captured, prioritized, routed, and tracked across the organization every step of the way
-Managers/Supervisors have access to view details on a particular process while the process is still running
-How many work items are open, closed, or in a pending state
-Also length of process time, interaction type, and associate assigned to the work item
-View Historical Reports on the Process Summary, Process Details, and/or specific Work Items
-Insight into the interactions associated with a process, total time of processes, and those workers associated the process.
-Ability to compare user processing times
New Employee On-Boarding, Employee Review (sales and non-sales), Employee Coaching, Scoring of Recordings, Customer Complaints, e-Learning Management, Survey follow-up
Custom CIC Reports, CIC Instant Messaging, Utilities, Diagnostic Tools, Music On Hold Rotation, …and much, much more!