Business Process Automation Featured Article
Interactive Intelligence Aims to Gain Improved Positioning in New Zealand
According to a report in Reseller News, the IPA application is designed to blend communication with business process automation. As a result, voice calls, texts, e-mails, Web forms with customer inquiries and Web charts can be effectively routed to the appropriate staff member’s PC or phone. This individual may be housed in the call center or located in another part of the organization.
By using Interactive Intelligence’s (News - Alert) routing engine, the solution acts very much like a call center’s automatic call distribution system to log, prioritize, distribute and even escalate actions that were traditionally done through manual processes or in a paper-based system.
Using Interactive Intelligence’s interface, administrators set up an effective workflow.IPA is marketed to companies both inside and outside of the contact center industry and is a separate solution from Interactive Intelligence’s contact center and IP telephony platform.
The company launched IPA in the U.S. last year and New Zealand is the first market outside of the States to gain access to the software. Colin Steeples, General Manager for Amtel, noted that CIOs are facing consistent challenges when their company heads are not familiar with available providers like Interactive Intelligence, which makes the recommendation of an implementation that much more difficult.
Familiarity tends to rest with Cisco, Avaya and Genesys (News - Alert) and Interactive Intelligence would like to change that common thread. To launch the software promotion, Interactive Intelligence brought in a spokesperson from its U.S. customer Accuquote, an online insurance company.
In addition, Amtel is working with resellers Datacom and Sietec to gain traction in the local market.In other Interactive Intelligence news, the company announced in July that it was listed at the 16th spot out of 42 companies listed within the Indiana Chamber of Commerce’s "large companies" category.
The company was also given the recognition of “best place to work," for the fourth consecutive year.In May, Interactive Intelligence shared plans to showcase the first-of-its-kind and prized Customer Interaction Center, or "CIC," solution at the Middle East Call Centre 2010 Show. The show was held between May 12-13, 2010 at the Dubai International Convention and Exhibition Centre.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi