[August 24, 2012] Interactive Intelligence releases upgraded version of IPA application Tweet Aug 24, 2012 (Datamonitor via COMTEX) -- Interactive Intelligence Group Inc., a provider of unified IP business communications solutions, has released an upgraded version of its communications-based process automation application, Interaction Process Automation, or IPA. Interactive Intelligence designed IPA to improve organizational efficiencies by using proven contact center technologies to capture, prioritize, route, escalate, track and manage each step of a business process lifecycle, the company said. The latest IPA enhancements include: new packaged Microsoft SharePoint integration enables companies to trigger a process when a SharePoint document is added, thus resulting in faster turnaround of work; ability to bundle simple data types, such as a customer's name, address and zip code, for faster business process development; Simplified database access reduces costs by enabling business analysts to develop processes without the use of IT resources; and new search tools within IPA's design interface make it easier to identify process status for improved ease of use. "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 percent more calls than before," said Blinds.com's director of operations, Martin Claggett. "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. IPA is offered as an add-on application to the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC). IPA provides a complete process automation solution, and can function alongside applications for ERP, CRM, SFA and other core business/processing systems to help them work together more efficiently for increased process speed, quality and effectiveness, the company added. http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon [ Back To TMCnet.com's Homepage ]