Interactive Intelligence, a global provider of unified IP business communications solutions, has received the 2009 Product of the Year Award from Technology Marketing Corp.’s (TMC) Customer Interaction Solutions magazine for its new communications-based process automation solution, Interaction Process Automation™ (IPA).
The magazine honours vendors with its Product of the Year Award for demonstrating excellence in contact centre technologies, as well as providing return-on-investment for the companies that use them, according to TMC’s CEO, Rich Tehrani.
“With IPA, Interactive Intelligence has taken its proven contact centre applications — functions such as routing, presence and collaboration – and used them to automate and move work through each step of a business process,” Tehrani said. “In effect, IPA has created a functional bridge between contact centres and the enterprises they serve, thus resulting in increased efficiencies and improved customer service.”
IPA leverages the Interactive Intelligence IP-based unified communications platform to orchestrate the delivery of work, thus giving organisations everything they need to capture, prioritise, route, escalate and track each step of a business process.
Interactive Intelligence developed IPA as an alternative to traditionally complex and costly process management systems, and to “tool-kits” that simply embed communications into applications, which are limited to soft ROI.
IPA targets mid-size to large organisations across all industries that require the automation of multi-step, people-centric business processes. Examples include new employee on-boarding, lead management, insurance claims processing, loan application management, new student enrollment, requests for government services and order discount approvals.
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