Engage 2013 - Interaction Process Automation

Engage 2013Interaction Process AutomationCommunications-Based Process Automation

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©2012 Interactive Intelligence Group Inc.

Impact of Inefficient Processes

Manager / Supervisor

Management by spreadsheet

No visibility into task or process status

Delays with work hand-off within or across

departments

Employee“App-Hopping” to copy/paste between multiple applications

Manual communication updates with customers

Cherry picking or “pulling” work

Customer“Silo-ed” organization

Inaccessible informationNo status updates

Forgotten follow-upsErrors, re-work, delays

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The Inefficiency Culprits

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Overcoming Process Obstacles

• Many manual processes (email, paper, spreadsheets)• Disparate systems – not tied together• Reactive and not proactive• Aging workforce - can help prevent “drain brain”• Need to exceed demands and expectations of customers• Inability to track process • Break down silos and increase collaboration

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Streamlining Business Processes

Process Control & Accuracy

Accelerate Completion Times

Process Metrics Communications-based

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Interaction Process Automation

IPA

Process Modeling

User Work Items

Process Monitoring

Process Reporting

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Key Concepts of Efficient Processes

• Consistent approach to handling processes

• Proactive outbound customer notificationoAutomatic call, email, text

• Automatic escalation to meet service goals

• System “presence” to understand who’s available

• Real-time supervisory functions

• Reporting to provide process audit trail

How It WorksInteraction Process Automation

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Visually Lay Out the Process Flow

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Unified Environment

Users receive work in My Work Items tab, in the same interface used for interactions

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Work Item Examples

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A single application layer unifies systems

Interaction Process Automation™ (IPA)

Document Management

CRM

Accurate WorkDistribution

User PresenceMonitoring, Alerting

& ReportingEase of Process

ModificationIntegrated Communications

MS Exchange

Core Processing

Systems

BPMS

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Ease of integration

Web Services

DatabaseActions

Standard Email

Platforms

EmbeddedBrowser / Links in Work Items

Handlers

Configurable integration options to leverage core business systems

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• Link to SharePoint Content from IPA Work Item

• Imbed SharePoint Content in IPA Work ItemoForms, Images, Excel/InfoPath/Word or other docs supported

by Office Web Applications

• Launch IPA Process when a list or document library is updated

• Push content into SharePoint from an IPA Process

SharePoint Integrations

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• Processes can be automatically initiated from various forms of communication or event triggers

• IVR• Email• Fax• Web Form• SharePoint• Existing Apps

• Implement consistent processes regardless of how the process is initiated

Automatically Launch Processes

1 2 3

AutomaticWork

Distribution

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Proven Routing Technology Applied to BPA

Presence

Skill

Priority

Priority: work is queued and routed to improve

productivity

Skill: assures the right work gets to the right person Presence: shows

availability for a work assignment to speed

processing time

*The key to gaining process efficiency is intelligently

“pushing” work vs. manual cherry picking

Innovation • Experience • Value

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©2009 Interactive Intelligence, Inc.

Communications-Based Process Automation

o Unified environment for handling communications and process flow

o Send automatic customer or internal notifications during processo Emailo Text (SMS)o Phone Call

o Associate communications and processes together

o Single point of Administration for CIC & IPA

o Ease of user training

o No additional hardware…simply turned on by licensing (3.0 SU8 +)

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Increased Visibility & Reporting

Results-oriented process tracking• Identify bottlenecks, gaps in the process• Proactively manage service levels

oReduce overall cycle timeo Improve overall throughput

• Staffing accuracy• Improve quality • Roll out pay by performance initiatives

*You can’t fix the problem if it can’t be identified

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Real-time Monitoring

Real-time monitoring of running processesView details of a particular process

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Process Reporting

Business Benefits – Customer ExamplesInteraction Process Automation

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• More consistent process handling• Increase in efficiency (25% - 700%)• Reduction in training time (Up to 50%)• Reduction in materials• Faster customer response time• Improved customer service• Reduction in customer complaints• Increased real-time process visibility • Enhanced process reporting and performance tracking

Business Benefits – Customer Examples

Innovation • Experience • Value

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©2009 Interactive Intelligence, Inc.

Insurance

*Policy Enrollment

*Underwriting

*Claims Processing

*Sales Lead Management

Financial

*Loan Processing

*Refinancing

*Loss Mitigation

(Foreclosures)

*Loan Inquiry Follow-up

*Cross Selling Process

Healthcare

*Appointment Reminders

*Procedure Follow-ups

*Patient Transfer

*Patient Physician Requests

*After Hours On-Call

*Patient Monitoring

Utilities

*Service Connect & Disconnect

*Customer Service Requests

*Customer Outage Notifications

*Customer Billing

Vertical Specific Processes

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Marketplace.inin.com

Interactive Intelligence MarketPlace℠ is an e-commerce website

Process Templates:• Employee On-Boarding• Employee Reviews • Employee Coaching• Scoring of Recordings• Customer Complaints• Survey follow-up• Cell Phone (TCPA) Process• Student Enrollment• New Account Opening

…and many more!

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• High-level process control - enables existing applications to work together (e.g. ERP, CRM, SFA, core business/processing systems)o Leverage investments and increase process speed, quality and

effectiveness

• Role-specific user interfaces - simplify and unify the desktopo Enable employees to increase productivity and better serve customers

• Intuitive graphical design interface - enables rapid configuration and adaptation of processes and user interfaces by business analysts o Reduce IT costs and time-to-market

• Real-time visibility and control of processes – via skills-based routing, presence, monitoring, alerting and reporting o Improve operational efficiencies and quality.

Interaction Process Automation Summary

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