Karl Reed (image supplied).
Interaction Process Automation (IPA) allows companies to accomplish more in less time when dealing with business processes and customer relationship management, Karl Reed, chief marketing and solutions officer at Elingo, told HumanIPO.
“IPA provides a complete foundation for improving (automating) organisations processes. Blending people and work together with greater precision, IPA applies the unified communications technologies and practices that contact centres and back office’s use, to speed up processes for interaction management and customer service,” said Reed.
“When you automate business processes with the built-in unified solution from the beginning to end, the return on your investment is far more measurable.”
Reed added: “IPA is the software, application, integration tool, process automation application, connector to all of the organisation’s systems, third parties, [and] other organisations systems. There is no middle-ware or CTI (Computer Telephony Integration) application or tool required.”
He said IPA helps companies reduce operational costs through minimising process latency and human error, as well as decreasing the number of employees needed.
It helps by completing processes more rapidly through keeping the, on schedule and making the processes continuously visible.
Reed said IPA, together with its communication based technologies, has proven its worth for contact centres for a number of reasons, which include: “Intelligent queuing and routing of work items – prioritise and deliver work to the right people in your organisation based on their presence and skill, record and review communications used within a business process for guideline adherence and compliance.”
Furthermore, IPA has proved its worth within real-time monitoring, Voice over IP (VoIP), which involves employees in business processes from any location in the world, and content management.
“Before IPA, any organisation wishing to implement process automation and systems would typically have to ‘rip and replace’ their older [or] in place systems… IPA can be the single user interface with any existing back-end systems,” said Reed.
According to Reed, IPA software can be offered as a cloud solution or software as a service.
“This can only be decided based on the makeup of the actual customer’s environment. Every customers’ environment, location, security, [and] systems are completely different to the next customer,” said Reed. These software solutions are offered by Elingo.
Reed said IPA technologies are not limited to large companies and can be used by companies with a contact centre with or without a help desk. It also links companies with third parties.
“There is no other application [or] tool that can do what IPA does.”
