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Brilliant! Your Communications SystemAutomating Your Business Processes  Tim Passios  Director, Solutions Marketing  Interactive Intelligence, Inc.Can Your Phone System Really Run YourBusiness?
“Horizontal” ProcessesThere are many examples of business processes that occur in anyorganization, regardless of industry:                                          Finance /        Sales /             Service /        IT                   HR                                            Legal         Marketing            Support                            Change of                          Lead      Help Desk                             New Partner                                    RMA                             Address                        Management       Change                Employee       Equipment        Campaign                    Support     Management             Onboarding      Purchase        Management                    Ticket                                               New           Collateral                            Termination                                             Customer        Publishing                           Departmental      Expense         Proposal                             Transfer        Approval       ManagementInnovation • Experience • Value                                                     www.inin.com                                                                          ©2009 Interactive Intelligence, Inc.
“Vertical” Processes     There are also examples of business processes that are specific to     a particular industry:                                            Financial   Insurance                  Healthcare                     Government                                            Services                                                                     Claims                                  Patient        Loan              processing       PIN Change                                  Access      Origination        (welfare, social                                                                    services)                                  Revenue          Claims                                Credit                                   Cycle                              BMV/DMV        Processing                            FulfillmentInnovation • Experience • Value                                         www.inin.com                                                              ©2009 Interactive Intelligence, Inc.
How are those processes managed today?Innovation • Experience • Value              www.inin.com                                   ©2009 Interactive Intelligence, Inc.
ININ Communications PlatformInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
CIC’s Foundation Technology                                  ACD Queuing             Real-time                            Skills-Based            Supervision                             Routing                                   VoIP/SIP                      Recording                 PresenceInnovation • Experience • Value                                      www.inin.com                                                           ©2009 Interactive Intelligence, Inc.
Using the Communications System to Automate Business Processes • Leverage the technology of an all-in-one, proven   communication solution to automate business processes      • Contact center-style queuing and routing become essential for        accurate and flexible distribution of multi-step workflow        processes.      • Presence becomes “process presence” indicating availability        for a work assignment to speed processing time.      • Recording becomes an essential part of compliance for        business processes.      • Real-time supervisory monitoring provides visibility into every        step of the work process including supervisory, audit, and        reporting functions.      • VoIP provides complete location-independence, enabling        employees to participate in businesses processes from        anywhere in the world.Innovation • Experience • Value                                       www.inin.com                                                            ©2009 Interactive Intelligence, Inc.
Using the Communications System to Automate Business Processes • IPA is a unique business process automation solution • Compared to traditional BPMS systems:      • IPA avoids the complexity and costly implementation services      • Provides end-customers with ability to automate processes        ongoing      • Integrates with the contact center/enterprise communications        infrastructures • Compared to communications-enabled business process   (CEBP) offerings:      • IPA is not about triggering communication notifications        inserted into a process (the basis of CEBP)      • IPA provides the complete automation of the business        processes and ties to the human interactionsInnovation • Experience • Value                                      www.inin.com                                                           ©2009 Interactive Intelligence, Inc.
Why is UC now so hot?• Unified Communications:     • VoIP and SIP have created a broader significance for       unified communications     • Microsoft’s entry has caused everyone to sit up and take       notice• Unified Communications has been “marketized” to the point  that its meaning is confusing to potential buyersInnovation • Experience • Value                                 www.inin.com                                                      ©2009 Interactive Intelligence, Inc.
Marketers Gone Wild…                                  “XYZ COMPANY delivers                                  headset solutions optimized for                                  Unified Communications and                                  the way people work.                                  “XYZ COMPANY offers corded                                  and wireless solutions                                  optimized for wherever work                                  occurs, whenever needed – in a                                  quiet office, on the road or at                                  home, there is a XYZ COMPANY                                  Unified Communications                                  solution that will ensure your                                  voice is clearly heard.”Innovation • Experience • Value                              www.inin.com                                                   ©2009 Interactive Intelligence, Inc.
What is the Promise of UC? • Improved Productivity and Greater Efficiency    • “I’m in finance and I can more easily contact an      available person on the field sales team” • Siloed Technology that Shows a Good Return • All well and good, but…    • These are soft ROI items    • These deliver only partial returns/potential    • Very difficult to quantify the results and savingsInnovation • Experience • Value                              www.inin.com                                                   ©2009 Interactive Intelligence, Inc.
Using the Communications System to Automate Business Processes • IPA provides the hard ROI that unified communications   offerings have lacked    • Eliminating latency in business processes    • Reducing human error • Examples:    • Reducing the time required to process an insurance      claim from three weeks to one week    • Reducing the amount of time it takes for a sales lead to      be received, logged, qualified, and distributed to a sales      person from 28 business hours to 2 business hoursInnovation • Experience • Value                                 www.inin.com                                                      ©2009 Interactive Intelligence, Inc.
The Industry Sees This Trend“We envision that business processes will be integrated into communications processes so that communications servers actually manage and control the process itself.”    Source: “The Coming Shift from Contact Center Server to Anywhere Enterprise Business Process Controller,” January 2008  “The automation of key business processes is  where enterprises will find the UC ROI they are  looking for.” – Jim Burton, UC StrategiesInnovation • Experience • Value                                                                                                www.inin.com                                                                                                                     ©2009 Interactive Intelligence, Inc.
How is it positioned?Innovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
ININ Business Process Automation Product      INTERACTION PROCESS      AUTOMATION (IPA)Innovation • Experience • Value                            www.inin.com                                                 ©2009 Interactive Intelligence, Inc.
Work Design CenterInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
Creating FormsInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
Laying Out the Process FlowInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
Processes Initiation                                  • New process instances                                    can easily be kicked off                                    by Web pages or                                    applications.                                  • You can allow                                    customers to kick off                                    processes in any way                                    you like (such as when                                    using a voice menu)                                  • Employees can also                                    initiate processes on                                    behalf of customers                                    from within the                                    Interaction Client.Innovation • Experience • Value                           www.inin.com                                                ©2009 Interactive Intelligence, Inc.
Users Work With Your FormsInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
Real-time Supervisory Monitoring• Real-time monitoring of running processes• Drill-down to the details of a particular processInnovation • Experience • Value                                 www.inin.com                                                      ©2009 Interactive Intelligence, Inc.
CBPA Advantages • Employees can participate in work through the same   interface they use to take phone calls • Because it is “communications-based,” the process   management system knows who has which skills, who is   available, and how to reach them. • Greater visibility into key business processes and what it   costs to implement them • HARD ROI, as process times and human errors are   reduced or eliminatedInnovation • Experience • Value                                www.inin.com                                                     ©2009 Interactive Intelligence, Inc.
CBPA: A Different Approach                             Communications-Based                              Process Automation                                                             Bring process                 Enable                                    automation out of           organizations to              Bring proven         the realm of            create not only             contact center         expensive           call flows, e-mail          technologies to       programming            flows, and text                  any                  tools           chat flows…but              “work center”         right into the            “work flows”                                   communications                                                                system                                  Interaction Center Platform®Innovation • Experience • Value                                                 www.inin.com                                                                      ©2009 Interactive Intelligence, Inc.
Summary • Leverage the technology of an all-in-one, proven   communication solution to automate core business   processes • IPA is a unique business process automation solution • IPA provides the hard ROI that unified communications   offerings have lackedInnovation • Experience • Value                             www.inin.com                                                  ©2009 Interactive Intelligence, Inc.
White Paper OfferInnovation • Experience • Value             www.inin.com                                  ©2009 Interactive Intelligence, Inc.
INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVEwww.inin.com                           ©2009 Interactive Intelligence, Inc.

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Communications-Based Process Automation (CBPA)

  • 1. Brilliant! Your Communications SystemAutomating Your Business Processes Tim Passios Director, Solutions Marketing Interactive Intelligence, Inc.Can Your Phone System Really Run YourBusiness?
  • 2. “Horizontal” ProcessesThere are many examples of business processes that occur in anyorganization, regardless of industry: Finance / Sales / Service / IT HR Legal Marketing Support Change of Lead Help Desk New Partner RMA Address Management Change Employee Equipment Campaign Support Management Onboarding Purchase Management Ticket New Collateral Termination Customer Publishing Departmental Expense Proposal Transfer Approval ManagementInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 3. “Vertical” Processes There are also examples of business processes that are specific to a particular industry: Financial Insurance Healthcare Government Services Claims Patient Loan processing PIN Change Access Origination (welfare, social services) Revenue Claims Credit Cycle BMV/DMV Processing FulfillmentInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 4. How are those processes managed today?Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 5. ININ Communications PlatformInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 6. CIC’s Foundation Technology ACD Queuing Real-time Skills-Based Supervision Routing VoIP/SIP Recording PresenceInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 7. Using the Communications System to Automate Business Processes • Leverage the technology of an all-in-one, proven communication solution to automate business processes • Contact center-style queuing and routing become essential for accurate and flexible distribution of multi-step workflow processes. • Presence becomes “process presence” indicating availability for a work assignment to speed processing time. • Recording becomes an essential part of compliance for business processes. • Real-time supervisory monitoring provides visibility into every step of the work process including supervisory, audit, and reporting functions. • VoIP provides complete location-independence, enabling employees to participate in businesses processes from anywhere in the world.Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 8. Using the Communications System to Automate Business Processes • IPA is a unique business process automation solution • Compared to traditional BPMS systems: • IPA avoids the complexity and costly implementation services • Provides end-customers with ability to automate processes ongoing • Integrates with the contact center/enterprise communications infrastructures • Compared to communications-enabled business process (CEBP) offerings: • IPA is not about triggering communication notifications inserted into a process (the basis of CEBP) • IPA provides the complete automation of the business processes and ties to the human interactionsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 9. Why is UC now so hot?• Unified Communications: • VoIP and SIP have created a broader significance for unified communications • Microsoft’s entry has caused everyone to sit up and take notice• Unified Communications has been “marketized” to the point that its meaning is confusing to potential buyersInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 10. Marketers Gone Wild… “XYZ COMPANY delivers headset solutions optimized for Unified Communications and the way people work. “XYZ COMPANY offers corded and wireless solutions optimized for wherever work occurs, whenever needed – in a quiet office, on the road or at home, there is a XYZ COMPANY Unified Communications solution that will ensure your voice is clearly heard.”Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 11. What is the Promise of UC? • Improved Productivity and Greater Efficiency • “I’m in finance and I can more easily contact an available person on the field sales team” • Siloed Technology that Shows a Good Return • All well and good, but… • These are soft ROI items • These deliver only partial returns/potential • Very difficult to quantify the results and savingsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 12. Using the Communications System to Automate Business Processes • IPA provides the hard ROI that unified communications offerings have lacked • Eliminating latency in business processes • Reducing human error • Examples: • Reducing the time required to process an insurance claim from three weeks to one week • Reducing the amount of time it takes for a sales lead to be received, logged, qualified, and distributed to a sales person from 28 business hours to 2 business hoursInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 13. The Industry Sees This Trend“We envision that business processes will be integrated into communications processes so that communications servers actually manage and control the process itself.” Source: “The Coming Shift from Contact Center Server to Anywhere Enterprise Business Process Controller,” January 2008 “The automation of key business processes is where enterprises will find the UC ROI they are looking for.” – Jim Burton, UC StrategiesInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 14. How is it positioned?Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 15. ININ Business Process Automation Product INTERACTION PROCESS AUTOMATION (IPA)Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 16. Work Design CenterInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 17. Creating FormsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 18. Laying Out the Process FlowInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 19. Processes Initiation • New process instances can easily be kicked off by Web pages or applications. • You can allow customers to kick off processes in any way you like (such as when using a voice menu) • Employees can also initiate processes on behalf of customers from within the Interaction Client.Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 20. Users Work With Your FormsInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 21. Real-time Supervisory Monitoring• Real-time monitoring of running processes• Drill-down to the details of a particular processInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 22. CBPA Advantages • Employees can participate in work through the same interface they use to take phone calls • Because it is “communications-based,” the process management system knows who has which skills, who is available, and how to reach them. • Greater visibility into key business processes and what it costs to implement them • HARD ROI, as process times and human errors are reduced or eliminatedInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 23. CBPA: A Different Approach Communications-Based Process Automation Bring process Enable automation out of organizations to Bring proven the realm of create not only contact center expensive call flows, e-mail technologies to programming flows, and text any tools chat flows…but “work center” right into the “work flows” communications system Interaction Center Platform®Innovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 24. Summary • Leverage the technology of an all-in-one, proven communication solution to automate core business processes • IPA is a unique business process automation solution • IPA provides the hard ROI that unified communications offerings have lackedInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 25. White Paper OfferInnovation • Experience • Value www.inin.com ©2009 Interactive Intelligence, Inc.
  • 26. INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVEwww.inin.com ©2009 Interactive Intelligence, Inc.