Business Process Automation

Business Process Automation

Processes are what make organizations tick. Some processes are horizontal (apply to all-types of organizations) and some are vertical (industry‐specific) in nature.

In most cases, how well an organization implements and executes its key business processes play a huge role in determining its overall success. While various types of process automation and management solutions have been around for years, they’ve all had three strikes against them – they’re complex, expensive, and they don’t do a good job of involving people.

Even more than the complexity and the expense, current solutions often sidestep the integration of people into the process, as they are not connected to the organization’s communications systems. At best, they overload your people with e‐mail, instead of getting to the heart of how the entire business process, people and interactions included, could be optimized for efficiency, end to end.

A new approach to Business Process Automation

Introducing Communications‐Based Process Automation (CBPA) – solutions that focus on the automation of the process AND the communications that drive them. It proposes that we use communications technologies and practices that have been proven over decades in contact centers as the foundation for process automation:

  • Intelligent queuing and routing – The technology used to queue calls for delivery to the right agent with the right skills in the contact center can also provide the orderly prioritization and delivery of work to the right people in the organization.
  • Presence – A communications‐based process automation solution can make use of presence information when it decides how to deliver work based on a person’s availability.
  • WFM – Demand forecasting and agent scheduling techniques that allow contact centers to make sure that they have sufficient personnel to handle the expected load.
  • Recording – Capturing the communication method used between a customer and an agent (calls, chats, emails and faxes) becomes even more valuable when recording and reviewing communications between parties within a business process, especially for guideline adherence and compliance.
  • Real‐time monitoring – Contact center supervisors demand real-time visibility to monitor agent performance and ensure service levels are met. These same capabilities provide managers and executive’s real-time visibility into every step of the work process, including statistics and alerts to errors and delays, and the ability to “coach” employees through processes as needed.
  • VoIP – provides complete location-independence, enabling employees to participate in businesses processes from anywhere in the world.

Key benefits

Interaction Process Automation provides a unique and cost-effective solution for process automation and management. IPA’s unique unified architecture and features allow your business to:

  • Decrease the cost of a given process
  • Increase organizational efficiency
  • Reduce the amount of time required to complete a process
  • Eliminate latency in processes
  • Minimize human error

Interaction Process Automation(IPA)

Interaction Process Automation (IPA) restores control over your business processes and creates visibility into your operations as it automates. IPA keeps track of work, progress, people, skills, qualifications, availability, and resources. IPA optimizes processes by automatically prioritizing and routing work to the best qualified and available worker – regardless of location – for timely completion. IPA knows who and where those people are and delivers the work to them. Say goodbye to delays and chaos and hello to efficiency and manageability.

Interaction Process Automation – More than just Communications-Enabled

Interaction Process Automation (IPA), the CBPA solution from Interactive Intelligence, moves beyond just “enabling” communications within applications or business process management suites. IPA becomes the process automation platform for the company, orchestrating processes across people, departments, and your existing core business applications. Because it was built on top of the Customer Interaction Center (CIC), it leverages proven communications technology that has been in use for years in contact centers around the world. IPA is designed to reduce costs and provide a quantifiable return on Investment for Unified Communications by automating processes that are far more efficient than their manual counterparts, enabling companies to accomplish more with fewer required resources.

The Hard ROI Benefits of CBPA

After thinking through the capabilities that can be provided by our CBPA solution, the benefits become quite clear.

  • Reduced Cost –Organizations can cut costs by decreasing the number of employees and the amount of time involved in a given business process while eliminating latency and human error.
  • Faster Process Completion – Process automation built upon a communications platform automatically keeps processes moving, participants communicating and work completing faster.
  • Process automation enterprise wide – Unlike traditional business process automation and management solutions that only tackle one portion of your company’s overall process automation needs, our CBPA solution can be deployed enterprise wide for simple processes (time off requests, approvals, information gathering, etc.) or more complex processes (claims processing, order fulfillment, patient scheduling, etc.).

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Our product suite allows your organization to create, manage, distribute, and deliver business-critical content enterprise-wide. From content management, to workflow processing, to work management, and reporting tools, we have a focus on the insurance industry and the business process as a whole.
Instant access to folder contents and information is available through both a desktop application and a web-based application, allowing agents and other outside users to view documents from the field or the office. The applications are interchangeable, allowing organizations to decide which solution is the best fit for their company and users.
AcroSoft Documents is our client-server document management component that provides a comprehensive view of various electronic file formats in a user defined virtual cabinet. Users can manipulate and manage document and folder views using an assortment of features and functions accessible from the application. Stand-alone, working in tandem with other systems, or seamlessly interfaced into a processing application, our document management solution provides the perfect complement to data and business processing.
AcroSoft AnyWhere-Documents is our web-based document management solution. AcroSoft AnyWhere offers many of the same functions as AcroSoft Documents, including the ability to organize files, upload documents, annotate images, view multiple file types, and overall security—all from within a web-based interface. With the ability to secure features and particular folders, companies no longer have to worry about information getting into the wrong hands. Your company and clients are protected, while still allowing access to those who need it – when they need it, where they need it.
We offer a variety of workflow solutions to meet the needs of your company. Our rules-based workflow engine is easily customizable, and requires no technical expertise or coding to update.
AcroSoft WorkFlow utilizes rules-based processes that determine where notifications should be sent at any given time during the business processing cycle. Extended capabilities within workflow include the ability to terminate and re-initiate workflow, suspend the process for a period of time, return to a previous step in the workflow and to push to another workflow process as needed. With automated workflows workflow history is saved and can be mined using a variety of tools including AcroSoft Dashboard.
AcroSoft AnyWhere WorkQueue is our latest web-based product that creates online inboxes for users to access, linking all users together in a single automated workflow process. Outside users such as agents and clients are able to login and access assigned work, as well as progress workflow processes, allowing workflow process to be used for both internal and external users. All processes are tracked, so work is not lost in between mailings or faxes.
AcroSoft WorkManagement allows users to be proactive with activity related to documents and folders as well as processes and applications outside the AcroSoft suite of products. The ability to set diaries or future reminders is a core piece of WorkManagement. Activities added via WorkManagement may be standardized or ad-hoc defined with the ability to set priorities on the items. Filters allow users to search for and review task that are due and those scheduled. In addition, this application is open to receive tasks and statuses from other applications, setting it up to become a comprehensive single-source application for managing work enterprise wide.

Intake Options

With AcroSoft ScanPlus, batch scanning functionality is improved by the use of bar coded separator pages and enhanced document editing features. Even non-batch related processes are greatly enhanced due to a wide-range of image clean-up features, time-stamping, and page manipulation options. Scanned documents can be automatically indexed and pushed directly into an automated workflow process, resulting in the immediate placement of work into the hands of your claims reps, underwriters, and other employees.
FolderMonitor process provides an easily configured interface between a process, such as a network-copier scanner, and the AcroSoft document management system. For example: documents scanned via a network-copier scanner are saved to a particular network folder directory. The FolderMonitor process will monitor contents of this folder and automatically import the documents into the AcroSoft system where they are then indexed to the appropriate AcroSoft folder.
AcroSoft EmailMonitor allows for the monitoring of selected email boxes, and the automatic import of emails and attachments into the document management application. When emails come in with certain criteria (Policy, Claim #, or any other identifier) the email and contents can be indexed into the document management component and delivered to the appropriate Workflow, Folder or Work Queue list.
FaxMonitor provides an interface to an existing Fax Server, and includes the ability to monitor incoming fax queues (from the fax server) and can import faxes based on fax number.


Our system includes a series of reports that provide a client the ability to access and extract information from the content management system. They serve as a foundation to create additional reports with a client’s unique twist. These reports take advantage of folder and document data captured within the AcroSoft system, details of items in mid-workflow and completed workflow items, and reminder and diary item details. For workflow and productivity reporting, this includes the types of transactions, through-put information, user ID of the person who processed a transaction at a particular step, re-assignment of transactions, as well as the time a transaction may have been suspended for further activity. Additionally, other data, such as a user’s security profile or data from other sources, such as an administration system, may be combined to produce comprehensive reports.
AcroSoft DashBoard is a browser-based reporting tool that can graphically represent data from a variety of sources including third party sources like policy or claim administration systems. Reports may be visualized based on the client’s preference, and may also be done via any other report rendering application such as Crystal Reports, SQL Server Reporting Services or other ODBC compliant reporting tool.

Random database queries can also be executed for immediate “need to know” situations. Data resulting from random queries can be exported to an Excel spreadsheet or other system application.

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