A Focus on Business Process Automation

Mark J

Updated · May 26, 2010

Interactions '10, Interactive Intelligence's annual user conference pegs business process automation and contact center automation as the two main areas of focus. According to this TMCnet conference report, Interactive Intelligence also launched a new business process automation solution, called Interaction Process Automation (IPA).

“Following this part of the presentation, Interactive Intelligence founder and CEO Don Brown took the stage in his standard T-shirt and blue jeans and provided a brief rundown of the company's highlights for the year, which included the rollout of the newest version of the company's flagship contact center/enterprise communications platform, Customer Interaction Center 3.0. Significant improvements in the platform, Brown explained, include the addition of several new language packs, bringing it to '20-something' languages, total. In addition, voice processing has been moved from the CIC server into the media server, allowing for higher accuracy in speech analytics, among other advantages. The company also introduced numerous new features and capabilities in some of its other products – for example, the company's call recording solution, Interaction Recorder, now includes an ‘Extreme Query' feature that significantly speeds the search of massive volumes of recorded call data.”

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