Interactive Intelligence To Brings It’s Communications-based Business Process Automation Solution to Middle East

Interactive Intelligence will be demonstrating its revolutionary communications-based process automation product, Interaction Process Automation ™ (IPA) at MEFTEC 2010, the the world’s premier financial technology event for emerging markets that takes place between 20-21 April 2010 in Bahrain. In addition, the company will also be displaying its award winning Customer Interaction Center® (CIC) product suite, an all-in-one application suite that manages all contact center interactions on one platform architected for SIP and voice over IP (VoIP).

Mr. Shaheen Haque, Territory Manager, Turkey and Middle East for Interactive Intelligence Middle East comments, “MEFTEC  offers a great venue for our company to showcase our products and solutions to the Middle East financial sector. The financial markets today are focused on customer service, promoting new products/services, collecting debt and ultimately ensuring profit growth. Interactive Intelligence has the perfect solution to increase efficiencies, reduce customer churn and automate processes to ensure financial organizations achieve their short and long term objectives. We have a very large and prestigious base of clients in banking, insurance and financial services worldwide who use our technology and we would like to expand this base to the Middle East as well”. 

“Last year was our first presence at MEFTEC with United Technology, a Bahraini based communications and services company, but this year we decided to exhibit independently as a sign of our commitment to the market and in line with our growth plans. We look to further expose our name and capabilities and exchange information with end users and ICT consultants. Through these discussions we hope to gain a greater understanding of how Interactive Intelligence can service clients based on a customized approach to the region’s specific needs”.

Customer Interaction Center® (CIC) is a powerful application for managing phone calls, web chats, faxes and email, for all business users, agents and, supervisors. Workforce performance and customer service reach the highest levels with features that bridge the gap between location and technology, allowing companies to take advantage of every aspect of unified communications and interaction management. 

Interaction Process Automation™ (IPA), the all-in-one Communications Based Process Automation (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 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. It is a fully packaged solution, complete with a graphical authoring tool, service-oriented architecture, an orchestration engine for process management, a presentation framework to create user interfaces, real-time monitoring, and reporting. It uses key components of a unified communications platform – functions such as queuing, presence, and real-time monitoring – to capture, prioritize, route, escalate and track every step of a business process from start to finish. 

Interactive Intelligence has more than 3,500 customers worldwide. The company is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company and is among Fortune Small Business magazine’s top 100 fastest growing companies. It is also positioned in the leaders’ quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report.

Interactive Intelligence can be found at Booth E306 at MEFTEC which takes place at The Bahrain International Exhibition & Convention Centre (BIECC) on 20-21 April 2010.


Another company with a hook into BPM in a way, and like the recent Software AG announcement with it’s webMethods Communicate, ININ seems they’re more mature with their unified comms solution. One to watch out for I reckon.


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