Abstract: System for automating a business process, the system comprising at least one processing unit, a data storage unit and a memory unit, the processing unit executing a set of computer-readable instructions implementing a method comprising: receiving data associated with the business process from an agent or by means of a data upload and storing the received data; determining whether a process instance corresponding to the input data has already been run, and, if not, initiating a business process instance; executing the business process instance according to a visual definition specified by the user; determining whether the business process requires a voice communication with a customer and, if so, initiating a voice communication connection between an agent and the customer; and determining whether the business process requires a message to be sent to the customer and, if so, automatically generating the message and sending the generated message to the customer.