Communications Enabled Business Processes are the Real Benefit of UC
Wednesday, November 26, 2008 at 09:21AM Communications-Enabled Business Processes, or CEBP, is one of the hot buzzwords in enterprise communications. Many people see CEBP as the future of communications technology, something that may be attained years from now. But, in fact, you have CEBP in your enterprise now if you have a PBX or Office Communication Server.
In this first webinar we discussed CEBP as well as highlighted one application that our developers at etcDevCorp are working on - tying OCS into client matter billing. Instead of manually recording how long you were on the phone this will automatically track the time and put this figure into your time and billing application.
The Enabling solution is an Outlook Add-in application that brings Office Communicator enhanced features to professional users that require Time and Account tracking.
Incoming Communicator interactions will do a look up in the users Contacts or other 3rd party directory and attempt to match the user. We then “POP” a relevant custom Client Matter screen and start tracking the call details.
Outgoing Communicator interactions can also be assigned Client Matter information and the call data tracked.
All the call data will be stored to a CDR database and will be exported to 3rd Party apps for reporting.
In addition we will be extending this to provide custom business process automation based on the new UC paradigm.
Business processes come to a halt when the decision maker is not available. For example: the average insurance claim takes 30 days to resolve. The actual process takes 24 minutes! If we could even shave off half of the time to, say: 15 days, wouldn't that be interesting?
To view the webinar click below: (Scroll down to recorded webinars - past case studies and white papers)
http://www.enablingtechcorp.com/News/Resources/CaseStudiesPDFs/tabid/188/Default.aspx
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Reader Comments (2)
With CEBP, business processes are further automated so they can detect events that require human participation, and then respond by tracking down the appropriate decision makers. CEBP uses every available communication channel to connect people quickly and easily, providing relevant information and options for collaborating on the fly and capturing decisions. True CEBP solutions take in real-time data and then move processes to the appropriate next steps.
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