Communications Enabled Business Processes

Anyone looking into unified communications (UC) today is bound to come across another term: Communications Enabled Business Processes, or CEBP.

While UC brings multiple communication and collaboration tools together, CEBP goes further by integrating UC solutions with your critical business processes and core applications. While UC focuses on making people more efficient, CEBP focuses on making business processes more efficient.

To realize the potential impact of communications-enabling even one business process, think of that one process that causes you the most pain, the one that employees or customers complain about the most. (By the time you finish this sentence, I bet you’ll have at least one in mind.)

In Healthcare, that process might be the lag time between a patient call and patient care. Instead of the old page-and-wait routine, CEBP brings advanced communications features into the “find a physician” process. With presence information about the primary care doctor, an answering service agent can use a click-to-call feature to connect patient and provider in a live voice call, and even bring a specialist into the conference to chart the best course of care.

In Manufacturing, that pain point might be reoccurring problems with quality control. By communications-enabling a shop floor application, when production stops unexpectedly, supervisors are instantly notified across a range of communication channels.  These include  IM and email to phone calls – for fast, on-the-spot problem solving. The incident also triggers an email to engineering to keep them informed about repeat problems that may require design adjustments.

In Retail, think about communications-enabling an inventory application that automatically “pings” store managers to approve an order to avoid empty shelves during the holiday rush.

Use the pain points you’re thinking about now to develop use cases where communications-enabling a specific business process can accelerate that process. Usage scenarios can be a great way to clearly communicate the potential impact to stakeholders and for developing an overall business case for UC and CEBP.

To learn more about CEBP, watch for the next AT&T Unified Communications Newsletter: Extending UC Value to Increase Business Velocity. For help planning your overall UC strategy, see Developing a UC Strategic Plan and Transformation Roadmap.

Got a CEBP story to share?  We’d love to hear from you. Do you have any examples of using CEBP in health care, manufacturing or retail?  How about in other areas?  We’d love to hear from you.  Please leave your comment to share with others.

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