Recent emerging communications technologies make it possible for businesses of any size to integrate communications with their business processes in order to increase employee productivity, accelerate processes and improve customer care.
“Through tight integration of dispersed communications endpoints for office, mobile and call center employees, integration of communications technologies with business processes enables organizations to successfully complete complicated tasks that involve multiple teams with a shorter turnaround time, resulting in significant improvements in time to contact,” says Monty Ferdowsi, the president of Broadcore.
Such highly efficient processes harness the collective thoughts, creativity and energy of the entire work force and eliminate the delays caused by the time it takes to track down the right people and information.
By automating the communications process based on workflow events, communications-enabled business processes (CEBP) make it easier for the work force to connect, communicate and collaborate with one another, customers and suppliers.
Smart Business spoke with Ferdowsi about how your organization can use CEBP to automate its communications processes.
What exactly are CEBP?
The goal of CEBP is to optimize business processes by reducing the human latency that exists within a process flow. CEBP leverage unified communications capabilities by embedding them into the business process flow. The result is a more efficient, more automated closed-loop process — translating into significant ROI.
CEBP can be applied horizontally across different lines of business and different industries. Virtually every business process is hampered by human latency. Some other use cases that CEBP can be applied to include roadside assistance, stock portfolio alerts, personal information loss, claims processing and inventory management.