In the last few years, communications systems have become much more than just secondary support for the day-to-day activities of a business. Not only are they more than just voice-based, but they are also an essential part of the overall business strategy, creating opportunities for significant improvements in efficiency, productivity, and cost-effectiveness. Integrating communications correctly into the business process provides a competitive edge that can be a real game changer for any business.
Integrating communications systems with business applications to create new value is called communication-enabled business processes (CEBP). CEBP essentially accelerates collaboration and decision-making by connecting people through their everyday business applications.
While CEBP is potentially valuable to everyone within an organization, it is important to identify where it will be most valuable. Avaya helps identify these “sweet spots” by suggesting five key considerations:
1. Improve and Expedite Business Processes:
Find the business processes that can be improved by expediting contact with a subject matter expert. Example: a brokerage sets up a system enabling employees to send an instant message to a tax specialist to get an immediate response while on the phone with customers who have tax questions.
2. Maximize Benefits with High Transactional Volume:
Focus on processes that happen often, in high volume, or for long periods of time.
3. Automate Communications to Ease Process Breakdown:
Identify processes that are often delayed, or even broken down, by human latency. Example: a factory sets up automatic reminders to order parts so that production doesn’t stall.
4. Impact the Bottom Line and Customer Satisfaction:
Examine processes directly affecting customers and their emotions, which will always impact the bottom line. Example: a hospital integrates a system for promptly contacting the appropriate physician in case of a patient emergency.
5. Improve Communications:
Look for communications processes – often a part of customer service – with a high failure rate. Example: a call center implements a call-back feature because waiting times are often long and customers hang up in frustration.
Once the processes that will benefit most from CEBP are identified, you need a strategy for implementation. Avaya recommends a broad approach – a four-fold strategy building on sustained product and services investment. Additionally, consider leveraging Avaya Agile Communication EnvironmentTM (ACE) software with an Avaya AuraTM environment to create an open framework for developers to work in their preferred environments and to integrate with other infrastructures – facilitating targeted, comprehensive solutions.
For more information on how Avaya can help an organization gain competitive advantage by integrating business processes with existing communications systems. Go to www.stlcom.com or www.avaya.com to learn more.
