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Unified Communications – Communication Enabled Business Process ( CEBP )

It is time to say that the concept of Unified Communications has been sold to enterprises. Well….almost. Apart from the benefits that accrue out of user level productivity improvements and organization wide collaboration benefits, it is also time to look at how organizational business processes and workflow applicationscan benefit from the investment on the UC infrastructure. This white paper introduces the concept of Communication enabled business process (CEBP) and goes on to describe how business process can integrate with communication infrastructure. This paper also takes up an example of a particular vertical benefiting from CEBP WHITE PAPER Author: Narasinga Rao

Unified Communications – CommunicationEnabled Business Process

Table of Contents
WHAT IS CEBP ? ........................................................................................................ 3 EVOLUTION OF UC INTO CEBP............................................................................. 3 BENEFITS OF CEBP................................................................................................... 4 KEYCHALLENGES FOR CEBP............................................................................... 5 BEST PRACTICES ...................................................................................................... 6 HOW DOES CEBP WORK ? ...................................................................................... 7 CONCLUSION........................................................................................................... 10 ABOUT THE AUTHOR ............................................................................................ 10 ABOUT WIPRO TECHNOLOGIES......................................................................... 10 WIPRO IN CEBP ....................................................................................................... 11 REFERENCES........................................................................................................... 12

© Wipro Technologies

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Unified Communications – Communication Enabled Business Process

WHAT IS CEBP ?
Communication Enabled Business Process – CEBP as it is called, refers to a technology by virtue of which the organizational business process is integrated with thecommunication infrastructure in the enterprise, in order to address the need for agile execution of business process, by minimizing the negative effects of human latency. Some of the examples through which benefits can be had are mentioned below. •

A new employee to an enterprise can be taken through a portal, which integrates with the backend systems updating data/records as he/she moves throughthe process. The system can alert responsible personnel for approvals and actions on their device and mode of presence.

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Notifications can be sent from ERP systems to personnel concerned in a retail environment alerting about certain conditions like stock update, sales blitz, customer visits etc… A patient care portal that aids the complete care needs of a patient by embeddingcommunication elements into the process tying up the healthcare payer, provider, coordinator and the patient himself.

EVOLUTION OF UC INTO CEBP
UC is understood to address 2 levels of benefits – one at a user level and the other at a business process level. The network convergence involves integration of data and voice infrastructures in the enterprises resulting in cost benefits. At the communicationconvergence level, there are interesting converged scenario’s resulting in technologies such as presence, enhancing productivity through “first time reach” realities. Collaboration tools benefit workgroup functioning and bring in corresponding benefits due to remote works being able to address a common goal. At the zenith of UC maturity we have the CEBP itself bringing in benefits at a business...