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Communication Enabled Business Process(CEBP)
1. Communications Enabled Business Process(CEBP)Communications Enabled Business Process(CEBP)
PresentedPresented ByBy
FirdaushAnwarFirdaushAnwar
2. Agenda
What is CEBP?
Scenario of CEBP
Building Blocks of CEBP
DNA of CEBP
Integration
Advantages of CEBP
CEBP and Our Business Process
Conclusion
3. What is CEBP?
•
Communications Enabled Business Process (CEBP)- is the
integration of communication capabilities into software enabled
business procedures,application and technologies.
•
CEBP enables communication between applications as well as
between application and human to automate many business
processes.
•
The purpose is to optimize the process,to reduce latency ,for a real
time communication among customer, supplier and employees of
an enterprise
5. Building Blocks of CEBP
Unified Communication
Enable Framework
Unified
Communication
Business
Application
Component
SOA
.Net
IM,IVR,Bots
HR,CRM,HelpDesk
CEBP
7. Instant Messaging Clients by Microsoft
IVR:computer to interact with humans
through the use of voice
Artificial Intelligence:Language
understanding intelligent service (LIUS)
by Microsoft
Unified Communication Component
9. LYNC INTEGRATION
Development is done inside Microsoft Visual Studio
The Microsoft Lync 2010 SDK
The Lync client must be signed in to the computer where the Lync application is running.
Integrate with the Application (WPF,Silverlite.)
10. Advantages
Join meeting from wherever you are
Specialist delivered programs to agents/client
Proofing/sharing documents agent-agent and agent-specialist
Online classes
Communicate with staff within larger offices
No need to add any 3rd
party application like team viewer
11. Interactive Voice Response
Dual-tone multi-frequency signaling (DTMF) is an in-band telecommunication signaling system using the voice-frequency band
over telephone lines between telephone equipment and other communications devices and switching centers
Voice Control: It uses speech recognition technology
ADVANTAGES
It can be the E-Receptionist
We can get information about inventory
Customers can know the status of their tickets.
12. BOTS:LUIS.ai
A bot is a software program that interact with the human to do some automated
task like searching ,giving information.
LUIS is a Language Understanding Intelligent Service, which offers a fast and
effective way of adding language understanding to applications.
Framework: .NET 4.5.2
Template: BOT Application
15. CEBP and Our Business Process
Projects with Helpdesk module/Ticket management System can integrate LYNC so that real
time communication can be done and problems can be fixed by system access with no time.
Proper SLAs or Escalation time can be tracked.
We can add bots to WMS so that we can get the information about stocks and can
alert/trigger the field persons regarding the deliveries.
HR management can get an extra edge by automated information giving capabilities ,
regarding company policies and automated processing of employee information.
18. Conclusion
Communication delays occur in every industry, the key to success lies in
identifying the bottlenecks and getting them re-mediated .
Having unified communications solutions is just not enough in removing
the delays caused due to human latency.
It’s important to have business processes to be integrated with UC to
completely realize the benefits of unified communications solution coupled
with CEBP.