Communication-enabled business process (CEBP) has been praised as the Holy Grail of unified communications (UC). Why? Because despite the mountains that UC has moved in recent years, many still consider it to be at a rudimentary level. CEBP – a concept that is surfacing closer to the top of business communications – is being touted as the next best thing to completely revolutionize UC in that it takes communication and embeds it into everyday work processes. In other words, it enables seamless communication at any given time – a worker’s dream come true.
What exactly is CEBP?
In layman terms, communication-enabled business process integrates communication capabilities into software-enabled business procedures or applications. This affords communication between applications as well as between applications and humans to better automate business processes, reduce human latency (and, subsequently, boost productivity) and to foster a more native user experience. The end-goal of CEBP is to provide business users with a continuous, high-quality, real-time communication experience among every facet of the business – from customers to suppliers to employees to upper management. The end result is a more cohesive business unit.
CEBP is being driven by one primary – yet relatively simple – factor: users want their communications to be built right into the applications they use.
Smartphone apps are a perfect example of this. Think about how many apps you have on your smart device – the number may be more than you’re willing to admit. Recent data from Portio Research reveals that the number of people using mobile apps worldwide is expected to grow at a CAGR of almost 30 percent – representing a projected 4.4 billion mobile app users by the end of 2017. And if that wasn’t enough, research from eMarketer has shown that the average smartphone owner spends 127 minutes using mobile apps every day.
In this case, CEBP could enable users to see a name in their contact list or in their social network and click to instant message or call them directly from the app or browser they’re using. And this goes far beyond IM and telephone; CECP encompasses every component of unified communications, from video to e-mail to unified messaging. Business managers and executives are increasingly pushing for communications to be built directly into their software applications and workflows. We can’t blame them for wanting this, as it would foster the quickest and most efficient communications experience known to man.
How Does CEBP Work?
CEBP involves a series of application programmable interfaces, or APIs, as well as software development kits, or SDKs, which contain archives of pre-developed code that enable applications to provide advanced UC services like presence, IM, e-mail and social networking. CEBP leverages UC capabilities and services by embedding them into the business process flow. This aims to better seal open gaps and tie loose ends in the business process to improve ROI, boost productivity and create a more dynamic workforce, among many other distinctive competitive advantages.
It’s not hard to imagine all of the business processes and workflows that can be improved by CEBP. This concept isn’t exactly a new one; however, it is undoubtedly an area within UC that is generating a lot of buzz, and it is certainly worth exploration. The unified communications space is ever-widening, and CEBP is just one solid example of just how all-encompassing it is becoming. Check back into Esna’s blog to learn more about CEBP, why the industry has yet to deliver on this hidden communications gem, as well as what the true value of this concept really is.
For more on this topic, continue reading on the next article "What’s the True Value of Communication-enabled Business Process?"