If you’ve already begun incorporating unified communications and collaboration into your organisation, employees have likely realised several benefits from an individual and team level.
These areas are where unified communications and collaboration, or UCC, get some of their quick wins — the ability to get a question quickly answered through unified messaging, for a portion of a department to get a project done quickly through collaboration tools. The next rung on the UCC ladder is where true organisational transformation begins to take shape —Communications Enabled Business Processes, or CEBP. This step on the pathway of unified communications and collaboration helps organisations optimise efficiency for business processes that rely on communications.
How UCC leads to CEBP
Communications Enabled Business Processes can leverage UCC tools to automate processes and reduce human latency. UCC tools such as presence and messaging are incorporated into the business process flow to essentially enable a quicker response and resolution to questions, problems or issues needing attention. Communications Enabled Business Processes can involve both interactions between individuals and interactions between individuals and computer systems. For the latter, unified communications tools can be integrated with systems and applications so that all options are used to get a response to an issue — whether it’s a reminder for the person designated to oversee the task or project or an escalation to someone higher in the business.
How CEBP differs
While Communications Enabled Business Processes cover the same areas as unified communications when it comes to boosting customer satisfaction, speeding up decision-making and reducing sales cycle time, they differ in one key way. To reduce communications latency and help streamline operations, Communications Enabled Business Processes are typically activated by a pre-assigned situation, such as a person failing to sign off on a project by a set date or respond to a business issue.
Companywide knowledge of the unified communications tools you plan to embed in your Communications Enabled Business Processes is essential to ensure a higher success rate. It’s also important to carefully choose the individuals who you’d like to be the “on-call” experts to rapidly respond to customer questions, deadlines or business problems as youevolve along the path of unified communications.
Where are you on your UCC journey?