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Avaya Intelligent Communicator Interview with Nick Lippis, CEO of Lippis Enterprises |
In Part I of this two-part interview, IT and communications analyst Nick Lippis predicts a huge wave of productivity sweeping through the global economy as a result of the deployment of Communications Enabled Business Processes (CEBP). He views CEBP as the "third stage" of business's deployment of IP telephony and predicts that its effect on productivity will be as great or even greater than the emergence of global competition in the 1980s or the advent of the Internet in the 1990s. He discusses the types of industries where CEBP might have the most effect and defines CEBP adoption as the "strategic phase" of IP telephony.
How do you define Communication Enabled Business Process (CEBP) and what value does it offer to enterprises and the economy in general?
CEBP injects a level of communications into an organization's workflow and business processes that wasn't there before — with the main goal of extracting as much human and systems delay as possible out of business processes. This speeds up the process of getting work done within an organization.
The value to enterprises is that they will be able to organize better, communicate better with their employees, their suppliers and their partners, and become much more efficient and agile. And to a great degree, they will also become more mobile and more "virtualized" in terms of participants being in diverse workspaces. CEBP is an efficiency engine that is going to work its way through the global economy and attack human and systems delays across the global economy.
Exactly how does CEBP provide these benefits?
It has to do with how long it takes humans to respond to events. It takes some time. On the other hand, systems can respond in microseconds. When an event occurs, a company needs to coordinate and orchestrate communications among many people within its organization.
Systems have an ability to do that in a way that humans can't. For example, it's impossible for one person to organize the communication flow of 100 people in an instant, to have them quickly engaged in a process that allows them to respond to an event in a timely manner.
Can you give us an example?
Unfortunately, many of us have been in a hospital or have had a loved one who has been in a hospital. A nurse comes in to check on a patient and is confronted with an emergency. The nurse doesn't have the skill set to respond to that emergency.
But if you have been to a hospital lately you'll notice that many of the staff walk around with tablet and laptop PCs. In a CEBP scenario the nurse would be able to see the various doctors and other professionals available to respond to that emergency, look at the list, see who is on call, click on a specialist that is on call (because their presence information would be visible on the computer) and click on a name. Then a video session will begin, or perhaps a voice over IP session. At that time the doctor can help the nurse respond to a patient's needs immediately.
It is important to see that it is not only a matter of verbal communication. The doctor can have instant access to a whole range of information for that patient: vital signs, medical history, medications and so on. All of the specifics associated with that person can be made available so that the doctor can respond appropriately to the situation. And the doctor and nurse can also access a group of other professionals that might be needed to help the patient.
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