Avaya has been on a mission to help organizations leverage Intelligent Communications to transform business operations and achieve distinctive business results. Until now, some of the more advanced Intelligent Communications solutions have required turnkey development projects and necessitated significant experience and expertise to deploy them. Avaya is now taking another step forward to deliver and simplify Intelligent Communications with the launch of powerful yet uncomplicated solutions from our new portfolio of Avaya Communications Enabled Business Processes (CEBP).
The new Avaya Communications Process Manager is a key component of the new Avaya CEBP portfolio and is now available for the US market. This product will also be available by mid year 2007 in both the UK and India markets with other global markets to follow. We truly believe that solutions based on this technology and services portfolio have the potential to transform the way a business operates by opening the door to higher business productivity through communications enabling many typical business processes. Today the measurement of productivity gains and continuous improvement of automated steps of business process have been key tenets of contemporary process improvement and we truly believe that CEBP solutions have the capability to raise process improvement levels significantly and in very measurable ways.
Until now, "plugging" humans into a business communications process flow has been limited to email and screen pops, but Avaya Communications Process Manager provides a significant next step forward to effectively weave real-time communications capabilities into business process execution with a specific emphasis on minimizing delays in human-centric operations. Those business leaders who are interested in deploying this solution may contact Avaya CEBP experts for more details; also more information about this newsworthy CEBP communications application solution can be found at the Avaya.com web site.
The concept of CEBP is significantly different when compared to the relatively well known concept of communications enhanced applications, like being able to dial a phone number from within an application or web browser. Understanding the key dimensions of CEBP is critical to understanding how they can transform your organization, so let's further examine CEBP specifically:
CEBP Defined and Simplified
CEBP = real time communications + closed loop interaction within business processes
CEBP solutions by definition, remove business process latencies using real time communications to close the loop on key events that require human interaction or decision making intervention.
Prior to CEBP, a business process that encountered a problem typically stopped and waited for a human to do something in a mostly reactive manner. Often a trigger email about such a problem would be sent to a mailbox in hopes that someone might take the appropriate responsive action.
With an Avaya CEBP solution, the system solution can now be automated to take multiple proactive steps to solve the problem while leveraging real time communications. An email may still be sent automatically, but additional actions including calls to phones and cell phones, SMS, and even conference calls will be triggered proactively until the problem is resolved.
We call this CEBP solution phase "closed loop" interaction within the business process. Valuable time and money is saved via CEBP "closed loop" interaction by ensuring responsive actions continue to occur that will resolve the issue and then return the business process to normal actions.
The tactic for deployment actions that Avaya is taking with its CEBP solution offerings is focused on enhancing existing processes with real-time communications and with a phased redesign approach rather than requiring a complex or major process re-engineering effort.
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