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Communication Enabled Business Process(CEBP)
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Transcript of Communication Enabled Business Process(CEBP)
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Communications Enabled Business Process(CEBP)Communications Enabled Business Process(CEBP) Presented Presented By By Firdaush AnwarFirdaush Anwar
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Agenda
What is CEBP? Scenario of CEBP Building Blocks of CEBP DNA of CEBP Integration Advantages of CEBP CEBP and Our Business Process Conclusion
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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
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Scenario with out CEBP
Scenario with CEBP
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Building Blocks of CEBP
Unified CommunicationEnable Framework
Unified Communication
Business Application Component
SOA.Net
IM,IVR,Bots
HR,CRM,HelpDeskCEBP
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The Business Application Component
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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
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DNA of CEBP
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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.)
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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
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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.
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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
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BOTS
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Impact of CEBP on Business
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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.
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What's The Plan??
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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.
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QUESTIONS?
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Claudine O'Sullivan
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