Communications Enabled Business Process(CEBP)Communications Enabled Business Process(CEBP) Presented Presented By By Firdaush AnwarFirdaush Anwar

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

Building Blocks of CEBP

Unified CommunicationEnable Framework

Unified Communication

Business Application Component

SOA.Net

IM,IVR,Bots

HR,CRM,HelpDeskCEBP

The Business Application Component

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

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.)

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

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.

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

BOTS

Impact of CEBP on Business

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.

What's The Plan??

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.

QUESTIONS?

Claudine O'Sullivan

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