Achieving Agility Through Communication-Enabled Business Processes
|
|
- Lillian Wilkerson
- 8 years ago
- Views:
Transcription
1 Achieving Agility Through Communication-Enabled Business Processes The Agility Angle: Agility is defined as "the ability of an organization to sense environmental change and respond efficiently and effectively to that change." Human communications is at the heart of all three of these functions. Communication-enabled business processes (CEBPs) allow the communication functions to be tightly integrated directly with the systems and applications that the individuals are using. Key Findings Human latency (the time it takes people to respond to events) reduces an enterprise's ability to respond and to be agile. The integration of business processes with CEBP can reduce this latency. Best practices for identifying, designing and deploying CEBP are starting to develop. Currently, the most difficult task is identifying opportunities, because established practices are deeply entrenched, and changing them requires changing behavior. In some cases, it also requires changing the business process itself. The increasingly mobile workforce is a key area in which CEBP can offer improvements. Metrics for measuring the benefits of CEBP are a particular challenge, because communication systems typically can be measured only by low-level operational metrics, but the benefits of CEBP are often best reflected in higher-level business metrics. Deployments of CEBP have been limited and kept simple because of the complexity and cost of integration. As companies shift to an all-internet Protocol (IP) communications environment (such as voice over Internet Protocol [VoIP] and Session Initiation Protocol [SIP]), the barriers will be reduced, and more-advanced applications will emerge. Predictions Through 2010, 80 percent of businesses that have deployed CEBP will obtain significant competitive and revenue differentiation because of it (0.8 probability). Through 2010, 10 percent of the business processes that have been communication-enabled will experience a 50 percent efficiency improvement (0.6 probability). By 2008, leading unified communications solution vendors will incorporate tools designed to enable CEBP (0.8 probability). Recommendations Review current workflow and business processes to identify those that might benefit by being communication-enabled. Evaluate all communications infrastructure in terms of its ability to support CEBP. Develop a software application group that has communications experience. ANALYSIS
2 1.0 What You Need to Know To successfully create an agile enterprise, executives must radically alter how they harness their communications to create more-effective business processes. These changes will result in faster response times, more accurate interactions and better social context for the communications. Below we define CEBP, we review the major drivers and enablers of CEBP; we outline a step-by-step approach to transforming creating CEBP and, finally, we provide some examples. 2.0 What Is CEBP? Traditionally, communications have been managed directly by individuals entirely separately from any business applications they are using. However, in many cases, workflow would be improved by direct integration between the business application and the related communication functions. Gartner defines CEBPs as business systems that are able to directly integrate with communication systems and networks. These are used to support interpersonal and person-to-system interactions. We define two types of CEBPs: 1. CEBPs that are initiated by a person These are communications activities that are initiated manually from a business application by an individual. For instance, an application that shows a problem condition on the screen may also show a list of who is available to solve it and may also allow direct contact of that individual by double-clicking on his or her name. So, in this case, the application has been communication-enabled to speed, simplify and make the communication task more effective. 2. CEBPs that are initiated by an application These are communication activities that are initiated automatically by a business application in response to an external event or change. For instance, when an alarm is triggered, the application can send notifications, and if no response is received within a given time period, escalate the problem. Another example would be an application that automatically schedules a meeting at a convenient time for participants in response to an event. The following are examples of CEBPs. Without CEBP, an assistant at the dentist's office might scan the appointment calendar daily to remind people of their upcoming appointments. The assistant would then manually dial or send reminders to patients. In this case, the communication systems are entirely detached from the business systems, and, thus, are not CEBP. Alternatively, the assistant might have been able to click on the patient's name in the calendar application to dial the phone or send an . In this case it is CEBP, because the calendar system, the phone system and the system are integrated; but note that in this case the automated action is initiated by a person. If the application automatically scanned the calendar each day at 5 p.m. and sent out reminders, then it would be a CEBP that is initiated by an application. In a more-complex scenario, the application might also consider elements such as contact preferences, history of "no shows," or even an individual presence, in determining the best approach to remind people of upcoming appointments. The use of CEBP has historically been limited because of the complexity of integrating applications with communication systems. Those applications that were deployed usually focused on only a single communications channel and basic functionality, such as sending alerts. In addition, until recently, some significant barriers existed: integrating live voice with applications required computer-telephony integration (CTI), and the awareness of presence information (the availability and state) of individuals was
3 extremely limited. For this reason, most CEBP applications focused on and Short Message Service (SMS) integrations and did not use any presence information. 3.0 Major Drivers and Enablers of CEBP The primary drivers of communication change are a) to improve the speed and accuracy of interactions, b) to improve the human quality of the interaction, c) to improve the flexibility of use and integration, and d) to reduce the cost. The improvements in speed and accuracy are directly tied to tangible results. Flexibility benefits relate to integration, mobility and infrastructure reuse and are tied to both tangible and intangible benefits. Human quality improvements are more difficult to quantify but play a critical role in success when personal contact or social context is important for instance, a video call allows more nonverbal social cues than other channels. Cost is often a trade-off for speed, accuracy, flexibility and quality. The recent advances that enable the current generation of change to enterprise communications are the following: Convergence of communications around Internet standards This enables a single network approach (TCP/IP) to be leveraged across all media (for example, VoIP), and these can be integrated with applications using common standards such as SIP. A major result of this is that users and applications can now select, on a case-by-case basis, which channel is optimal for any specific task instant messaging (IM), voice, Web-collaboration, video, and so forth. The move of communication applications to open software platforms This allows easier integration of communications and business applications. Previously, communication applications were on specialized equipment, for instance automatic call distributor (ACD). A major result is that business applications can directly control communications applications. For instance, a conference call with shared data can be triggered in response to an exception incident. The proliferation of wireless communications The adoption of wireless voice and data technology has resulted in demand for "anywhere, any time" communications and an expectation of mobility by users. A major result is that individuals can now immediately respond to events, even if they are in the field or away from their desk. 3.1 A Method for CEBP Identifying and changing how business processes can be communication-enabled is difficult: No two enterprises use the same approach, the technology options are evolving rapidly, the concepts behind CEBP are new, and best practices are not well-defined. However, while working with Gartner clients in early deployments, several common threads are emerging. Below we outline the approaches that appear to be most effective. These processes fit into a classic deployment cycle: identify requirements and needs (CEBP discovery), identify metrics for evaluating success (CEBP metrics), tests and evaluations (CEBP evaluations) and, finally, full deployment. As with most applications, this cycle is then repeated with incremental refinements and expanded deployments. 3.2 CEBP Discovery The initial, and often most difficult, task is identifying which business processes would benefit from being integrated more tightly with communications. This step is called discovery, because it requires a careful
4 review of business tasks, searching for those offering the most potential. Success involves bringing together individuals knowledgeably in different forms of communications with those intimate with the details of dayto-day business operations. Together these individuals can, over the course of a few days, identify the major opportunities. The following three approaches have been used for discovery: Role-based CEBP discovery In this approach the roles of individuals in the enterprise are reviewed and the communication tasks or requirements of these roles are identified. These become candidates for change. The goal is to define a "typical" role and how communications could more effectively be used in that role or job function. Although not all employees may be described by each role, it is important that the role define large groups of individuals. Roles common to many different enterprises include: mobile sales professional, telecommuter, field worker, and managers who perform frequent authorizations away from their office. In each case, these roles may benefit by reviewing the communication dependencies in the tasks that the workers perform and in the applications they use. Process flow CEBP discovery In this approach, the major business processes in the enterprise are reviewed and the communication tasks and dependencies are identified. These become candidates for change. Often, these occur across business areas. For instance, in a hospital, there are often communication requirements between workflows performed by nurses and those performed by housekeeping or laboratory personnel. Task-based CEBP discovery Each process and role has specific tasks to accomplish. Sometimes enterprises can identify common tasks. This, then, makes it easier to offer support to individuals who perform those tasks. Gartner clients have found this approach particularly useful for identifying common patterns of mobility. Each category has a distinct set of information, device and networking needs, as well as support issues and work patterns. Enterprises recognizing categories can better decide when to adopt mobile solutions for each category and how to serve each more costeffectively. Annual cost estimates are based on three-year operational costs. These include hardware, network charges, support, software, security and mobile middleware, and they can then also be applied as needed. Common tasks include urgent alerts, notifications (or messages), formscompletion tasks, data access while away from desk, specialized call routing, approvals while traveling, unexpected conference calls and handling exceptions. 3.3 CEBP Metrics Whenever possible define the needed metrics before initiating a project, these metrics can then be used for before and after deployment evaluation. Measuring CEBPs often requires the definition of new methods because communication activities are measured differently from the way that business processes are measured. In addition, the two domains are usually entirely disconnected. As a result, it is difficult to correlate the two sets of data. Communication systems often offer only operational metrics, such as the number of s sent, number of calls made and average delay before a message is delivered. Business metrics are often collected only in large, end-of-month aggregates, such as revenue totals. Human tasks often go entirely unmeasured, and when they are measured, only weekly or monthly totals are produced. However, to be most useful, communication functions must be tied to the business function and human task that was supported. For example, useful business functions that may be related to communications functions include time to repair, number of and value of contracts sold, or increased customer satisfaction.
5 Methods for measuring CEBP include surveys of users, independent reviews, (stopwatch, self-reporting and so forth), data from established workflow reports, and data from business metrics (such as sales, production or service). CEBP can be particularly effective at reducing the "human latency" involved in accomplishing tasks; however, this metric is difficult to capture and use. When designing CEBP, consider how and where human latency can be measured, as well as how this latency affects underlying business functions. For instance, if CEBP enables an engineer to fix a fault on a production line 30 minutes sooner, the benefit is not just a 30- minute savings of the engineer's time (although that is certainly useful). The more significant value is in restarting the production line, which is likely to prevent a delay amounting to thousands of dollars per hour. 3.4 CEBP Evaluations Although the overall process for developing and evaluating CEBP applications is similar to that used for new software communications applications, several characteristics of CEPB are unique. This is because many CEBP functions support collaborative work, because work habits involving some of the new communication technologies are not clearly defined, and because some individuals and demographics more readily adopt new communication options. Once useful areas for CEBP have been discovered and metrics for evaluating them have been defined, enterprises should plan an extended evaluation and tuning period. This will allow the human factors to be addressed. Additionally, as the options are better understood, individuals will innovate and find new and unexpected ways to adapt the processes, such as those involving mobile communications, such as IM and SMS. Enterprises should expect and encourage this innovation and experimentation, because it often leads to the discovery of additional and improved work processes. 4.0 Examples of CEBP Deployment A simple example of a CEBP is the initiation of an SMS or alert by business activity monitoring (BAM) middleware. Historically, the ability of BAM middleware to communicate with individuals in response to events has been limited, as has its ability to manage communications in real time. As a result, the communication solutions have been very basic and have had a limited ability to respond when an exception must be handled. More-complex solutions are now being deployed that integrate multichannel notification systems with presence information that indicates how the individual can be reached. These solutions also support a personal profile that the individual's preferred contact methods are used, if possible. Rules for handling exceptions and no-response escalations are also defined. Additional information on BAM is described in document reference. Credit card authorization provides a more-complex example. Credit card transactions are authenticated at the same time as the bank processes a merchant authorization request. On receipt of a potential fraudulent purchase, an outbound call is established to the customer, and the process of authentication is automated using speech processing and voice authentication technology. In some cases, presence and communications can be combined with desktop applications to improve speed or to simplify the workflow. For instance, in one group of order processing applications, "smart tags" were used to indicate the presence and availability of individuals listed as having created the work order. When the cursor was placed over an individual's name, the availability of that individual was indicated. So the order-processing clerk could immediately contact someone (by IM, or phone) if he or she had a
6 question processing the order. Work with Gartner clients indicates a multitude of opportunities in most business areas. Any area in which there is human latency because of a lack of communication or unavailable information about an event may present an opportunity. Good places to start are in the following work processes areas: Working with suppliers and partners Look for opportunities in order tracking and processing and in work that must go across or outside of preintegrated data systems. Processes in marketing and sales CEBP implements agility in order approval and processing, event planning and scheduling, locators and, generally, a broad range of sales force automation applications. Work in the development and production areas Tasks such as coordination, production sequence and problem escalation/notification may benefit from CEBP. The service-and-support areas have already been significantly changed by the use of mobile technologies. Mobile devices and applications can also be directly integrated into business process. Areas of opportunity include field-service automation, product delivery, repair, and dispatch scheduling and confirmations. The common thread among the examples is the ability to improve the enterprise's agility though the direct integration of communication functionality with businesses processes. The result is improved ability to sense and respond in a timely and effective way to business requirements. Gartner RAS Core Research Note G , Bern Elliot, Steve Blood, Bob Hafner, 4 April Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.
Discovering the Value of Unified Communications
Research Publication Date: 12 February 2007 ID Number: G00144673 Discovering the Value of Unified Communications Bern Elliot, Steve Cramoysan Unified communications represent a broad range of new solutions
More informationBy 2007, 80 percent of enterprise communications purchase decisions will require support for unified communications (0.6 probability).
Page 1 of 5 Magic Quadrant for Unified Communications, 2005 14 February 2005 Bern Elliot Steve Blood Drew Kraus Source: Gartner Note Number: G00125707 Unified communications technology and applications
More informationUnified Communications MQ Selection Criteria for 2003
Decision Framework, B. Elliot Research Note 22 January 2003 Unified Communications MQ Selection Criteria for 2003 Unified communications enable enterprises to control their communication options, leveraging
More informationBusiness Value Drives VoIP and IP-Telephony Layering
Decision Framework, B. Elliot Research Note 16 July 2003 Business Value Drives VoIP and IP-Telephony Layering Enterprises must view IP telephony and voice over IP projects as functional layers composed
More informationAbility to Execute. What You Need to Know
1 of 10 11/30/2010 1:00 PM 28 July 2010 Bern Elliot, Steve Blood Gartner RAS Core Research Note G00201349 Unified communications offers the ability to improve how individuals, groups and companies interact
More informationOracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015
Oracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationCisco and IBM: Enhancing the Way People Work Through Unified Communications
Cisco and IBM: Enhancing the Way People Work Through Unified Communications WHITEPAPER August 2007 Cisco and IBM Strategic Alliance: Whitepaper Table of Contents Executive Summary... 1 A Winning Approach...
More informationAlcatel-Lucent OmniTouch 8600 My Instant Communicator. Simplifying Enterprise Communications
Alcatel-Lucent OmniTouch 8600 My Instant Communicator Simplifying Enterprise Communications Simplify enterprise communications With the increasing number and variety of communications options available
More informationIP Contact Centers Approach Maturity
Decision Framework, S. Blood, T. Wright Research Note 11 December 2002 IP Contact Centers Approach Maturity Enterprises should evaluate IP-based contact-center applications and next-generation architecture
More informationTransform Invoice Management with a Hybrid of Cloud and On-Premise Software
SAP Brief SAP Business Suite SAP Invoice Management Objectives Transform Invoice Management with a Hybrid of Cloud and On-Premise Software Achieve a higher level of performance Achieve a higher level of
More informationFive Business Drivers of Identity and Access Management
Research Publication Date: 31 October 2003 ID Number: SPA-21-3673 Five Business Drivers of Identity and Access Management Roberta J. Witty The primary reasons to implement IAM solutions are business facilitation,
More informationUse Your Contact Center to Build a Better Customer Experience
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
More informationUnified Communications for Healthcare Delivering positive ROI from improved communication and collaboration
Unified Communications for Healthcare Delivering positive ROI from improved communication and collaboration By Irwin Lazar Vice President Communications Research, Katherine Trost, Research Analyst, Nemertes
More informationAlcatel-Lucent OmniTouch 8600. My Instant Communicator Simplifying enterprise communications
Alcatel-Lucent OmniTouch 8600 My Instant Communicator Simplifying enterprise communications Enterprise communications made easy Enterprise users have more options than ever before in how they communicate
More informationBusiness Activity Monitoring: The Merchant's Tale
Case Studies, D. McCoy Research Note 26 April 2002 Business Activity Monitoring: The Merchant's Tale Vendors are gearing up to deliver BAM installations. Will they be prepared for the organizational dynamics,
More informationUnified Communication and Collaboration
Unified Communication and Collaboration Christine Thews Solution Line Manager Unified Communications February 2008 Copyright Siemens Copyright Enterprise Siemens Communications Enterprise Communications
More informationUnderstanding the Benefits of Unified Communications
Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes
More informationEmbrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy
Research Publication Date: 19 August 2010 ID Number: G00205618 Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Johan Jacobs Customers are insisting on multiple methods to
More informationManagement Update: The Eight Building Blocks of CRM
IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful
More informationCisco Unified CallConnector for Microsoft Windows
for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more
More informationThe Cross-Media Contact Center
Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact
More informationCisco Healthcare Intelligent Contact Center
Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication
More informationAA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries.
CRM Glossary Guide AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries. ABANDON RATE Abandon Rate refers to the percentage of phone
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express
Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
More informationAn Introduction to Unified Communications for Hospitals
An Introduction to Unified Communications for Hospitals Unified Communications is being promoted as an enabler of improved productivity, better internal collaboration, more responsive customer service
More informationIncrease the Efficiency and Value of Healthcare Contact Centers
SAP Brief SAP Customer Relationship Management SAP Business Communications Management Objectives Increase the Efficiency and Value of Healthcare Contact Centers Better patient care through better communication
More informationORACLE ADVANCED INBOUND TELEPHONY
ORACLE ADVANCED INBOUND TELEPHONY KEY FEATURES Oracle Advanced Inbound Telephony is an application that COMPREHENSIVE CTI AND TELEPHONY SUPPORT Support enterprise-wide, multi-site contact centers Support
More informationBeyond converged networks: driving user productivity through unified communications and collaboration.
Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive
More informationAvaya Engagement Development Platform: Taking Applications Development to the Next Level
Avaya Engagement Development Platform: Taking Applications Development to the Next Level Table of Contents What is the Avaya Engagement Development Platform?... 1 Customer Solutions: The heart of the matter...
More informationBusiness Telephone Systems What Options are Right for My Business?
Business Telephone Systems What Options are Right for My Business? A business phone system is the lifeblood of any successful business and whether you are setting up a new office or remote location, or
More informationCisco Unified CallConnector for Microsoft Dynamics CRM
Cisco Unified CallConnector for Microsoft Dynamics CRM Cisco Unified Communications is a complete IP communications system of voice, video, data, and mobility products and applications. It brings together
More informationEconomics of the Cloud: Business Value Assessments
Economics of the Cloud: Business Value Assessments Gartner RAS Core Research Note G00168554, Joseph Feiman, David W. Cearley, 25 September 2009, RA7 042010 This research defines and quantitatively assesses
More informationB2B E-Commerce Solutions Empower Wholesale Distributors
SAP Thought Leadership Paper Wholesale Distribution B2B E-Commerce Solutions Empower Wholesale Distributors Achieve Interaction Excellence with Outstanding Online Experiences and High-Quality Digital Content
More informationIP Centrex and IP Telephony Offer Different Capabilities
Competitive Analysis IP Centrex and IP Telephony Offer Different Capabilities Abstract: As IP Centrex and hosted IP telephony services become more mainstream, organizations must assess which solution is
More informationCity of Des Moines Brings CRM to the Public Sector
Case Studies, W. Janowski Research Note 20 November 2002 City of Des Moines Brings CRM to the Public Sector Implementing customer relationship management in the public sector reflects a unique challenge.
More informationUnified Communications, Diverse Benefits
TECHNOLOGY SOLUTIONS Unified Communications, Diverse Benefits Adopting a unified communications platform increases productivity, reduces costs and improves end-user service. Your staff may sit in cubicles
More informationService Virtualization:
Service Virtualization: Reduce the time and cost to develop and test modern, composite applications Business white paper Table of contents Why you need service virtualization 3 The challenges of composite
More informationCOM-18-7559 J. Holincheck
J. Holincheck Research Note 3 December 2002 Commentary Leveraging HCM Technologies to Control Labor Costs Large human capital management application suite purchases will be few and far between in 2003.
More informationCOM-19-1316 A. White, K. Peterson, B. Lheureux
A. White, K. Peterson, B. Lheureux Research Note 1 February 2003 Commentary New P2P Solutions Will Redefine the B2B Supply Chain As multienterprise business processes evolve on a large scale, application
More informationCRM for Customer Service and Support
CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationSimplifying Contact Center Technology
Simplifying Contact Center Technology Eliminating complexity with a single-vendor on-demand contact center solution An Oracle White Paper August 2006 Simplifying Contact Center Technology EXECUTIVE OVERVIEW
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationPEOPLESOFT HELPDESK FOR HUMAN RESOURCES
PEOPLESOFT HELPDESK FOR HUMAN RESOURCES Today s Human Resource organizations are faced with the challenge of providing rapid and high quality customer service to their workforce while containing or reducing
More informationEnterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.
ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationConnect and Collaborate With Unified Communications
1 Connect and Collaborate With Unified Communications David Schenkel, ADTRAN, david.schenkel@adtran.com Industry Briefings 2 Sunday, 16 January 2011, 13:30 15:00 Location: Nautilus 1 2 Who is ADTRAN? Leading
More informationCLOUD CLIENTS AND VIRTUAL CLIENTS
CLOUD CLIENTS AND VIRTUAL CLIENTS The Transformation of Virtual Desktops Through Mobility and Cloud Computing Over the past three years, the technology we used to know as virtual desktop infrastructure
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationBrochure. HP Qfiniti Workforce. Expedite superior contact center performance with the HP Qfiniti 10 workforce management module
Brochure HP Qfiniti Workforce Expedite superior contact center performance with the HP Qfiniti 10 workforce management module HP Qfiniti s intelligent modular product suite for multichannel contact centers
More informationCONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY
CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL
More informationVistara Lifecycle Management
Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
More informationCRM in the Contact Center and the Emergence of the Unified Agent Desktop
CRM in the Contact Center and the Emergence of the Unified Agent Desktop An excerpt from Datamonitor s recent report, DMTC2207 SUMMARY Publication Date: September 2008 Contact centers face ever-increasing
More informationContact Center Performance Management Software
Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will
More informationMobile technology for your world. 2 way paging
Mobile technology for your world 2 way paging Welcome to PageOne PageOne is the UK s leading mobile technology company. For 25 years, we ve been the pioneers of mobile messaging, providing award-winning
More informationSeven Things to Consider When Developing a Unified Communications Strategy By: Blair Pleasant, COMMFusion
WHITE PAPER Seven Things to Consider When Developing a Unified Communications Strategy By: Blair Pleasant, COMMFusion To boost competitiveness and improve business performance in today s global environment,
More informationCisco Unified CallConnector for Microsoft Windows
Cisco Unified CallConnector for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more
More informationUNIFIED COMMUNICATIONS
DISCOVER UNIFIED COMMUNICATIONS UNIFIED COMMUNICATIONS Collaborate. Communicate. Unify. It s no secret. The smartest companies have discovered a way to converge the resources of their business applications
More informationOrganizations Must Employ Effective Data Security Strategies
Research Publication Date: 30 August 2005 ID Number: G00123639 Organizations Must Employ Effective Data Security Strategies Rich Mogull Organizations can best protect data through a hierarchical data security
More informationDelivering UC Solutions UC Summit
Siemens Enterprise Communications Delivering UC Solutions UC Summit David Leach Unified Communications Consultant Siemens Enterprise Communications 1 2012 Siemens Enterprise Communications, Inc. Business
More informationHow To Create A Help Desk For A System Center System Manager
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
More informationHow Deal Size Matters in IT Infrastructure Outsourcing (Executive Summary) Executive Summary
How Deal Size Matters in IT Infrastructure Outsourcing (Executive Summary) Executive Summary Publication Date: 2 January 2004 Author Bruce M. Caldwell This document has been published to the following
More informationITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists
Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority
More informationUnified Communications
Unified Communications Converge applications and communication channels for superior collaboration and customer care. Office phones, cell phones, voice mail, email, videoconferencing, instant messaging
More informationResearch. Closed loop notification software. Driving productivity and higher service levels while mitigating risk. August 2008 Version 1.00.
Research Closed loop notification software Driving productivity and higher service levels while mitigating risk Author: Steve Craggs August 2008 Version 1.00 Page 2 Table of Contents Executive Summary...
More informationCapturing CEBP Value
1 Capturing CEBP Value Capturing CEBP Value How Unified Communications software delivers Communications Enabled Business Processes (CEBP) to reduce costs and improve results for your enterprise. White
More informationCisco Network Optimization Service
Service Data Sheet Cisco Network Optimization Service Optimize your network for borderless business evolution and innovation using Cisco expertise and leading practices. New Expanded Smart Analytics Offerings
More informationRTEs Must Anticipate New Network Demands
Strategic Planning, W. Clark Research Note 13 March 2003 RTEs Must Anticipate New Network Demands Real-time enterprise requirements will change key characteristics of network traffic as usage patterns
More informationImproving Customer Experience with IVR
Improving Customer Experience with IVR June 2014 Sponsored By: Table of Contents Introduction... 1 Visual IVR... 2 Voice Biometrics... 3 IVR Analytics... 3 Simplified IVR Development Environments... 5
More informationFrustrated with your current NON-unified communications
Frustrated with your current NON-unified communications solution want to know how to transform and innovate your existing investment? Troy Roberts General Manager AUS/NZ CallTime Solutions Opening Question
More informationHow To Communicate With Your Organization From Anywhere
Unified Communications Converge applications and communication channels for superior collaboration and customer care. Office phones, cell phones, voice mail, email, videoconferencing, instant messaging
More informationProactively Managing Servers with Dell KACE and Open Manage Essentials
Proactively Managing Servers with Dell KACE and Open Manage Essentials A Dell Technical White Paper Dell KACE Dell Open Manage Essentials THIS WHITE PAPER IS FOR INFORMATIONAL PURPOSES ONLY, AND MAY CONTAIN
More informationEffectively Managing Communications with Customers During a Service Outage
Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to
More informationBusiness Communications Solutions
Business Communications Solutions Business Communications Goals: Productivity and Efficiency Organizations generally have two goals in pursuing new business communications solutions and services: Increase
More informationCisco Unified Intelligent Contact Management Enterprise 7.2
Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated
More informationHow To Get A Phone Service For Free
1900 Wright Place, Suite 250 Carlsbad, CA 92008 (888) 441-4466 The Future of Phone Systems What features to look for in 2015 2014 Business.com Media, Inc. All Rights Reserved. The Future of Phone Systems:
More informationScripting Healthcare Scheduling Software Demonstrations
Tutorials, M. Duncan Research Note 3 October 2002 Scripting Healthcare Scheduling Software Demonstrations Many healthcare software vendors offer products claiming to handle the enterprisewide scheduling
More informationTelephony Telephony more than just a phone system.
Telephony Telephony more than just a phone system. Telephony En Pointe ECS provides an end-to-end telephony solution based around the latest bleeding edge technology from Cisco Systems the Cisco Hosted
More informationThe Key Basics of Unified Communications
The Key Basics of Unified Communications Blair Pleasant COMMfusion LLC and UCStrategies.com 707-538-4368 bpleasant@commfusion.com www.commfusion.com www.ucstrategies.com What We ll Cover Definitions &
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationNetIQ Chariot and Application Scanner for Application Performance Management
John Inverso Product Report 29 September 2003 NetIQ Chariot and Application Scanner for Application Performance Management Summary NetIQ Chariot tests network equipment by generating application-layer
More informationIP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY
IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact
More informationPeopleSoft HelpDesk. Maximized Operational Efficiency. Usability and Role-Based Access
PeopleSoft HelpDesk An organization s corporate help desk is the lifeline of the company, ensuring the systems and facilities that employees need to do their jobs are running smoothly at all times. The
More informationBusiness white paper. Top ten reasons to automate your IT processes
Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents
More informationSession Initiation Protocol
White Paper Session Initiation Protocol The blueprint for patient-centric mobile communication Including the clinical benefits of SIP integration with nurse call systems as illustrated by Responder 5 In
More informationMoving to the Cloud Eric Tamblyn, VP Global Product Innovations
Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage
More informationCisco Unified Workforce Optimization 1.0 for Unified Contact Center Express
Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
More informationA guide to HP enterprise mobility solutions. Expanding the potential of your business with advanced mobility services
A guide to HP enterprise mobility solutions Expanding the potential of your business with advanced mobility services Going mobile, staying ahead These days, hardworking enterprise IT and technology managers
More informationplantemoran.com Understanding & Applying Unified Communications
plantemoran.com Understanding & Applying Unified Communications Confusion in the Market UC means different things Many products with Unified in the name UC is often sold as a thing you buy Integrated VM
More informationThe History & Future of Unified Communications Introducing Unified Communications
The History & Future of Unified Communications Introducing Unified Communications The worker of the future is virtual. Far from wanting a 100% telecommuting, work from home experience, this new breed of
More informationCA NetQoS Unified Communications Monitor
PRODUCT SHEET: CA NetQoS Unified Communications Monitor CA NetQoS Unified Communications Monitor agility made possible CA NetQoS Unified Communications Monitor is a network-based voice and video monitoring
More informationThe Five Competencies of MRM 'Re-' Defined
Research Publication Date: 14 March 2008 ID Number: G00155835 The Five Competencies of MRM 'Re-' Defined Kimberly Collins This research details the five key competencies of marketing resource management
More informationthe limits of your infrastructure. How to get the most out of virtualization
the limits of your infrastructure. How to get the most out of virtualization Business white paper Table of contents Executive summary...4 The benefits of virtualization?...4 How people and processes add
More informationContact Center TotalCare Enhanced Services
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
More informationOvercoming the Gap Between Business Intelligence and Decision Support
Research Publication Date: 9 April 2009 ID Number: G00165169 Overcoming the Gap Between Business Intelligence and Decision Support Rita L. Sallam, Kurt Schlegel Although the promise of better decision
More informationThe Three Waves of Customer Care
White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care
More informationVolume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.
tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline
More informationContact Center Workforce Management Market Report Reprint Reprinted for:
Contact Center Workforce Management Market Report Reprint Reprinted for: - 1 - DMG Consulting LLC Table of Contents 1. Introduction 1 2. WFM Market Challenges 1 3. Meeting the Challenge of Intra-Day Management
More informationIntroducing the Virtual Room
Cisco IT Article Transforming the Customer Support Experience Introducing the Virtual Room Cisco IT adds Spark to the customer support experience. By David demilo Distinguished Engineer, Cisco IT Cisco
More informationNetwork Application Performance Alignment to IT Best Practices
Network Application Performance Alignment to IT Best Practices This white paper briefly describes best practices, highlights IT best practices and discusses in detail; IT business service management, the
More information