Real-World Examples Of Gartner’s "Communication-Enabled Business Processes"

Ever since the invention of unified communications and the appearance of technology-driven products for Voice-over-IP (VoIP) or instant messaging, vendors and analysts have been struggling with rather abstract business cases as well as vague Return on Investment and productivity increase calculations.

In January 2008, Gartner’s vice president Bern Elliot first coined the term “Communication-Enabled Business Processes” (CEBP) in his article “Understanding the value of unified comms”. The core idea of CEBPs is true embedding of communications into business processes, which requires automation of application-to-person communication.

In an effort to achieve higher business continuity enterprises were already looking into products and services for automating business-critical alert and notification workflows. Such products are today based on unified communications and represent a truly beneficial application case. Alert and notification workflow solutions combine multi-modal communication with presence, user preference and availability information in order to rapidly, automatically and reliably alert and notify service technicians, managers and users in the event of a critical situation occurring.

The alert process is directly initiated from a business process, for instance an IT application, and without human intervention. A product like Derdack’s message master® Enterprise Alert thus offers a variety of Application Programming Interfaces (APIs) for seamless integration with IT, manufacturing and production management, CRM and other enterprise systems.

Hence, automated alert and notification solutions belong to the early real-world implementations of Gartner’s CEBP concept and realize benefits from unified communications. As they have direct impact on business continuity, disaster prevention and mean-time-to-repair their return-on-investment can be calculated more easily and a better business case made for investment.

Ever since the invention of unified communications and the appearance of technology-driven products for Voice-over-IP (VoIP) or instant messaging, vendors and analysts have been struggling with rather abstract business cases as well as vague Return on Investment and productivity increase calculations.

In January 2008, Gartner’s vice president Bern Elliot first coined the term “Communication-Enabled Business Processes” (CEBP) in his article “Understanding the value of unified comms”. The core idea of CEBPs is true embedding of communications into business processes, which requires automation of application-to-person communication.

In an effort to achieve higher business continuity enterprises were already looking into products and services for automating business-critical alert and notification workflows.

Such products are today based on unified communications and represent a truly beneficial application case. Alert and notification workflow solutions combine multi-modal communication with presence, user preference and availability information in order to rapidly, automatically and reliably alert and notify service technicians, managers and users in the event of a critical situation occurring.

The alert process is directly initiated from a business process, for instance an IT application, and without human intervention. Some products offer a variety of Application Programming Interfaces (APIs) for seamless integration with IT, manufacturing and production management, CRM and other enterprise systems.

Hence, automated alert and notification solutions belong to the early real-world implementations of Gartner’s CEBP concept and realize benefits from unified communications. As they have direct impact on business continuity, disaster prevention and mean-time-to-repair their return-on-investment can be calculated more easily and a better business case made for investment.