Many organizations today have dispersed workforces, including corporate headquarters, branch offices and mobile employees. The challenge has been to maintain cohesion and keep the entire workforce on the same page in order to optimize business processes.
Human involvement in these processes tends to result in latency, slower decision-making and lost productivity. While unified communications (UC) has brought together various forms of communication to the same interface, organizations need to knock down the silos surrounding UC and business applications in order to optimize communications.
Communication-enabled business processes (CEBP) achieves this goal by integrating communications tools with business applications and workflows. CEBP brings application data into the UC interface and allows that data to be transferred and shared with other applications and users. This reduces latency and enables seamless, real-time communication.
CEBP uses application programmable interfaces (APIs) and software development kits (SDKs)that make it possible for UC services such as voice, video, email, SMS text, instant messaging, social networking and presence to be embedded in applications and processes. Instead of wasting time jumping between disparate applications and the UC interface, users have everything they need on a single platform.
CEBP delivers business value in a number of ways:
- Increased productivity. As manual involvement in business processes is reduced, the latency that saps productivity is reduced. This enables faster, more effective collaboration between employees, customers, partners and suppliers.
- Greater agility. By integrating UC with applications and workflows, organizations can respond more quickly to market conditions and modify processes as priorities change.
- Simple scalability. Communications services can be easily expanded to meet increased demand.
- Faster ROI. CEBP can be implemented in a matter of hours so organizations can quickly achieve ROI and extract more value from their existing communications infrastructure as resources are better utilized.
ShoreTel supports open standards, including open APIs, so organizations have the flexibility to integrate business communications systems with virtually any business application. In addition to bringing UC capabilities to popular business applications such as Salesforce, Microsoft Dynamics CRM and NetSuite CRM, ShoreTel can integrate UC services with applications that have been designed or customized specifically for your business.
IPC Technologies offers a comprehensive suite of solutions and services that enable organizations to take full advantage of CEBP. Let us show you how ShoreTel can improve the quality and speed of collaboration by integrating UC with business applications and processes.