Communications enablement to drive organizational efficiency: study

by CXOtoday News Desk    Feb 14, 2013

communication

Communications-enabled business process (CEBP) can help an enterprise improve organizational efficiency, which in turn can help them create a competitive edge, according to Ovum. In a recent report, the global analyst firm reveals that CEBP can offer many benefits to the business process such as more efficient resource utilization, faster time-to-value, and more effective collaboration, both within and between enterprises.

“The rapid proliferation of mobility solutions is creating complex integration issues that need new solutions. Lightweight mobile middleware is gaining ground as a suitable approach for integration of mobility solutions with enterprise IT systems and business process,” explains Saurabh Sharma, senior analyst at Ovum and author of the report. In this context, mobility can also drive the demand for CEBP development, as it can enable person-to-person interaction, as well as interaction between processes and applications.”

Many CEBP development platforms are highly proprietary and do not provide all the necessary tools and interfaces to ease the complexity of communications and business process integration and needs to be highly customized as per the needs of the business process.

“CEBP development should not be approached as a one-off project. Instead, organizations should develop a strategy and roadmap, and prioritize business processes for communications enablement based on their business value,” says Sharma. He believes that organizations should focus on leveraging existing integration architecture for the development of CEBPs. In order to enable integration between disparate applications, service-oriented architecture (SOA) and event-driven architecture (EDA) are architectural prerequisites for CEBPs.”

CEBP development platforms offered by different UCC vendors vary in terms of approach to communications enablement of business processes and applications, says Ovum. UCC vendors such as Avaya and Alcatel-Lucent are offering open standards based APIs and SDKs for the development of CEBPs. Other vendors such as IBM and Microsoft are using their UCC suites to add communications functionality to business processes and applications. A few vendors such as IBM and Software AG facilitate communications and business process integration via their business process management (BPM) suites. Then there are CEBP solutions that cater for specific requirements such as interactive voice response (IVR), automated call distribution (ACD), closed-loop notification services, and workload management.

“Interoperability and integration remain a major barrier to CEBP adoption as only a few CEBP development platforms support a wide range of open standards and protocols such as session initiation protocol (SIP), voice extensible markup language (VoiceXML), asynchronous JavaScript and XML (Ajax), web services description language (WSDL), and extensible messaging and presence protocol (XMPP),” concludes Sharma.