Communications Enabled Business Processes (CEBP) Optimize business process by reducing the human latency that exists within a process flow. How? By embedding unified communication capabilities into the business process flow

1. 27 JUNE 2013 – Olivier
Mangelschots

3. Evolution of business
communications
CEBP opportunities
Lync integrations
Talk

6. Focus on Lync
customizations

8. Analogue
& digital phones
A hybrid system
with both
analogue, digital
and IP phones.
Toshiba, Aastra, Alcatel,
Shoretel, Avaya
Telephony partner
Telephony partner with
network experience Mix of partners IT infrastructure partner
Software developer
business process exper.
Mix of solutions for:
audio-conferencing,
web meetings,
instant messaging,
voicemail, email.
Adobe Connect /
GoToMeeting
+ Belgacom
(Audio)conference
+ Polycom IP video
People centric
communication &
collaboration.
Federated presence
Microsoft Lync 2013
or
Cisco Jabber + Cisco
WebEx + Cisco Unified
Communications
Manager
Integrate
communications
deeply into your
business processes
and business
software tools.
Visual Studio
+
Lync API
SharePoint
Dynamics CRM
What partner does the customer need?
Next big thing

9. What?
How?
Result?

10. Contract approval process may be
experiencing human latency because
the person assigned to providing an
approval is on vacation or busy
working on something else.

11. * Based on ROI modeling and Published Case Studies
© 2010 M Parker UniComm Consulting, LLC

12. http://go.microsoft.co
m/?linkid=9767940
Optimize Resource Utilization
Accelerate Transaction Completion
Increase Notification Precision
Improve Contact Success
Automate Communication Processes
Speed Information Delivery
Enhance Collaboration Effectiveness

14. Deep integration with everyday tools
Extensible using open & clear APIs
Large community

16. 1. Enhanced Presence
2. Click-2-Call
3. Conversation window ext.
4. Provide context to each other
5. Notifications and Alerts
6. Interactive Outbound
7. Expert Finder
8. Kiosk
9. Web Chat
10. Query-Response Bots
11. Interactive Voice Response (IVR)
“Involve people in
business processes”
“Work better together
between 2 people”
Examples
“People talk to a
machine”

17. Presence of a doctor (healthcare):
Presence of a contact center agent:
Presence of a room:
Presence of a truck:

18. for Time Tracking &
Billing
www.copelandbuhl.com
Benefit
Week View
Day View

19. Provide caller info
Click-2-Call
Benefits

20. Mini-apps embedded
in Lync client
Examples

23. Provide context to each other
Invite people to talk
from business app

24. Fast push-alerts
Example
Benefits
People are getting notified a lot faster
FireLink
Quickly alert everyone in an area
when there is a fire.
http://wm.MS-STUDIOSMEDIA.COM/a10065/o9/events/Lync/en-us/1005128_JASCO_1017_1500k.wmv

25. Crew dispatch system
allows dispatchers to initiate automated outbound calls
to crew cell phones with the click of a button.
Benefits

26. Using skill search and location information
Custom Integration
Benefits

27. Skinning of Lync app http://www.avtex.com/products/avtex-products/video-kiosk

28. Allows professors
to schedule and
deliver live
courses
Benefits
interactive distance learning
experience for students

29. Orbit One Lync Presence & Chat Widget
http://www.orbitone.com/EN/COMPANY/Pages/People.aspx
Benefits

30. Personnel on the field can send instant
messages to an IM Bot and get status and
updates instantly!
Benefits

31. Response Groups Workflows
Customers calls & uses keypad to navigate
Customizations:
Click on Speaker
Icon.
Audio Recording of IVR.

32. 1. Scan operations
2. Identify ‘hot spots’
3. Test

33. CEBP =
Lync UC+CEBP =
Orbit One =

35. Lync Inside Business Applications
http://channel9.msdn.com/Events/TechEd/Europe/2012/EXL312
Communications-enable your applications (API)
http://msdn.microsoft.com/en-us/lync/fp179716
Demo
https://ucwa.lync.com

36. www.orbitone.com