This document discusses communications-enabled business processes (CEBP) and provides examples. CEBP uses communication systems to optimize business processes by reducing human latency. It is a high growth segment that allows verification of transactions through multiple channels like location services, operator lookup, and voice biometrics. One example is a healthcare process that simplifies patient workflows. Another example is how a security company uses telephone check-in with voice biometrics to automate time and attendance tracking for over 40,000 remote employees.

1. COMMUNICATIONS
ENABLED BUSINESS
PROCESSES
John Amein, VP Product Management, Aspect

2. WHAT IS CEBP?
Use communication systems
to optimize business
processes by reducing the
human latency that exists
within a process flow.
-- Wikipedia
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3. WHY? HIGH GROWTH!
2006 2007 2008 2009 2010 2011 2012
Financial
Crisis
“Hockey Stick”

4. VERIFY TRANSACTIONS
BankConsumer
We
b
?
1. Location?
2. Call Fwd?
3. SIM hacked?
4. Voice Bio?

5. • Patient is a key part of the
business process
• Make it easier for the
patient
SIMPLIFY HEALTHCARE
Acute Myocardial Infarction
Chronic Obstructive Pulmonary Disease
General Inpatient Discharge
Heart Failure
General Orthopedic
Pneumonia
Stroke

6. STREAMLINE WORKFLOWS
Workforce
Scheduler
Supervisor
Agent calling
to change
schedule
TODAY
• Requests queued in
voice mail
• Inefficient use of time

7. STREAMLINE WORKFLOWS
Workforce
Scheduler
Supervisor
Agent calling
to change
schedule
IVR

8. 8
G4S Secure Solutions USA
Telephone CheckIn with Voice Biometrics
Karen Higgins
Director Systems Development & Implementation

9. 9
G4S
World’s Leading International Security Solutions Group
 Located in more than 125 Countries with 657,000 Employees
 “Offering a unique combination of personnel, project management, risk
management, and technology solutions, G4S focuses on advancing the
safety and security of businesses and Governments, ensuring the security
of key assets—people, property, products and reputation.”
 Permanent Manned Security Guards
 Disaster & Emergency Services
 Control Room Monitoring
 Armed Security Guards
 Special Event Security Guards
 RISK360™ Incident & Case
Management
 Security Patrols
 Reception/Concierge Service
 Emergency Medical Technician (EMT)
Services
 Ambassador Service
 Transportation Services
 Secure Trax® Security Management
Software

10. 10
G4S Secure Solutions USA
Business Process Challenge
Automate Time & Attendance
• Over 40,000 Employees across the US
• Located at Remote, Client Owned Sites
• No Access to PC/Web and No Permission to Install G4S Equipment
• Large Spikes of Activity During Peak Shift Change Times
• Very Little Activity Outside of Peak Shifty Change Times
• Maintain a High Confidence Level of Officer Identification

11. 11
G4S Secure Solutions USA
Business Process Solution
Telephone CheckIn with Voice Biometrics – Hosted Platform
• Over 40,000 Employees across the US
• Located at Remote, Client Owned Sites
• No Access to PC/Web and No Permission to Install G4S Equipment
 Clients are agreeable to G4S officers use their telephones
 Can also use Cell Phones
• Large Spikes of Activity During Peak Shift Change Times
• Very Little Activity Outside of Peak Shift Change Times
 Hosted Platform is Scalable and Handles Call Volume Better
 Relieves G4S from Purchasing/Maintaining Infrastructure
• Maintain a High Confidence Level of Officer Identification
 Voice Biometrics along with Identification Numbers

12. IN SUMMARY
• CEBP will continue to be high growth segment
• Mobile devices enables multiple channels
• Consider resources like Location Based
Services, Operator Lookup, and Voice
Biometrics to make your application smarter
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