Seamless Communication Channels, Convergence Technologies, & Managing Critical Information Flows discusses managing communications through siloed applications, providing seamless interaction across digital messaging channels, and solving "The Last Mile" by targeting end users through their preferred channels. It also covers managing critical communications by ensuring the right people have access to the right information when needed and escalating over multiple channels with real-time visibility and automated workflows to minimize incident impact.

1. Seamless Communication Channels, Convergence
Technologies, & Managing Critical Information Flows
Presented by Gareth Davies, Boomerang Messaging

2. “The ability to transition through an
open communication channel in real
time”

4. Is there a better solution?

5. Match multiple inbound and outbound
messages, regardless of quantity and
order
Automation across all digital messaging
channels
Extension of business systems with GSM
handsets
Intelligent 2-way messaging

6. SEAMLESS INTERACTION

7. PROBLEM
Managing communications through
siloed applications

8. Support request raised by customer
Communications sent out by SMS from CRM application to
organise appointment
ERP application polling for appointment information
When received, triggers workflow to engineers requesting
availability
Engineer response captured, customer notified
Example of communications from siloed
applications converged through a single
gateway

9. The Last Mile

10. Target end users by their preferred
communication channel
Provide choice and increase user reach and
engagement
Escalate to other communication channels if
necessary
How do we solve The Last
Mile?

11. Managing Critical
Communications

12. “admin heavy, communications light”

13. Ensure the right person has access to the
right information exactly when they need it
Escalate critical communications over
multiple channels
Manage by exception
Provide real-time visibility into the status
of an incident

14. If no response,
call out is
escalated from
email to SMS
Service Disruption Scenario
Call Out to Engineers
Notification of incident to IT
Management
Notification of incident to
End users
Email call out sent to
team of engineers
Stage 1

15. Report sent to
IT management to notify
which engineer has
claimed job
Job claimed by Engineer
IT Management acknowledge
First engineer to
respond claims job
Auto-reply sent to
additional engineers
that respond, notifying
job has been claimed
Auto-reply sent to engineer
confirming he has job
Where response does not
match expected value,
auto-reply requests another
response
Stage 2

16. Engineers receives job
details, attends job, and
confirms when
maintenance is completed
Engineer Completes Job
Request IT Management. Confirm Maintenance
Message to IT management
requesting confirmation that
service has been restored
Auto-reply sent to
engineer, thanking him
for completing job
Stage 3

17. Auto-reply to
IT Management thanking
them for completing the job
Report to all groups
END
Message broadcast to End users
over SMS, Voice and Email to
notify service is restored
IT Confirm and Notify End Users
Completion Blast to End Users Stage 4
IT Management check
application and
respond to confirm
service is restored

18. Real-time data distributed to relevant
stakeholders
Engineer responses drive automated
workflow
Full audit trail & reporting
Minimise negative impact of incident

19. Allow an organisation to automate
business processes
Digital communications offer a very
penetrative solution
Reduce overheads
Increase operational efficiency

20. Boomerang
Centa House
61 Birkenhead street
London
WC1H 8BB
+44207 2245555
gareth.davies@boomcomms.com
www.boomcomms.com
Q&A Session