Enhancing Business Processes

first_lowes_store1

The era of connectivity is here and it’s not just reducing operating costs getting 25% to 75% savings on legacy communications costs.  Today enterprises are increasingly looking for ways to increase productivity; improve customer service and increase sales, while accommodating the challenges of increased employee mobility, device and OS proliferation, applications moving to the Cloud, and WebRTC.

Connectivity brings the promise of significant productivity gains through collaboration, instantaneous rerouting of communications traffic, with the ease of embedding communications capability inside of an existing business process (through CEBP – communications enable business processes/RTC real time communications), for example:

  • Doctors being biometrically authenticated and able to remotely approve prescriptions and procedures through a secure channel – maintain dialogue with the patient and transfer video feeds in real time.
  • Service technicians being rerouted in real time based on workload and changing customer priorities; real time mapping customer locations and communicating with the dispatcher and the customer, with a click of a mouse or device.
  • Customer service calls leveraging skills based routing algorithms to ensure the customer has the right representative based on the question or web page and others conferencing into the call based on the complexity of the question and the value of the customer.
  • IT manager finding the resource at the right time based on LDAP dip, looking at skills, locations, and a dip into the calendar to see availability for reassignment based on the issue.
  • During times of natural or other kinds of disasters, communications and collaboration applications instantly rerouted, real time conferences set up with a touch of a finger with highly secure communications and hacking eliminated.

Additionally, with the right architecture and migration plan – no reason for a complete forklift change of the existing communications infrastructure.  Legacy phone systems can be included in a business workflow and the communications cycle.

Innovation leads the charge!

“Reducing the cost of IT” Ranked the “Most Important” and “Most Challenging” Priority

The study of technology-decision makers at 267 large enterprise organizations revealed that “Reducing the cost of IT” ranked as both the “most important” and “most challenging” technology priority. This priority was closely linked to “implementing business process improvement” as a major factor both in importance and difficulty. The average time knowledge workers spent on routine communications was as follows:

  • Trying to contact customers, partners or colleagues: 1.41 hours per day
  • Trying to find key business information: 1.44 hours per day
  • Dealing with unwanted communications (spam, unwanted calls or email, etc.): 0.58 hours per day
  • Duplicating communications with multiple channels (email, phone, etc.): 0.81 hours per day
  • Attempting to schedule meetings etc. with people: 0.85 hours per day

The survey-base responded that a fully functional SIP-based Unified Communications infrastructure could improve productivity of the aforementioned tasks by 23%.

Contact us today to talk about how we can help in a quick tiger team assessment.