Avaya Launches New CEBP Solutions

[Marshall R]

Avaya recently introduced a new solution that addresses the challenges businesses face in responding faster, smarter and more effectively in today's "always-on" world. It embeds Avaya Intelligent Communications capabilities into all types of business processes, resulting in new Communications Enabled Business Processes (CEBP) that help automate and manage the human collaboration required to conduct business. Comprised of new software and services, the CEBP solution enables enterprises to enhance operational efficiency, worker productivity and customer satisfaction.

CEBP is an emerging marketplace and we look forward to discussing the possibilities. There will be an Avaya team on this forum to help answer any questions.

[cchatten]

We are looking for a solution to where the system will call out to the appropriate members simutaneously to respond to an emergency situation, bomb threat, fire, etc. Any suggestions.

[E-Man]

Avaya's primary product offerring in the CEBP space is CPM (Communications Process Manager). The emergency response solution that you mention is certainly something that could be implemented on CPM. In fact Avaya CSI recently developed a solution that performs a similiar function on top of CPM called Trauma2Doc. This particular solution is targetted at the healthcare vertical and is designed to give hospitals a means to quickly notify medical personnel about new traumas (ex plane crash, terrorist attack, ...) and report on the responses from the personnel (ex. "I will arrive within 30 minutes").

Alternatively, CPM is not required in order to build a CEBP solution. We can use various other Avaya products to build communications into an organizations business processes such as Voice Portal, AES, ...etc.

If you' like to discuss this further feel free to drop me a PM.

Eric

[cchatten]

Yes, I would like to discuss this further. I am offsite until Oct 16th doing a new telecom installation for a new site. Please contact me after that time to discuss this further. 705-549-3181 x2203,
Thank you,
Carolyne Chatten
Telecom Administrator
Mental Helath Centre Penetanguishene

[H8CK]

Could you please provide some examples of CEBP improving operational efficiency within a financial call center.

[E-Man]

Could you provide some basic information about the business processes in your contact center? What sort of things are your agents responsible for doing?

There's also another way of looking at contact center related processes. That's the idea of improving the processes associated with the customer that would end up initiating a call to the contact center. One example of that is using event processing to monitor account transactions and if a transaction is deemed abnormal initiate notification to the customer through voice, email, sms, ..etc. That way you're being proactive about keeping the customer informed.

From an internal perspective you'd want to look at what the processes are that the employees deal with. Here's an example. An agent could deal with a customer who's not that happy with their overall experience. Now lets say the call is dropped for some reason. As a result the agent might specify a certain wrap-up code after the call indicating that the customer is not happy and possibly in jeopardy of going else where. As a result a process could be launched automatically to have a senior associate proactively contact the customer (don't wait for them to call you back) and try to resolve the situation.

The field is wide open. It's just a matter of getting a solid grasp on what the current processes are and evaluating them.

Eric

[sepgirl]

Hi

Really CEBP has a great future ahead... i have recently completed my Product authorization in CEBP-sales.

[dannyproy]

Hi There,

We have an internally developed CRM system and was wondering if I was in the right place to find out about any kind of API that could integrate with it for the purposes of being able to dial out using your PC and/ or recognising customers based on incoming call number.

Thanks.

[E-Man]

Hi Danny,

Avaya's primary platform for adding telephony features to applications is called Application Enablement Services (AES). AES supports multiples API's including TSAPI, JTAPI, DMCC, CVLAN, and some web services for system management and basic outbound calls.

I'd recommend that you create a free account on Avaya's DevConnect site as it is a treasure trove of infomration about Avaya's various API's.

Another option might be Avaya one-X Communicator or one-X Agent. These are Avaya softphone's that have some built-in screen-pop capability as well as built-in "click-to-dial" integration with Internet Explorer and Mozilla Firefox (I'm assuming your CRM solution is browser based - I could be wrong).

Best of luck!
Eric

[vstam]

I want to setup the following procedure : After the initial message of voicemail Pro, only authorized customers who have a specific code (each customer a different code) can go further. Maybe the Voicemail Pro could "look" in a database to see if the given code is permitted to go on.
Can anybody help.
Thanks in advance