- New Solution For Communications Enabled Business Processes Speeds
Decision-Making, Streamlines Mission-Critical Processes and Resolves
Before They Impact Customers
BASKING RIDGE, N.J., March 5 /CNW/ -- Avaya Inc. (NYSE: AV), a global
leader in business communications applications, software and services, today
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
The solution uses new Avaya Communications Process Manager software and
new consulting, integration and remote monitoring support from Avaya Global
Services to deliver CEBP solutions. The software enables communications
activity to be triggered within a business process and helps manage the
process to its successful resolution. This is achieved by predicting or
sensing critical events, automatically engaging the right people, and
coordinating multi-channel communications among the parties. This can
accelerate response times, streamline mission-critical processes, and free
workers from managing communications details so they can focus on making
An Avaya customer beginning to use Avaya Communications Process Manager
to improve their business processes is Whirlpool Corporation, the world's
leading manufacturer and marketer of major home appliances. The company
already uses Avaya IP telephony and contact center technology, and now is
using Avaya solutions for Communications Enabled Business Processes to help
ensure smooth operation of network systems, improve supply chain management
and raise the bar on its already stellar customer service.
"At Whirlpool, we want the ability to respond fast, which means
predicting issues before they arise, and escalating them with the right people
quickly," said Brian Murphy, director of e-services, global development,
Whirlpool Corporation. "To do this, it is critical to continually improve our
business processes, and Avaya is supporting these efforts."
Whirlpool plans to expand its use of Avaya Communications Enabled
Business Processes with applications that monitor and send executives and
managers alerts for a variety of purposes, including infrastructure events and
manufacturing performance metrics.
Gaining a Competitive Advantage with Avaya CEBP
Avaya CEBP solutions allow for the improvement of all kinds of business
processes, such as supply chain management, transaction processing and quality
control. For instance, a manufacturing company can use this solution to
identify product quality issues early -- before it impacts customers. Once the
solution detects an issue, it automatically notifies the right people (i.e.
quality assurance specialist, engineer and supervisor) via any communications
mode, be it mobile or desk phone, e-mail or instant message. The notified
people are brought into a conference call, or asked to "close the loop" by
responding to a set of options. Each participant's progress can be followed up
on to verify the quality issue has been resolved.
"The impact of Communications Enabled Business Processes on organizations
that employ it will be profound," said Robin Bloor, partner, Hurwitz &
Associates. "CEBP is the 'missing link' in the automation of business
processes. The intelligent use of CEBP will lead to improved business process
efficiency and execution. But beyond this, it will enable organizations to
design and evolve whole business processes-for the first time."
"Businesses are seeking new ways to streamline operations and be more
effective, even as they deal with more information, more calls and more
customer demands," said Stuart Wells, senior vice president and president,
Avaya Global Communications Solutions. "By bringing our innovation in advanced
and open technologies to business processes, Avaya gives organizations the
unique competitive advantage that can only arise through Intelligent
Avaya's Open Communication Web Services Simplify CEBP Deployments
Avaya Communications Process Manager is a platform that manages a rich
set of composite communication capabilities leveraging Avaya's broad
application portfolio. It exposes these capabilities as high-level Web
services that are simple to implement and use, and are compliant with a
Service Oriented Architecture (SOA). These new Web Services provide
capabilities such as "Advisory," which contacts users, "Notify & Respond,"
which drives responses, and "Notify & Conference," which contacts users and
adds them to a conference call.
With this approach, Avaya eliminates the complexity of using low-level
computer telephony integration (CTI) and proprietary APIs, and enables the
re-use of Web Services, helping companies communications-enable their business
processes in the most practical and cost-effective manner.
Session Initiation Protocol (SIP) technology also plays a key role in
this solution, allowing CEBP to seamlessly control a wide range of Avaya and
multivendor communications devices and resources. This will include
applications built on Ubiquity's SIP Application Server, which Avaya obtained
in its acquisition of Ubiquity. With this acquisition, Avaya plans to
accelerate its Intelligent Communications strategy for enterprises with a
scalable SIP based foundation for integrating real-time communications into
business processes, as well as support for carrier-grade application
Avaya's Ecosystem of CEBP Partners to Drive Next-Generation Applications
An array of Avaya services and ecosystem partners will play a central
role in delivering Communications Enabled Business Processes. Avaya Global
Services provides end-to-end CEBP support services, which includes consulting
on discovery process, creating an architecture design per customer
requirements, and ongoing software support with proactive remote monitoring.
Ongoing development of Avaya CEBP applications will be fostered by an
ecosystem of developers, consultants and business application partners. This
includes integration with leading business application solutions, including
IBM WebSphere(R) and SAP NetWeaver(R), in order to provide CEBP capabilities
to business process users throughout enterprises.
Avaya will be showcasing its new Communications Enabled Business Process
solutions, along with partner-developed solutions, at the VoiceCon Spring 2007
event in Orlando, Florida, March 5 - March 8. (Booth #601).
For more information on obtaining Avaya Communications Enabled Business
Process solutions, visit www.avaya.com/cebp.
Avaya Communications Process Manager: This software is the central driver
of Avaya Communications Enabled Business Processes. It delivers multiple Web
Services to integrate communications capabilities across Avaya's application
portfolio, including Avaya Communication Manager, Meeting Exchange and Voice
Portal. The software orchestrates all of the communications activities
required when an event in a business process warrants contact with other
individuals -- finding the right people and contacting them, and bringing them
together for decisive collaboration.
Avaya Event Processor: This optional capability of the Communications
Process Manager continuously monitors real-time information streams so the
solution can detect significant events and quickly respond by initiating
alerts or triggering an intelligent communications workflow through
Communications Process Manager.
Avaya Global Services: To ensure businesses receive the customized
Communications Enabled Business Processes they require, Avaya provides
communications consulting services, customized software development, and a
full range of ongoing support and proactive remote monitoring services.
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500 (R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site: http://www.avaya.com.
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