Collaboration Enabled Business Transformation (CEBT) - Collaboration Integration with Business Processes CDN-4680 CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Session Abstract Organizations today are looking to expedite workflow and increase their organization’s responsiveness and agility. Inserting communications into business process applications can help minimize latencies and improve business workflow. Understanding your customer’s business process flow is critical in order to deliver the most impact. In this session, we’ll review best practices for business process analysis to identify where and how CEBT can have the biggest impact for your customer. We will also cover several use cases from actual customer deployments. CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Agenda Collaboration Integration with Business Processes Introduction To Collaboration Enabled Business Transformation Cisco Technology to Streamline Your Business Processes ‒ Jabber ‒ CEBT Integration Platform Demo – Salesforce.com Case Management Process Use Cases & Case Studies Getting Started CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Collaboration: Is it about business or technology? Your perspective influences how you view collaboration Business processes are catalysts for collaboration However, technology is required to scale and maximize impact The key is to implement collaboration solutions relevant to your business objectives It’s both … CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public The Goal: Remove Business Process Latency Business Event Current Reality Business Event CRM ERP II Industry App. Back Office CRM ERP II Industry App. Back Office Communication/collaboration required Communication/collaboration required Using Jabber/CEBT to Streamline Business Processes Business Event CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Cisco CEBT embeds collaboration capabilities into the business process Business functional managers Customer facing employees Business apps CEBT Integration Platform Collaboration Functional employees CDN-4680 Transform business by enabling seamless and secure integration of collaboration with the business context across companies with anyone, anywhere, on any application and device © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Management Communication Enabled Business Processes User to User Contextual Collaboration CLIENT • • • Rich presence information Click to call/video Context based conferencing SERVER System to User CDN-4680 • • • • Business Process Integration Actionable Notifications Expertise Finder Intelligent alerts routing (context, presence) © 2012 Cisco and/or its affiliates. All rights reserved. User to System • Anywhere Information Access • Query/response from any device • Mobile applications Cisco Public Communication Enabled Business Processes User to User Contextual Collaboration CLIENT • • • Rich presence information Click to call/video Context based conferencing Jabber CEBT Integration Platform SERVER System to User CDN-4680 • • • • Business Process Integration Actionable Notifications Expertise Finder Intelligent alerts routing (context, presence) © 2012 Cisco and/or its affiliates. All rights reserved. User to System • Anywhere Information Access • Query/response from any device • Mobile applications Cisco Public Cisco Jabber CDN-4680 All-in-one UC Application Collaborate from Any Workspace Presence & IM PC, Mac, tablet, smart phone Voice, Video, voice messaging On-premises and on-demand Desktop sharing, conferencing Integration with Microsoft Office © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 9 The Jabber SDK • Easily and rapidly add collaboration to enterprise web applications and business processes • Increase productivity and maintain context of interactions for end users • Add incremental value to Cisco Collaboration deployments based on unique needs CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 10 Cisco CEBT Integration Platform CC Communication Protocols: IM, Presence, SMS, Email, Voice Platform Web UI: policies & preferences management Administration & Self-Service Communications Services Integration CEBT Application-User and User-User Contextual Collaboration Management Business Application Integration SOAP & RESTful Web Services CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Business Application Administrator View Simple Approval Process Without Collaboration User Input Required The record is locked and awaits user’s response CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Business Application Administrator View Simple Approval Process – Enabling Collaboration User Input Required • The record is locked and awaits user’s response • Context is sent via WS call to CEBT platform. CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public DEMO Salesforce.com Case Escalation Process Use Cases And Case Studies Horizontal Use Cases ‒ Workforce Enablement, HR processes, Expert Finder, Customer On-Boarding Process, Procurement Approvals User Cases For Verticals ‒ IT, Energy, Manufacturing, Finance, Transportation, Healthcare Cisco On Cisco ‒ IT, Technical Services, Sales CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Use case example - Finance Collaboration Enabled Mortgage Approval Process Accelerate a mortgage application process by 20% reducing the process by 19 days Automate the communications between internal and external organizations across multiple process owners such as the client, mortgage company, lawyers, appraisers, title search company Targets ‒ Increase loan conversion rate ‒ Reduce the cost / mortgage application ‒ Improve customer satisfaction and brand awareness ‒ Competitive differentiator CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 16 Use case example - Manufacturing Collaboration Enabled Plant Floor Exceptions in the manufacturing process need to be cleared and approved prior to batch release Completing the exception investigation and latency in the final approval process often delay batch release Solution has applicability across other product areas and QMIS enabled plants CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 17 Implementation Examples & Case Studies Procurement Approvals on Mobile Devices (SAP Workflow) Deployed in less than 3 weeks PO’s approval time reduced from 33 hours to 4 hours Avg. PO Cycle Time (Hours) “Within 3 months from installation, the solution has generated significant value for our company by substantially accelerating the time to resolution of key business processes” Alan Howard - Global Business Systems Anadarko Petroleum Corporation Reducing PO Cycle Time 35 30 25 20 15 10 5 Avg. Resolution Time 0 Before project CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public After 3 months in production 18 Implementation Examples & Case Studies Return Material Authorization (RMA) Process (Oracle E-Business Suite) Notify customers world wide regarding the status of RMA process ‒ Customer chooses his preferred contact methods (email, SMS, Voice) ‒ Allow customer to respond on the same device and provide feedback to process ‒ Allow customer to be immediately connected to his local account representative Significant load reduction on contact centers ‒ 50% of manual calls are unsuccessful Better Customer Satisfaction Complete audit trail on the communication with customer and his response CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 19 Implementation Examples & Case Studies Presence Based Incoming Call routing (Cisco Customer Voice Portal) Customer calls to bank branch and the call should be routed to representative (non Contact Center agent) Relevant agents who are available (presence based) receive IM notification in the Jabber clients with customer’s details The call is router to representative who responded over IM. Can utilize rich presences provided by Jabber SDK (embedded in business application). Allows quicker response to customers than suing using UCM hunt groups CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 20 Implementation Examples & Case Studies Power Overload Monitoring and Response (OSISoft PI) Support team receives notifications when power overload in building occurs (from OSISoft PI monitoring system) ‒ Notification methods (email, IM, SMS, voice) are escalated based on incident severity ‒ Team member who receives notification, can respond to escalate notification into Webex session or voice bridge to involve other relevant people or create incident in building management incident system ‒ Optionally, can respond to shut down power in certain lab Quicker response time Quicker way to bring all relevant people on WebEx/voice bridge CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 21 Implementation Examples & Case Studies Support Case Routing Workflow (Salesforce.com Service Cloud) When support ticket is created and assigned to queue send its information to support engineers who are assigned to queue ‒ Support engineer can respond to acknowledge/reject request ‒ Based on response, workflow rules in Salesforce.com assign the case to certain person or route it further Quicker support case assignments Ability to track the processing in Salesforce.com CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 22 Implementation Examples & Case Studies Customer Interaction Management (Salesforce.com Sales Cloud) Sales representatives are able to make calls to customers from Salesforce.com Account, Opportunity, Lead, etc. pages ‒ No need to search for customer’s phone numbers and dial in external client/device ‒ Can immediately see presence for internal calls. ‒ Call information is automatically registered in Salesforce.com ‒ If during call, SFDC approval process is triggered, the approver is immediately notified and can respond to expedite the process. Significant time saving for sales representatives while making multiple calls Easier tracking of calls and collaboration in the context of specific call (e.g. approvals) CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 23 Implementation Examples & Case Studies Customer Interaction Management (Salesforce.com Sales Cloud) CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 24 Getting Started Identify Core Business Functions Workshop Prep 1 to 3 core business function to focus UC discovery For identified functions, business function leaders identify business imperatives, pain points and opportunities Execute Explore collaboration and its business impact, strategy, and architecture Review imperatives, pain points and opportunities Prioritize opportunities based on ease of capture and impact CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Business Application Integration Cisco Jabber + CEBT. . . Collaboration is more important than ever ‒ Transform business transactions into real-time, personal interactions Deliver highly secure, clear, and reliable communications within your business application ‒ Consistent user experience for collaboration and business applications Dramatically change the way IT provides collaboration capabilities to employees, customers, and partners CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public More Information Come see additional examples of application integrations at Cisco Collaboration Booth. Get more information - CEBT white paper Contact us – cebt@cisco.com CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public Don’t Forget to Complete Your Developer Forum Evaluation Presentations for today’s sessions will be available shortly after the Developer Forum event, please contact the CDN Program at cisco-developer-network@cisco.com with any questions. Please also remember to complete your evaluation forms and return them to Josie Garcia at the registration desk right outside session doors. CDN-4680 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 28 Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public