Collaboration Enabled
Business Transformation (CEBT) - Collaboration
Integration with Business Processes
CDN-4680
CDN-4680
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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.
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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
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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 …
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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
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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
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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
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•
•
•
•
Business Process Integration
Actionable Notifications
Expertise Finder
Intelligent alerts routing
(context, presence)
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User to System
• Anywhere Information Access
• Query/response from any
device
• Mobile applications
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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)
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User to System
• Anywhere Information Access
• Query/response from any
device
• Mobile applications
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Cisco Jabber
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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
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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
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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
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Business Application Administrator View
Simple Approval Process Without Collaboration
User Input Required
The record is locked and awaits
user’s response
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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.
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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
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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
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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
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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
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After 3
months in
production
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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
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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
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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
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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
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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)
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Implementation Examples & Case Studies
Customer Interaction Management (Salesforce.com Sales Cloud)
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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
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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
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More Information
 Come see additional examples of application integrations at Cisco
Collaboration Booth.
 Get more information - CEBT white paper
 Contact us – cebt@cisco.com
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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.
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