For Vendor Strategy Professionals (Length: 12 pages)

September 18, 2007

Communications-Enabled Business Processes

Innovative Uses Of Communications To Improve Business Efficiency

by Henry Dewing

with Bradford J. Holmes, April Lawson


Executive Summary (This is a document excerpt)

People are more successful when they are better connected to the processes and applications on which their businesses operate. Business leaders today are challenged to seamlessly connect increasingly mobile and dispersed workforces — and customers — with business processes that move faster and faster every day. A communications-enabled business process (CEBP) bridges the last mile between business activities and internal and external stakeholders to increase operating efficiency and effectiveness. Several companies we talked to about CEBPs started with small projects to improve efficiency in a specific process and quickly recognized many more ways to achieve business advantages through CEBPs. CEBPs can even transform how businesses fundamentally operate and how they are perceived when customers and suppliers experience contextual, real-time communications.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemCommunications-Enabled Business Processes Defined

itemVendors Are Offering Unique Solutions Today

itemBusinesses Are Looking For Measurable Results

itemCEBP Solutions Must Connect Business Data And Processes To People

itemCase Studies Point To Several Solution Benefit Types

itemCreation And Delivery Of CEBPs Is Difficult Today

itemEcosystem Development Will Ease The Pain Of CEBP Implementation

recommendations

itemInnovate, Develop, Deliver, And Measure Results

WHAT IT MEANS

itemBusiness Needs Will Dictate More Flexible Solutions

itemSupplemental Material

Forrester interviewed the following 10 vendor and user companies: Avaya, Cisco Systems, Engage, IBM, Nortel Networks, Send Word Now, ShoreTel, Siemens Enterprise Communications, Vertical Communications, and Xtelesis.

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Analyst: Henry Dewing
Technology: Enterprise Collaboration, Information & Knowledge Management, Messaging, Mobile Services, Networking, Telecommunications Services, Unified Communications
Industry: High-Tech, Strategy Execution & Measurement
Geography: Asia Pacific, Europe, North America

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