 "CIOs Should Focus On CEBP Development")
Communication-Enabled Business Processes is the way forward for enterprises, believes Sajeel Hussain, Director, Product Marketing, Avaya. In conversation with Biztech2.com, he explains why so and Avaya’s play in this segment.
How can enterprises avoid any downtime in service or communication?
Enterprises can surely avoid downtime in services or communication by using software solutions for embedding real-time communications into business applications. This is a trend that is evolving gradually. Enterprises across industries should develop Communications-Enabled Business Processes (CEBP) that streamline business collaboration, increase the speed of workflows and at the same time prove to be cost efficient.
What is Avaya’s play in this?
Our focus is on taking business collaboration to the next level. Keeping this in mind we have an agile business collaboration portfolio that brings together number of business units, like Unified Communication, SME, Contact Centres, Data Networking and Business Collaboration Solutions.
Where does Avaya ACE fit in?
ACE is Avaya’s Agile Communication Environment. It is our software solution for embedding real-time communications into business applications, making it easier to create CEBP. ACE when integrated with Avaya Aura serves a broad set of packaged applications and Web services available on the Avaya Aura platform.
We have also launched a new client-side add-in for Microsoft Communicator that allows employees to click-to-call from online or premises-based Microsoft Communicator clients and engage in the conversation using their Avaya desktop phones. Our integration with Microsoft helps enterprises in reducing costs. Usually one has to pay the enterprise client license and voice pay to Microsoft and the telecom provider. But, with this communicator we have provided integration with telephony infrastructure and the Office Communication (OC) client just uses the communicator from an IM perspective and all the voice facilities, functionalities, reliabilities are utilised from Aura. We get the advantage of extending the Aura features with the OC clients. With Ace & Aura coming together, there are additional benefits with excellent customer experience.
What are the broad trends defining the Unified Communication space?
The number one priority for CIOs is improving business process. This priority will very soon change to innovation in the next couple of years as companies will look to innovate. The demographics of the consumer population are changing and they have a different work style. The young generation has a knack for technology and are more technology savvy, increasingly using smartphones, notebooks, emailing more often then texting, etc. It is a concern for CIOs to keep up with the level of expectations of this generation if they want good candidates in the organisation. If the organisation is lacking in technology the candidates may just leave the job. So, from this perspective, CIOs must look at the new breed of customers, consumers as well as employees.
The next big trend is hyper collaboration with the social networking engines invading our lives. It is not a surprise to me that people are collaborating in various forms, from social networking to voice calls and other multi modal communication. Hyper collaboration is one trend that will continue to grow.