The newsletter includes a report by Gartner that describes three case studies where CEPB improved productivity and the efficiency of business processes. Gartner found that opportunities to improve business processes exist in most companies. The key elements of CEPB are:


• Tight integration with business processes and applications


• Leverage fixed and mobile networks


• Leverage presence to support a client or caller or respond to a greater need


• Support interaction across multiple channels.


Challenges


Implementing CEPB throughout the organization is a major strategic change, and you may need to overcome barriers of organizational, technical and operational complexity. To overcome organizational complexity, you need to bring together the traditionally separate roles and responsibilities of IT and telecoms, encouraging greater collaboration between the two.


Enabling CEPB also adds a layer of technical and operational complexity as applications and business processes move to the mobile perimeter.


It’s important to align business processes with UC and integrate them with the enterprise workflow.


You should also incorporate other business process improvement initiatives during the transformation. You can use AT&T’s eight-step approach to UC transformation to develop your strategy and roadmap. (see issue 1) By developing an enterprise mobilisation strategy, you can determine which applications are best for mobilisation, set policies for mobile devices and meet compliance requirements.


Implementation


To start seeing business benefit from CEPB, go for quick wins because full deployment takes a long time. Gartner recommends identifying business processes that would benefit from tighter integration with communications, planning a pilot deployment and making an extended evaluation.


AT&T can help you address the complexities of planning and implementation.


Our systems integration and mobile experience can help you to deploy CEPB across multiple channels, including the growing diversity of mobile devices. We can help you host your infrastructure on your premises, in the cloud or in a hosted solution.


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