Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)

Table of Contents

OVERVIEW

• Catalyst
• Summary

KEY MESSAGES

• Routing 2.0 connects the dots between contact centers, UC and business processes
• UC links the enterprise and the contact center
• CEBP comes in two flavors
• Business process automation brings routing to the back office
• Routing 2.0 sales efforts will require vendors to forge new relationships

MARKET OPPORTUNITY

• Market trends
  • The economy pushes enterprises towards efficiency
  • Vendor strategies are changing
  • The competitive landscape is shifting and converging
  • The value of IP transformation has been rising
  • Reuse comes to the fore
  • Enterprises look for consistency in communications

TECHNOLOGY EVOLUTION

• Routing 2.0: Connecting the dots between UC, contact centers and process
• UC extends into the contact center
• Communications-enabled business processes
• Business process routing
  • Why choose a contact center vendor for process automation?

CUSTOMER IMPACT: UNDERCOVER ROUTING 2.0

• Siam Commercial Bank connects the contact center and the back office
  • The problem: too many systems, too few results
  • The solution: collaboration between the contact center and the back office

• University of Alabama wins the small ones
  • The problem: small balances equal large headaches
  • The solution: proactive outreach

• Rebranding solutions

COMPETITIVE LANDSCAPE

• Communications technology providers
  • Aspect Software
  • Avaya
  • Cisco
  • Genesys
  • Interactive Intelligence
  • NEC
  • Nortel
  • Siemens

• Business process management vendors
• Comparison of various nomenclatures

GO TO MARKET

• Education, education, education
• Recommendations
  • Less focus on names, more focus on benefits
  • Build business consulting partnerships
  • Target the horizontal
  • Focus on true interoperability

APPENDIX

• Definitions
• Methodology
• Further reading
• Ask the analyst
• Datamonitor consulting
• Disclaimer

TABLES

• Table: Vendor-identified routing 2.0 categories

FIGURES

• Figure: Word cloud showing popularity of particular routing 2.0 terms
• Figure: Transformation of value from IP over time
• Figure: Taxonomy of routing 2.0
• Figure: CEBP: collaboration and transactions
• Figure: Genesys iWD architecture
• Figure: Numerous interactions can initiate the same IPA process
• Figure: Siemens integrates unified communications with workflow