What are Communications-Enabled Business Processes (CEBP)?


Communications-enabled business processes (CEBP) is an industry term for processes within workflows that leverage an automated communications channel to perform a specific task with increased efficiency.

What is CEBP?

CEBP can describe a variety of methods for embedding automated communications into existing business processes, often leveraging telecom APIs or SDKs to deliver services such as outbound phone calls, SMS messages, or interactive voice response (IVR). This technology eliminates latency between steps of workflows – resulting in faster completions, higher efficiency and lower costs.

Applications of CEBP include both business-to-consumer (B2C) and business-to-business (B2B) operations. Automated delivery of information and facilitation of simple transactions is a common B2C application of CEBP, as are outbound IVR and SMS notifications – all making it easier for consumers to get the information they need or perform a simple transaction in a frictionless manner.  In the B2B sector, CEBP enables automated workflows for tasks like order and claims processing, mobile workforce management, project management and other multi-step processes like supply chains, improving internal teams’ ability to stay agile and productive.

CEBP and Aspect

With Aspect CXP, we provide a single platform that can be deployed across voice/IVR, text, mobile and social channels. CXP is a 100% standards-based platform that integrates easily with CRM, CEM, CFM, CSS, ERP, WFM and BPM solutions, and extends easily with powerful APIs like voice biometrics that further streamline processes.

Our global cloud hosting, on-premises and hybrid deployment options ensure that our carrier-grade platform scales with your current and future automation needs. Additionally, our analytics and reporting help to identify additional opportunities for efficiency.

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