webMethods Communicate
Let the process find you!
Capabilities
Communication-Enabled Business Process Management (CEBPM) | Seamless Integration | Use Cases
Communication-Enabled Business Process Management (CEBPM)
Speed up processes while increasing customer satisfaction
With webMethods Communicate, you can design and implement communication-enabled business processes. Communication-Enabled Business Process Management (CEBPM) combines traditional BPM with Unified Communications (UC) so a business process automatically communicates with other process participants—for example, contacting a customer in an escalation path of a process. This communication—whether a phone call or a text message, for example—becomes part of the process itself.
Call automation
Your communication-enabled business processes can automatically initiate and receive calls and even forward them to other people or set up a conference.
Automatic Call Distribution (ACD)
You also can integrate conversations with employees, such as customer service representatives. Features include user administration, skill-based routing and queue management.
SMS support
Compose your SMS message in the business process and send it out with webMethods Communicate. Or, receive incoming SMS messages and start the appropriate business process within webMethods.
Interactive Voice Response (IVR) support
Your communication-enabled business processes can play recorded messages and provide touch-tone-based selection menus (DTMF recognition). The outcome influences the next process steps.
Call recording
For documentation or quality assurance, calls can be recorded either manually or fully automated by the communication-enabled business process.
