Event Triggered Communication
Datapoint provides a variety of solutions for event triggered communications. These vary from relatively simple solutions for proactive contact to advanced scenarios based on unified communication technologies.
Regardless of the technical sophistication of the solution, they all share a common ambition; to improve organisational responsiveness to time critical situations. This is achieved by removing the lapsed time needed for human reaction and decision making by automating the communication process once a certain situation occurs.
Simple Event Triggered Communications
For instance, at the simpler end of the scale, SMS messages can be automatically triggered in response to a real time event such as an approval process, a dispatch or notification of new stock. This is something that everyone is becoming increasingly familiar with and existing deployments of this type of solution have proved universally popular with customers and organisations alike who mutually appreciate the benefit of one less call into the call centre to find out the status of a particular situation.
Datapoint’s SMS solution is hosted and can be readily integrated with middle and back office systems and workflow.
Advanced Event Triggered Communications
At the other end of the spectrum lies the opportunity to link multi channel communication capability with business applications and processes in order to build event triggered communication services that have a great deal more intelligence than the SMS style solutions previously mentioned.
In these scenarios, the complexity of events that can be automatically monitored is extended from simple, single changes in status to any combination of data sources and search criteria that warrant attention and response.
Secondly the options for response are more flexible with the ability to design multiple communications to different audiences enforced with escalation routines if not immediately responded to.
This is where some of the unified communication capability comes into play. SIP enabled presence management provides extra intelligence in finding the best way of making contact. Then offers a broad range of communication channels such as conferencing, instant messaging and the like to enable follow up discussion.
Relevant information culled from the previously mentioned real time event monitoring phase can be pushed as part of the communication to speed up overall reaction to whatever situation has occurred.
Finally, the options for anyone receiving such communications are also extended in terms of how they can respond. If the example is a notification service for customers as a result of changes to their account or financial status, instead of being merely notified of the fact, self service options can be offered to let the customer immediately decide how they wish to respond via a voice portal, email, sms, web form or live assistance.
This type of service can also be offered to customers of internal service providers such as HR, IT or the like which allows them to provide an automated but responsive 24x7 service in which their customers can make choices and automatically post them back.
Communication Enabled Business Processes
The functionality just described is becoming commonly known as communication enabled business processes (CEBP) and requires an organisation to have made some investment in next generation communications and foundation capabilities such as converged networks.
However once the organisation begins to migrate into open standard solutions underpinned with the likes of SIP and SOA, the power of CEBP can be exploited since SOA design and composite communication web services simplify what once would have been expensive and proprietary development and allows flexible reuse, reducing the time, cost and skills required for creating process-driven communications
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