Integrating communication in BPM

Software AG has launched the webMethods Communicate BPM solution, which enables users to integrate communication infrastructure into complex business processes and control them centrally.

In addition to typical business processes, all relevant communication processes can now be managed and monitored centrally. The new communication layer enables customers to incorporate requests made by phone, SMS or e-mail into the process chain, as well as automating voice applications and phone conferences.

Software AG says that by incorporating automated means of communication (e.g., through voice applications systems, speech analysis, call recording, call monitoring), customers can be better informed and can make immediate choices about their customer experience. Within the organization, employees can make rapid decisions, collaborate more effectively and ensure processes complete on time, regardless of their location and availability. This in turn boosts both the efficiency and service quality of the overall business, the company claims.