Jon’s Radio Comments

October 13, 2006

A conversation with Mark Ericson about communications-enabled business processes

Filed under: Uncategorized — jonsradiocomments @ 4:46 pm

The original item is here.

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1 Comment »

  1. Jon,

    I found your conversation about integrating voice with human business processes fascinating. The business process community is still siloed between human and computer processes – for example, BPEL isn’t designed to support human-to-human processes.

    We built an ITIL incident management solution at Citigroup that aims to integrate humans. We have escalation paths defined in the solution, and when an incident occurs, the system automatically calls (via phone) the right person based on the nature of the incident, using if necessary alternate numbers or an on-call calendar and going up the management chain with time.

    When you’re called, it reads you a brief overview and you have to ‘press one to accept the call’ so it knows you’re there, and you can also ‘press two to join the conference bridge’ which it automatically sets up. This avoids scrambling for bits of paper in the middle of the night! Then you can automatically store a log of everyone who was called and when they joined the call.

    This is a ‘push’ solution, but you can also imagine a ‘pull’ or subscription -based scenario, where you can ask to be called if your RSS / Atom feed reaches a certain criteria. For example, ‘call me if a new feed item comes in, with the following word in the title’. Wouldn’t it be great if Google Reader, or an enterprise feed reader, could call you based on the results of a search? This would get embedded in many different processes.

    So I see RSS /Atom as providing a bridge between business processes and voice.

    Regards,

    Chris

    Comment by Chris Jay — October 23, 2006 @ 10:08 am | Reply


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