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Communications-enabled business
processes increase the efficiency of a
wide variety of internal and customer-
facing business processes:
• Retail: Shoppers can get the answers
they need to complete the purchase
without leaving the website,
increasing sales.
• Service industries and government: A customer who needs help filling out
an online form, such as a claims form
or mortgage application, can click to
talk to the agent. The agent, in turn,
might click to call the claims adjuster.
Users enjoy a better experience, and
the organization reduces contact
center costs.
• Internal business processes: An
employee who needs authorization
for a purchase order or business trip
over a specified limit can click to
connect to someone who can approve
the exception. If hotel costs exceed
the usual limit, for example, the
requester and approver can co-browse
hotel websites to confirm the price
is reasonable.
IBM and Cisco Simplify Communications-Enabled Business Processes
Highlights • Improve process efficiency by
reducing human latency
• Enhance the user experience with
internal and customer-facing web
pages by enabling click-to-call and
co-browsing
• Use existing Java development skills
• Reduce development time and costs,
often from months to days
• Eliminate per-call service provider
fees for click-to-call
• Preserve website look and feel
• Increase security by keeping
information on your own servers
and network
Add the Human Touch to Automated Processes
Say a customer, employee, or partner is
visiting your website and needs a human
response to finish the task. What happens?
In many organizations, the automated
business process comes to a halt while
the person tries to find the phone number
or email address of someone who can
help. After the person finally reaches a
qualified expert, either party might need
to verbally explain how to navigate to
a particular web page, often a time-
consuming process.
Now you can increase efficiency and
improve the user experience with
communications-enabled business
processes. Users who need to interact
with a human in the course of a web
session simply click a “Click to Call”
button on the web page, which simulta-
neously rings the person and a qualified
expert. Once connected, either party
can click a button to co-browse the web.
SOLUTIONS
Cisco and IBM Strategic Alliance: Solution Brief
Then just test the click-to-call functionality
using a Cisco Unified Communications
Manager system that Cisco and IBM
provide for this purpose, avoiding the
need to test on your production network.
Solution Components
• IBM WebSphere Application Server
(V7.0.0.0 or higher), to build, deploy,
and manage SOA applications and
services.
• IBM WebSphere Application Server
V7 Feature Pack for Communications-
Enabled Applications (CEA), to easily
add click to call and co-browsing
capabilities
• Cisco Unified Communications
Manager (version 6 or later), for
call processing
• Cisco Unified Applications
Environment (version 2.5.1 or
later), to connect IBM WebSphere
Application Server to Cisco Unified
Communications Manager
Improve the Customer Experience at Low Cost
The integration between IBM WebSphere
Application Server and Cisco Unified
Communications Manager makes it faster
and less expensive than ever before to
add communications capabilities to existing
and new web applications:
Accelerate Development and Reduce Costs with IBM and Cisco Solution
In the past, web application developers
needed knowledge of Session Initiation
Protocol (SIP) to integrate their applications
with an IP telephony or unified communi-
cations system. The other option was to
use a third-party click-to-call service, and
such services charge a per-minute fee
and expose customer and company
information to outside servers.
Now Cisco and IBM® offer a simple
solution to quickly and inexpensively add
telephony services to existing and new
IBM WebSphere® applications, using only
a Services-Oriented Architecture (SOA)
and Java skills. The process is
as easy as:
1. Download the free IBM WebSphere
Application Server V7 Feature Pack
for Communications Enabled
Applications (CEA).
2. Download the Cisco® Unified
Application Environment software.
3. Add three lines of code to existing
or new IBM WebSphere applications:
one HTML statement, one JavaScript
import, and one CSS import.
• Lower costs: The Cisco and IBM
solution eliminates per-call fees for
click-to-call by sending calls over your
existing IP telephony network.
• Increased security: Carrying customer
and corporate information over your
internal network avoids exposure to
third-party networks and servers.
• Simplified software development environment: The IBM WebSphere
Application Server Feature Pack for
Communications-Enabled Applications
uses Web 2.0 JavaScript widgets that
operate in a standard browser. No client
software or plug-ins are necessary.
The Feature Pack integrates with popular
client-side Web application technology,
including Java/JEE and .NET. The only
requirement is to have one IBM
WebSphere Application Server V7
server instance in the application
environment.
• Brand preservation: Developers can
extend the click-to-call widget to match
the look and feel of the web page.
• Free testing environment: Test click-
to-call capability on a unified commu-
nications network that IBM and Cisco
provide for this purpose, avoiding the
need to test on a production network.
• Increased return on investment from Cisco Unified Application Environment: You can also use Cisco Unified
Application Environment to develop
applications for your Cisco Unified IP
phones. Just a few examples include
text-to-speech paging applications,
interactive voice response (IVR) for
approving exceptions (for example,
press 1 to approve, press 2 to defer),
changing the ringtone based on the
customer classification, and sending
automated text messages to Cisco
Unified IP phones. Developing applica-
tions using Cisco Unified Application
Environment is as easy as dragging
and dropping a communications-
enabled widget.
For More Information
To read about and download the IBM
WebSphere Application Server V7
Feature Pack for Communications-
Enabled Applications, visit www.ibm.com/
software/webservers/appserv/was/
featurepacks/cea.
To read more about Cisco Unified
Application Environment, visit
http://developer.cisco.com/web/cuae.
Cisco and IBM Strategic Alliance: Solution Brief
© 2010 Cisco Systems, Inc. All Rights Reserved. The Cisco logo is a trademark. Cisco and Cisco Systems are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.
IBM, the IBM logo, ibm.com and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml. Other company, product, or service names may be trademarks or service marks of others. References herein to IBM products and services do not imply that IBM intends to make them available in other countries. IBM makes no representations or warranties regarding third-party products or services.
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