BI/Financials/HR/SAP Professional Journal/SCM –
Suppose a client calls a company’s 800 number, and the call routes to the agent assigned to the client’s account. However, the agent has stepped out for lunch and the client receives voice mail. Instead you could use communication-enabled business processes (CEBP). See how it gives agents the ability to identify the status of other agents and based on that information, take appropriate actions, including transferring a call with the business context in real time.