Glossary

The contact center glossary covers many of the most common vocabulary, measurements and technologies related to call center software and customer experience.

Communications-Enabled Business Processes

CEBP can describe a variety of methods for embedding automated communications into existing business processes, often leveraging telecom APIs or SDKs to deliver services such as outbound phone calls, SMS messages, or interactive voice response (IVR). This technology eliminates latency between steps of workflows – resulting in faster completions, higher efficiency and lower costs.

Applications of CEBP include both business-to-consumer (B2C) and business-to-business (B2B) operations. Automated delivery of information and facilitation of simple transactions is a common B2C application of CEBP, as are outbound IVR and SMS notifications – all making it easier for consumers to get the information they need or perform a simple transaction in a frictionless manner. In the B2B sector, CEBP enables automated workflows for tasks like order and claims processing, mobile workforce management, project management and other multi-step processes like supply chains, improving internal teams’ ability to stay agile and productive.