Communication Workflow Rules: The Bedrock Of An Intelligent Enterprise

Gokul Anantha

For Global 1000 enterprises, the wave of the future is in capabilities that blend technology-enabled insights with a sophisticated understanding of human judgment, reasoning, and choice with a key objective of continuously improving business performance.

From a technology perspective, the intelligent enterprise also converges several critical initiatives around the cloud, enterprise mobility, Internet of Things, and Big Data into an actionable, platform-focused solution.

Making the intelligent enterprise a reality

Employees in large organizations know that communication workflow rules are powerful tools when it comes to staying organized and efficient. Without these directives in place, there would be an incredible loss of productivity and cohesiveness among teams and the company as a whole.

In the day and age of digital, connection is crucial to success – people talking to machines, machines talking to people, machines talking to machines. Communication matters. By simplifying and optimizing connectivity, everyone involved in the customer journey has a better experience – consumers and employees.

To make the intelligent enterprise real, solutions should be cloud first, mobile first, and leverage Big Data and artificial intelligence (AI) and machine learning (ML) capabilities extensively.

As a product owner for a communication API service, I asked myself the question, “Can communication APIs and services provide a basis for the insights that can enable an intelligent enterprise?”

I believe so. Here’s why:

  1. Enterprise users and consumers have different preferences of time and means of engagement. This should be embraced.
  2. Enhanced customer experience is driven by two-way interaction across communication channels.
  3. Modern communication capabilities are sophisticated enough to capture detailed end-user engagement metrics as well as a “bread-crumb” trail.
  4. AI tools and learning algorithms are allowing enterprises to use social messenger chat and communication data to gain insight into end-user sentiments.

An approach to enabling an intelligent enterprise is thus based on some simple governing thoughts:

  1. Registration service that captures and manages end-user communication preferences
  2. Decision engine that enables business efficiencies by providing escalated communication rules by use case
  3. Historical insight based on end-user preference and actual notification delivery
  4. Engagement contextualization using heuristic data

Enabling an intelligent enterprise

Learn more about how to power an intelligent enterprise here

This article originally appeared on The Future of Customer Engagement and Commerce and is republished by permission.

Gokul Anantha

About Gokul Anantha

In his current role at SAP , Gokul Anantha is focused on revenue and margin growth initiatives leveraging analytics and market insights. Prior to that Gokul Anantha led product & solution management effort in establishing new revenue APIs and integrated, multichannel communication services at SAP Digital Interconnect covering push, e-mail, and social interconnect as well as "One SAP" communication workflows with SAP Marketing Cloud, SAP Cloud for Service, and SAP Student Activity Hub. Prior to SAP, in his various roles at Cognizant and HCL, he forged close partnership with Fortune 1000 technology leaders, enabling their transformation journey across customer operations, supply chain operations, and IT application and Infrastructure operations. He enjoys sharing his experiences as blogs and solicits feedback, comments, and questions on topics such as enterprise messaging, customer relationship management, digital marketing, and the creation of new human experiences.