Software AG has introduced webMethods Communicate BPM offering that enables users to integrate communication infrastructure into business processes and control them centrally and independently of the client-side ITC infrastructure.
The company said that the new offering can manage and monitor all business processes, including communication processes centrally. The new communication layer enables customers to incorporate requests made by phone, SMS or e-mail into the process chain, as well as automating voice applications and phone conferences.
In addition, the integrated approach increases customer responsiveness by leveraging communication channels; and enables collaboration, task completion and decision-making regardless of location, the company claims.
By incorporating automated means of communication such as through voice applications systems, speech analysis, call recording, call monitoring, customers can be better informed and can make choices about their customer experience, Software AG said.
Peter Kürpick, chief product officer and member of the executive board of Software AG, said: “The new webMethods communication layer is a solution which enables customers to incorporate requests made by phone, SMS or e-mail into the process chain, as well as automating voice applications and phone conferences. So complex business processes can flow seamlessly and elegantly.
“It is a solution that optimally supports and incorporates the human factor in process excellence. The result: greater efficiency and a significant contribution to ROI.