®

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

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