Last updated: Communication workflow rules: The bedrock of an intelligent enterprise

Communication workflow rules: The bedrock of an intelligent enterprise


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 Cloud, Mobility, Internet of Things, and Big Data into an actionable, platform-focused solution.

Making 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 AI/ML capabilities extensively.

As a product owner for a communication API service, I asked myself the question, “Can communication API’s 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 2-way interaction across communication channels.
  3. Modern communication capabilities are sophisticated enough to capture detailed end user engagement metrics as well as “bread-crumb” trail.
  4. AI tools and learning algorithms are allowing enterprises to use social messenger chat /communication data to gain insight into end-user sentiments.

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


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