Communications-Enabled Business Processes or CEBP, refer to the augmentation of business processes with communications capabilities. For example, an employee is researching a customer account and wishes to speak with the account representative for that customer. Without leaving the account screen, the employee is able to initiate a call to the account rep and enquire about the customer.

Communications-Enabled Business Processes and SAP CRM 7.0

In earlier versions of SAP CRM, CEBP were only available from within the Interaction Center Web Client profiles, and not available in the general CRM Web Client profiles. With SAP CRM 7.0, SAP has brought CEBP beyond the Interaction Center, and into the main CRM. In fact, there is a great push to unify the CRM and IC capabilities. For example, the IC can now use CRM transaction types which is a capability that has been a long time coming. John Burton explains this in his SDN blog here.

Presence and Collaboration in Partner Block

Most CRM transactions include some sort of partner block for all of the transaction's related partners (e.g. Ship-To, Employee Responsible, Sales Manager, etc.) In CRM 7.0, the partner block includes functionality to display the presence status of any internal partners. Additionally, the collaboration feature gives user's the ability to initiate a call or transfer the current call to a selected partner.