By using multiple communications channels and presence information, the business process can make better decisions, help reduce costs to the enterprise, and increase productivity. For example, if the approver is out of the office and the pending tasks are important, the delegate is asked to complete the task. This ensures that important tasks do not become critical due to lack of action.
The value added to the business process derives from the following:
Reduced human latency in automated business processes
Increased productivity due to choosing the best communication channel
Cost reduction created by increasing the process efficiency due to presence-based intelligent routing