Context-Sensitive Collaboration in Service Processes through the Integration of Telecommunication Technology and Business Process Management

In this paper an approach will be presented which uses data from Business Process Management Systems (BPMS) to determine the communication context of individuals in corporations. It is intended to contribute to a closer alignment of the disciplines Business Process Management (BPM) and communication technology. Therefore, we provide a conceptual integration model for BPM and communication technology by deducing the potentials of BPMS to serve as data source for the identification of a business-related communication context. This is complemented by the system architecture and the prototype of a communication-integrated BPMS which has been implemented during a recently finished consortium research project.