Recent Posts

90 Days in – Attend new ECD Product Roadmap Webinar

ECD product roadmpa

It’s been nearly 90 days since OpenText acquired the ECD business that includes Documentum, InfoArchive and LEAP. Having joined OpenText through the ECD acquisition, and with my ECD product management background, I thought it would be helpful to share some of my thoughts and insights from my first few months with the company, and the great progress I’ve seen during the transition. Commitment The OpenText Executive Leadership Team has unequivocally reinforced our commitment to the ongoing support and investment in ECD and our customers. The recently unveiled Documentum Suite roadmap clearly demonstrates a renewed focus on customer value through innovation and integration. While there has been some question of overlap, it is now very clear that the OpenText™ Content Suite and Documentum products address different use cases. This also extends to the Captiva, Life Sciences, Energy and Engineering, Public Sector, InfoArchive, and LEAP offerings that are now part of OpenText. These applications allow OpenText customers and partners to create user-focused solutions built on top of a micro-services SaaS architecture. This strategy has cemented OpenText as the leader in ECM. Our Progress Since January We heard your feedback, and since the acquisition closed, we have been laser focused on product strategy and the roadmap. With new OpenText offerings available for integration we began evaluating, in earnest, ways in which to bring immediate value to ECD customers. One such opportunity was OpenText™ iHub integration within the ECD Life Sciences suite, which Muhi Majzoub, OpenText EVP of Engineering, demoed live on the main stage at the recent Innovation Tour in Europe. Life Sciences customers now have a historical view into the time required to bring prescription drugs to market across geos, providing drug companies with better insight into planning for the rollout of drugs across the globe. iHub integration is also planned across the Documentum Suite to provide customers additional insight into the Documentum platform and user applications such as xCP and D2. And this is really just the beginning! We have much more detail to share on roadmap and integration plans for the full suite of ECD products, including InfoArchive, Captiva, and our industry solutions. ECD customers should rest assured that innovation in their products is alive and well and as Adam Howatson, CMO, said, “we will power our customers’ digital transformation.” I hope you will join us for the coffee talk on April 28 and take advantage of the opportunity to learn more first hand.

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Get up Close With the Latest in Customer Experience Management at Enterprise World

Customer Experience Management

Think you know all about the range of OpenText Customer Experience offerings? Think you’ve seen it all at recent shows, or even at last year’s Enterprise World conference in Nashville? Think again. OpenText™ Experience Suite continues to grow and evolve with new products, and exciting innovative new features for the existing products. Join us at this year’s Enterprise World in Toronto to get up close and personal with all the latest CEM developments. There will be more opportunities to see the products, talk with experts, and network with your peers than ever before. Plans for the expanded CEM demonstration area in the Expo hall include: Experience Suite CEM Lab where you can see the various CEM products working together to help deliver a continuous connected customer experience from engagement to customer insights. Digital Asset Management area where you can examine top flight DAM platforms such as OpenText™ Media Management, and MediaBin, as well as industry specific solutions like Content Hub for Publishers. Web Content Management solutions to create and optimize the web experience for your customers with tools such as OpenText™ TeamSite, Optimost, Web Experience Management and Web Site Management. Customer Communications Management will highlight the new Exstream 16 release offering a unified solution for ultra-personalized communications. WorkForce Optimization that enables you to capture the true voice of the customer with products such as Qfiniti and Explore. The CEM Extensions demo area will introduce you to other products and solutions such as Experience Analytics and more to further enhance your CEM capabilities. It’s not only the product demo area that’s been extended, there will be a greater number of CEM-related breakout sessions and presentations than ever before. There will be more opportunities to learn and discuss industry trends, listen to others tell how implementing a CEM strategy impacted their business, or do a deep dive into the technical aspects of implementing solutions. It’s your choice. Whatever your level of interest and expertise, there will be something for you. If this all sounds like a great reason to spend July 10th to the 13th in Toronto, then make sure to register and we’ll look forward to seeing you there.

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OpenText WFO Video Series: What Tools Demonstrate Impact to Executives?

WFO video series

In my previous blog in this series for Question 3: How can the contact center align with the top priorities of executive leadership?, I started my comments with a quote from my favorite guru, Yoda: ““Do or do not. There is no try.” And I’m back to tell you that this bit of wisdom applies when it comes to the tools you need to implement to share the value of the contact center across your organization. To make my point, first let me suggest that you listen to what Donna Fluss, president of DMG Consulting, has to say about tools that are available in the contact center: “If you’re looking for one version of the truth and a way to align the goals of the contact center with those of the enterprise, then you’re going to want to use something called contact center performance management or CCPM.” Donna explains that this tool allows contact center leaders to quantify their performance and report into enterprise performance management (EPM) or corporate performance management (CPM) systems. This is important because, once the KPIs that executive leaders consider to be essential are agreed upon, they can be reported and shared throughout the organization on a timely basis. Speech analytics is a second tool that Donna considers to be essential in your effort to prove the value of contact center activities to executive leaders: “…there’s a lot of value in sharing that information [discovered in call recordings] because the contact center covers topics related to the entire organization, so it has insights into what happens throughout the organization.” This is definitely a “do, not try” contact center tool that you should put into place. And if you’re not already aware, speech analytics is one of the core technologies in the OpenText workforce optimization (WFO) suite – check out OpenText™ Explore to learn more. When it comes to tools at our disposal as contact center leaders, it’s not just about technology according to Donna: “Companies should use that [speech analytics] information to create change management programs, which is also one of the really effective tools that contact center leaders should be sharing and using with the enterprise.” I couldn’t agree more. What Donna is suggesting here – and what each of the other speakers in this series also emphasize – is that management tools are critical components of any effort to increase contact awareness within your organization. Jason Goodroe mentions surveys, focus groups…and skip-level meetings as critical to the success of the contact center initiatives that he leads at Aflac. Back in the day when I was a contact center leader, I also used skip-level meetings to effectively bridge the communication gap between management and executive leadership. Here’s an unabashed bit of self promotion: in my commentary, I explain how skip-level meetings can come in many different forms. The bottom line here is that you need to step into the role of contact center leader by getting beyond “try” and reach “do” by making your contact center an essential and valuable hub of employee and customer engagement By now you should be aware that our OpenText™ WFO Software Video Series features a number of contact center experts sharing invaluable advice on how to make this all happen. So please take advantage of the insights offered in these short video clips to hear what the others have to say about this important topic. In all, our speakers provide their insight related to eight questions about driving awareness of the contact center within your organization, and they explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? I also encourage you to join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts.  I do hope that you’re enjoying all of the insightful advice available in our 2017 Video Series, and you should also know that there’s a previous series that’s available, too. Check it out and learn how interaction analytics can have a huge impact on your contact center and business. It’s always a pleasure sharing with you. I hope you’ll reach out and keep in touch.

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What a Difference a Day Makes: Get up to Speed on OpenText Analytics in 7 Hours

Analytics Workshop

One of the biggest divides in the work world these days is between people with software skills and “business users” – the ones who can work their magic on data and make it tell stories, and… well, everyone else (those folks who often have to go hat in hand to IT, or their department’s digital guru, and ask them to crunch the numbers or build them a report). But that divide is eroding with help from OpenText™ Analytics. With just a few hours’ training, you can go from absolute beginner to creating sophisticated data visualizations and interactive reports that reveal new insights in your data. And if you’re within travel distance of Washington, D.C., have we got an offer for you! Join OpenText Analytics Wednesday, May 10, at The Ritz-Carlton, Arlington, VA for a free one-day interactive, hands-on analytics workshop that dives deep into our enterprise-class tools for designing, deploying, and displaying visually appealing information applications. During this workshop, you’ll gain insights from our technical experts Dan Melcher and Geff Vitale. You’ll learn how OpenText Analytics can provide valuable insights into customers, processes, and operations, improving how you engage and do business. We recently added a bonus session in the afternoon, on embedding secure analytics into your own applications. Here, you’ll see why many companies use OpenText™ iHub to deliver embedded analytics, either to customers (e.g. through a bank’s portal) or as an OEM app vendor, embedding our enterprise-grade analytics on a white-label basis to speed up the development process. Here’s what to expect in each segment: Learning the Basics of OpenText Analytics Suite Get introduced to the functions and use cases of OpenText Analytics Suite, including basic data visualizations and embedded analytics. Start creating your own interactive reports and consider what this ability could do for your own business. Analyze the Customer You’ll learn about the advanced and predictive analysis features of the Analytics Suite by doing a walk-through of a customer analysis scenario. Begin segmenting customer demographics, discovering cross-sell opportunities, and predicting customer behavior, all in minutes – no expertise needed in data science or statistics. Drive Engagement with Dashboards A self-service scenario where you create and share dashboards completely from scratch will introduce the dashboarding and reporting features of OpenText Analytics. See how easy it is to assemble interactive data visualizations that allow users to filter, pivot, explore, and display the information any way they wish. Embed Secure Analytics with iHub After the lunch break, learn how to enable secure analytics in your application, whether as a SaaS or on-premise deployment. OpenText answers the challenge with uncompromising extensibility, scalability, and reliability. Who should attend? IT directors and managers, information technology managers, business analysts, product managers and architects Team members who define, design, and deploy applications that use data visualizations, reports, dashboards, and analytics to engage their audience Consultants who help clients evaluate and implement the right technology to deliver data visualizations, reports, dashboards and analytics at scale If you are modernizing your business with Big Data and want your entire organization to benefit from compelling data visualizations, interactive reports and dashboards – then don’t miss this free, hands-on workshop! For more details or to sign up, click here. And if you’d really like to dive into the many facets of OpenText Analytics, along with Magellan, our next-generation cognitive platform, and the wide world of Enterprise Information Management, don’t miss Enterprise World, July 10-13 in Toronto.  For more information, click here.

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OpenText Content Suite and Documentum ECM Platforms Both Ranked as “a Leader” in Two New Forrester Reports

Forrester

Forrester Research, Inc. has just released two reports on the state of the ECM technology landscape, their Forrester Wave™ evaluations of Transactional Content Services[1] and Business Content Services[2]. In each report, both the OpenText™ Content Suite and Documentum product groups were ranked as “a leader.” So, two reports, two positions as a leader in each one for the OpenText ECM portfolio. We’re pretty happy right now. In case you’re not familiar with the Forrester approach to evaluating the ECM marketplace, back in 2015 their analysts decided one report was no longer enough to capture everything ECM platforms were being tasked with covering in the modern enterprise. They split their analysis into two focus areas: Transactional Content Services (TCS) –  focusing on ECM platforms’ ability to drive automation, efficiency, and paper elimination by integrating into high-volume, highly structured business processes. Content here includes the invoices, statements, web forms, scanned documents, and more that result from ERP, BPM, HCM, SCM, and CRM systems. Business Content Services (BCS) – focusing on managing the documents, emails, spreadsheets and multimedia that result from knowledge workers’ day-to-day activities. ECM platforms are evaluated on their ability to simplify user interaction, improve collaboration, and apply governance controls. Both reports score vendors’ performance in three primary categories: Current Offering, Market Presence, and Strategy. And our ranking in the latter is what makes the 2017 Forrester evaluations truly invigorating for us. The Content Suite and Documentum platforms each received the highest score among all vendors in the “Strategy” category of the Transactional report, and among the highest Strategy scores in the Business report. According to the Transactional report, “ECM vendors must show coherent technology, go-to-market, and partner strategies to help their customers be successful and manage their transactional content within a broad information ecosystem. This ecosystem includes on-premises and cloud-based enterprise applications, mobile use cases, and interoperability with other content management systems.” We believe these scores validate our vision for the future of ECM — a strategy that crystallized last year with the launch of Content Suite 16; and took a huge step forward with our investment in Documentum. In our view, successful ECM solutions of the future will allow organizations to leverage their current systems with the application of lightweight, purpose-built service apps to solve targeted business problems. Cloud-driven, user-friendly, and low-effort, these content services will reside in the background and will be fully integrated to promote productivity on both sides of the firewall. For OpenText, this means converging the strengths of two, class-leading platforms and extending their effectiveness with innovative new services built on LEAP technology. We feel Forrester has recognized the potential of this direction, and are more enthused about the possibilities than ever. Regardless of your role in ECM or current solution provider, the TCS and BCS reports from Forrester offer thought-provoking insights into the future of ECM. Download them and then join us at Enterprise World 2017 to carry on the conversation. [1] The Forrester Wave™: Enterprise Content Management — Transactional Content Services, Q2 2017 [2] The Forrester Wave™: Enterprise Content Management — Business Content Services, Q2 2017

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Enterprise World: Analytics Workshop Takes You From Zero to Power User in 3 Hours

Analytics Workshop

One of the great things about OpenText™ Analytics Suite is its ease of use. In less than three hours, you can go from being an absolute beginner to creating dynamic, interactive, visually appealing reports and dashboards. That’s even enough time to become a “citizen data scientist,” using the advanced functionalities of our Analytics Suite to perform sophisticated market segmentation and make predictions of likely outcomes and customer behavior. So by popular demand, we’re bringing back our Hands-On Analytics Workshop at Enterprise World 2017, July 10-13 in Toronto. The workshop comprises three 50-minute sessions on Tuesday afternoon, July 11. Just bring your laptop, connect to our server, and get started with a personalized learning experience. You can attend the sessions individually – but for the full experience, you’ll want to attend all three. Learn how businesses and nonprofits use OpenText Analytics to better engage customers, improve process and modernize their operations by providing self-service analytics to a wide range of users across a variety of use cases. This three-part workshop is also valuable for users of OpenText™ Process Suite, Experience Suite, Content Suite, and Business Network. Here’s what to expect in each segment: 1. ANA-200: Learning the Basics of OpenText Analytics Suite This demo-packed session serves as an introduction to the series, and will arm you with all you need to know about the OpenText Analytics Suite, including use cases, benefits and customer successes, as well as a deep dive into product features and functionality. Through a series of sample application demonstrations, you will learn how OpenText Analytics can meet any analysis requirement or use case, including yours! This session serves as a perfect lead-in for the next 2 sessions: ANA-201 and ANA-202. 2. ANA-201 Hands-On Workshop: Using Customer Analytics to Improve Engagement This hands-on session will introduce the advanced and predictive analysis features of the Analytics Suite by walking you through a customer analysis scenario using live product. Connect from your own laptop to our server and begin segmenting customer demographics, discovering cross-sell opportunities and predicting customer behavior, all in minutes – no expertise needed in data science or statistics. You will learn how OpenText Analytics can provide valuable insights into customers, processes and operations, improving how you engage and do business. 3. ANA-202 Hands-On Workshop: Working with Dashboards to Empower Your Business Users This hands-on session will introduce the dashboarding and reporting features of OpenText Analytics by walking you through a self-service scenario where you create and share dashboards completely from scratch. Connect from your laptop to our server and see just how easy it is to assemble interactive data visualizations that allow users to filter and pivot the information any way they wish, in just a matter of minutes! You will learn how OpenText makes it easy for any user to analyze and share information, regardless of their technical skill. Of course, we have plenty of other interesting sessions about OpenText Analytics planned for Enterprise World. Get a sneak peek at product road maps, exciting new features (including developments in Magellan, our cognitive software platform), and innovative customer use cases for the OpenText Analytics Suite. Plus, get tips from experts, immerse yourself in technical details, and network with peers, and enjoy great entertainment. Click here for more details about attending Enterprise World. See you in Toronto!

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Learn About the Future of the Digital Supply Chain at Enterprise World 2017

Digital

Over the past four months I have been busy supporting our Innovation Tour events. Starting off in Sydney last November, then on to Singapore, Tokyo, London, Paris, Munich, Stockholm and finally Eindhoven last week. The events were a big success and we had a significant increase in attendees compared to similar events we held early last year.The Innovation Tour events are a single day format with keynotes and guest speakers in the morning and then the afternoon is broken out into product or solution specific tracks. I supported our Business Network track at some of the events and we had around three to four presentations with various customer presentations weaved into the agendas. Business Network has come a long way since GXS and EasyLink were acquired by OpenText and these events provide an ideal platform to update our customers on the investments we have made and to provide some insights into our future direction. It is certainly an exciting time to be at OpenText, especially with new digital technologies being top of mind for many CIOs around the world. No sooner do I get back from our last event in Eindhoven, we are now heads down planning for our next event, our global customer conference, Enterprise World 2017,  in Toronto in July. This will be my fourth Enterprise World and each year the event grows exponentially in size. The event runs over a few days and the format of the event is essentially an extended version of our Innovation Tour one day events, but with a lot more activities thrown in for good measure. I will explain some of those activities in a moment. OpenText has made over 50 acquisitions in its 25 year history and these acquisitions underpin our Enterprise Information Management strategy to enable companies to digitize information flowing across their business and extended enterprise. Each of these acquisitions has been placed into one of the following six product divisions across our company. At Enterprise World we will effectively have an ‘event within an event’ and Business Network will have nearly thirty breakout sessions. This is a really comprehensive series of presentations, mostly focused on product and solution offerings but we will also be delivering some key sessions relating to the future of the supply chain and providing insights relating to a new digital transformation survey from IDC. As with last year’s event I seem to have been handed multiple plates to spin for this event, but I just wanted to provide some insight into five of the sessions I will be hosting at Enterprise World 2017. Session 1 – Over several decades, OpenText™ Business Network has evolved to embrace new standards, new technologies and new ways of working with customers and trading partners. Over the past 12 months Business Network has introduced many new capabilities to improve how we both deploy and manage your end-to-end information exchange and integration requirements. However there are new technologies such as cognitive analytics, Blockchain and Industry 4.0/IoT on the horizon, and Business Network will continue evolving to embrace new technologies and new ways of working. This session will provide insights on some of these new technologies and how OpenText sees them fitting into our evolving Business Network. Session 2 – OpenText recently sponsored a study from the analyst firm IDC to understand whether new digital technologies were leading to new supply chain transformation initiatives across a company. From drones and wearable devices to Industry 4.0, today’s CIOs are spending billions of dollars looking for ways to embrace these technologies across their respective businesses. I recently posted a blog on these technologies. This is leading to a need to modernize ICT and B2B infrastructures, establish new digital back bones and somehow manage these new digital initiatives while at the same time manage complex B2B environments. B2B Managed Services can not only provide a digital backbone which seamlessly integrates external trading partners to internal enterprise systems, it can also provide additional resources to manage your B2B environment leaving you to focus on managing your business and rolling out new digital initiatives across the extended enterprise. This session will provide key insights from the study. Session 3 – Trading Grid Analytics delivers powerful intelligence for your business to optimize supply chain efficiencies, spot opportunities, and mitigate risks, before they disrupt your business. Big Data and the Digital Supply Chain are two leading disruptive forces facing companies today. According to Gartner, “Analytics top the list of important initiatives for supply chain organizations to ensure their ability to support digital business.” This session will provide an overview of the key capabilities of Trading Grid Analytics and how it can offer deeper insights into what is going on across your end to end supply chain. Session 4 – Your business is faced with multiple demands and challenges. Whether internal initiatives, such as ERP consolidation; go-to-market strategies, such as M&A activity or channel expansion; or external forces and mandates, such as electronic invoice compliance, your resources are stretched thin. Attend this session to learn how OpenText B2B Managed Services can help your organization turn these challenges into opportunity and competitive advantage and shield your business from the complexities of B2B integration allowing you to focus on your core business activities. Session 5 – If your business runs SAP, then you have made a significant investment in an ERP system that simplifies how you manage your business operations. But how do you ensure that your extended enterprise and external trading partners can leverage this investment as well? This session will explain the benefits of integrating your SAP and B2B platforms together and how SAP’s endorsement of B2B Managed Services simplifies this process. This session will also explore how SAP is leveraging other Business Network capabilities such as global e-invoice compliance, notifications, and cloud fax to enhance SAP’s solution offerings. Now I have only covered five of the sessions I will be presenting at Enterprise World 2017, we have many more for you to attend!, more details on those in future blogs. In addition to these breakout sessions there are many other activities that you can participate in, for example industry breakouts, live product and solution overviews in our expo hall and a chance to test drive new product enhancements in our developer lab. Our event this year will be held in Toronto, Canada, and if you are interested in learning more about how Business Network can support your B2B integration needs today and in the future then I would suggest taking a look at our registration page which can be accessed below. I hope to see you in Toronto in July!

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The Impact on Business

The Fourth Industrial Revolution (4IR) is servicing new market needs while simultaneously disturbing existing products and services. New business models and value chains are emerging, and in some cases, supply and demand cycles are being slammed together to become one. In almost all cases, new entrants have an advantage over incumbents. New entrants have vast access to capital, have no legacy infrastructure to transition into the future, innovate at the speed of thought and without political or organizational boundaries, and investors are more interested in grabbing subscribers and market share than generating profits in the early years of the 4IR. Even more important than all of this is the ability to conceptualize in the 4IR, perhaps because the new inventors are borne of an age with a maniacal focus on the customer experience, transparency of their services, and a reinvention of how products and services are conceived, designed, delivered, marketed, sold, and supported. Business leaders need to transform their thinking along fundamental lines to break synchronous orbit and achieve exponential thinking. How do we deliver solutions that are more customer-centric, faster, at greater scale, and are disruptive and thus provide higher barriers to entry? In the 4IR, I see a new business codex: It is more important to be fast than perfect We need less data and more insight Conduct less planning, and encourage more experimentation (and at scale) Be customer-led, versus merely customer aware Talent, in many cases, is more important than capital The skills of critical thinking and creativity are more important than interpersonal and organizational skills Innovation is real time, iterative, and not a linear waterfall Experiment at hyper-scale It is one world; build one company Do for machines what we did for humans There is a new latticework for the 4IR. As the 4IR continues to disrupt, new business models will emerge. This is the topic of my next blog in the series. To read more, download The Golden Age of Innovation. I’ll be taking this message on the road for Enterprise World. Learn more. I’d love to hear your thoughts. To provide feedback, or if you would like to see additional topics covered in future publications, please add your comment below.

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When Search Meets AI, It Takes You Further

AI

Many think of AI as human-like robots or human-sounding voices that interact with actual humans, but the real value of artificial intelligence may derive from what it’s doing behind the scenes. For example, when unsupervised machine learning (a species of AI) is applied to enterprise content, it can develop a deeper understanding of that content and deliver insights to humans in instantly valuable ways. Content is about more than mere words; it’s about how words interrelate. By analyzing the statistical co-occurrence of terms across enterprise content from a range of sources, machine learning forms sophisticated models that can take search much further. It can identify concepts, extract phrases, suggest better queries, and pinpoint internal SMEs with relevant expertise—whether or not their written profiles even reflect it. AI-infused search helps people find what they’re looking for, even when they’re not exactly sure what that is. This is what OpenText™ Decisiv is all about. “Asia Not Asia” Imagine that you’re looking to understand more about your business operations in Asia. Your first instinct might be to search your various data stores for documents containing “Asia,” but will that term necessarily appear in the most valuable content? For that matter, how many documents will list city, state, country, and/or continent? Without machine learning, you would need an exhaustive search taxonomy to address all these variations. When a Decisiv user types “asia,” the system instantly and automatically retrieves documents that (1) contain the word Asia and/or (2) are conceptually related to Asia. This not only casts a wider net, it provides results based on a more sophisticated relevancy analysis than simple keyword searching could hope to deliver. Typing in the seemingly illogical query “asia not asia” is illustrative; it shows the user content that is conceptually related to Asia, but doesn’t contain actually contain the term Asia—displaying only the documents found by unsupervised machine learning above and beyond keyword search. Concept grouping categorizes documents according to linguistic patterns that we humans have a hard time identifying across large volumes of data. Machine learning makes such conceptual analysis automatic and highly scalable, and humans get the benefit. Further Still Concept groups can also propel a researcher to new areas of useful content. By looking at a list of the key concept groups that appear in response to a search or metadata filter (along with the document counts for those groups) researchers can see an overview of the content that’s available, spot pertinent aliases, adjust their search terms, and include or exclude concepts to meet their objectives. Concept groups are displayed with characteristic labels (top words and phrases that appear in those groups) to easily provide a sense of what each group represents, and how useful it’s likely to be for a given search. Take Decisiv Action Register for OpenText’s annual user conference, Enterprise World, in Toronto this July to learn how AI-enhanced search can help empower your digital transformation. You’ll hear from top users of Decisiv Search and our other award-winning Discovery products how they’re leveraging machine learning for more effective enterprise information management. All humans welcome.

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European iTour – Inspiration in 5 Cities

iTour

Over the last two weeks of March, the OpenText Innovation Tour took us to meet customers in London, Paris, Munich, Stockholm and Eindhoven. It was a great few weeks with inspiring keynotes and customer presentations, interactive sessions with customers and partners, and many informal discussions on topics of interest. Highlights of iTour included: Mark Barrenechea shared his vision on digitalization trends and their impact. He concluded that “We will all be software companies,” with examples such as the 100 million lines of code that are now part of modern cars. Mark also walked us through how the “Juice has to be worth the squeeze” with digitalization, and how Release 16 delivers on that promise. Mark and James McGourlay shared the stage as they elaborated on OpenText’s Customer Centric mission and measures. Muhi Majzoub shared the product roadmap and previewed demos of new solutions that will be launched in time for Enterprise World. Of particular interest was the Documentum Life Sciences Solution – which now includes Analytics as they were integrated in first few weeks after Documentum joined the OpenText family. Muhi also showed a preview of PeopleCenter, the new SaaS application being built on Process Suite. The ECM Product team also presented a more detailed roadmap with planned advances for Content Suite, Documentum, Leap and other products. Rooms were full to overflowing for these presentations and customer feedback was great. These events provided opportunities for quality discussions with customers. Customers are looking for help managing their system due to issues with quick and effective problem resolution when their EIM system is managed internally or by a general system vendor. This is a typical scenario that causes customers to consider moving their application into the OpenText™ Cloud where we can manage it for them. In some cases they would like us to manage the application on-premises and then migrate and upgrade it into the OpenText Cloud. Customers considering upgrades wanted to discuss upgrade strategies. Should they upgrade as is and then add new functionality as a phase 2? Should they add some new features on day 1 to show immediate benefits to their users? Should they upgrade on-premises and then move to the cloud, or move to the cloud and then OpenText does the upgrade for them? OpenText recommends that we meet with their team and jointly determine the business drivers for upgrading, the expected benefits, as well as providing initial upgrade guidance. When upgrading, customer goals vary and that can drive different strategies for the upgrade project. As one of our Professional Services presenters said, customers tend to do one upgrade every few years whereas our Professional Services team does them every day. We can help! European customers in particular are looking at data protection, privacy and the growing set of compliance regulations such as the mandate to keep EU data solely within the European Economic Area (EEA). There were discussions on the General Data Protection Regulation (GDPR), the new standard taking effect in 2018 and options for managing to this on-premises and in the cloud. It seemed like many of the conversations at this year’s Innovation Tour were more about when to move to the cloud and how to prepare for it, rather than whether or not to consider it. Regardless of industry, customers are increasingly looking for cloud and hybrid options. I came home tired and inspired after so many great meetings and discussions with customers, partners and colleagues from around the world. I can’t wait to continue the in-person discussions at Enterprise World in July!

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Simplify Migration to SAP HANA and S/4HANA

SAP HANA

Traditional Data Volume Management for SAP® Data volume management in SAP with SAP data archiving has been a best practice for SAP customers since the days of SAP R/3 and throughout the lifecycle of the SAP Business Suite. The reason for this is clear and the value of data archiving well understood, With each transaction, data is stored in the database and the volume of transactional data is ever growing. As your productive SAP database grows, resource consumption and administration effort go up while system performance deteriorates and response time for the end user goes down. This is true when using the traditional databases for the SAP Business Suite. But is this still valid going forward? The New World of Big Data with SAP HANA When SAP released SAP® HANA®, a new in-memory database, and customers moved to SAP Business Suite on HANA and SAP S/4HANA, some of the pain points become a thing of the past. High system performance and good response times are a given with SAP HANA. Also the resource consumption seems to have been reduced as HANA has a compression factor of 50%. BUT: SAP HANA as an in-memory database that requires a robust hardware platform. By nature, an in-memory database requires computing power and a substantial amount of main memory. If your database today has a size of 2 Terabyte, it will be 1 Terabyte with HANA and the memory requirements somewhat higher at about 1.25 TB (Formula: DB size (traditional DB) / 2 + 20% + 50 GB) according to the SAP QuickSizer for HANA (see SAP note 1793345) Where resource consumption in the past mostly meant expensive high performance disks, it today means an expensive, robust HANA appliance. Best Practice 1: Data Volume Management before Migration to HANA Consequently, when moving to HANA as a database, be it to SAP Suite on HANA or SAP S/4HANA, it is best practice to clean up the SAP database before doing the migration to HANA and archive older transactional data. The archived data will still be accessible in Suite on HANA and S/4HANA via the standard SAP tools and interfaces, such as the SAP Archive Information System. If you have not established a data archiving practice yet, this is the time to get started if your database is of a relevant size, for example 1 Terabyte and larger. Best Practice 2: Use a Compliant Archiving Platform And as you do so, make sure to store the resulting data files via the ArchiveLink interface on a secure and compliant storage platform. Such a platform is provided with OpenText™ Archiving for SAP® Solutions and OpenText™ Document Access for SAP® Solutions. The underlying OpenText Archive Center securely stores the SAP data files on leading storage vendor platforms, which have an immutability feature and are thus compliant storage platforms. Archive Center provides a hardware abstraction layer and in addition automatically creates backup copies of the files. This is different from storing data files in the file system, where files are not protected and you need to take care of backup and migration when the file server changes. Best Practice 3: Remove Unstructured Content from the Database And as you do the clean-up, there is one area you may want to check, that is unstructured content in your SAP database. If you haven’t configured the storage location of GOS attachments (GOS = Generic Object Services), all unstructured content that your users have added via GOS has ended up in the database and adds to the overall volume. You can check the size of table SOFFCONT1, and may want to control table DRAO for SAP DMS (Document Management System) documents as well. GOS attachments as well as DMS documents can be stored on OpenText Archive Center with OpenText Archiving and OpenText Document Access for SAP Solutions. You simply define a new storage category to reside on the OpenText Archive Center. With simple configuration you can switch from the old category to the new category (TA SKPR08). And for the migration of existing documents there is the SAP report RSIRPIRL. As a result, the unstructured content is stored on the OpenText Archive Center and your database is relieved from the burden of the unstructured content. Summary: Establish Data Volume Management and Reduce TCO Our recommendation is to establish data volume management. Data archiving helps you to reduce and control the size of the database. This reduces administration and hardware costs and can significantly reduce your TCO for the SAP landscape, and if you plan to migrate to SAP HANA as a database, you can realize significant savings by reducing the memory footprint of the HANA database, and with that the hardware footprint of the HANA appliance. For more information about SAP data and business document archiving with OpenText view the following: OpenText™ Data Archiving for SAP® Solutions OpenText™ Archiving for SAP® Solutions OpenText™ Document Access for SAP® Solutions And have a look at customer success stories on SAP data archiving here.

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Ingenious: How Canadian Innovation Made the World a Better Place

What do the electric light bulb, peanut butter, the zipper, basketball, the Declaration of Human Rights, Saturday Night Live, the OpenText Index, recycling, Superman, and nuclear physics have in common? They are all examples of Canadian innovation. And they are all featured (along with 286 other innovations) in the book Ingenious: How Canadian Innovators Made the World Smarter, Smaller, Kinder, Safer, Healthier, Wealthier, and Happier. Ingenious is available in both English and French Authored by Governor General David Johnston and Tom Jenkins, Chair of OpenText and the National Research Council (NRC), Ingenious was written to celebrate Canada’s 150th birthday and a heritage rich in innovation. Canada is a nation of innovators. The country itself is perhaps the greatest example of innovation. Despite its harsh climate and uninhabitable terrain, people from many nations settled the country, giving it the diversity it boasts today as a cultural mosaic. Even before the first European settlers arrived, Canada’s First Nations were busy overcoming barriers to travel and communication by creating the first canoe, dogsled, kayak, snowshoes, and toboggan (to mention a few). Ingenious moves through Canadian history to explore what events, insights, or happy accidents launched each innovation, and the collaborations that brought these great ideas to life. As the book points out, teamwork was often part of the original thinking and always part of the ultimate solution. The book draws from a broad spectrum of Canadian experience, from the wonders of aboriginal invention to more recent developments in medicine, technology, science, education, social work, humanities and the arts. Canadians are some of the world’s most accomplished innovators, something that is (true to Canadian humility) often downplayed. The book sets out to provide a comprehensive and fascinating look at Canadian innovation, demonstrating how innovation is one of the primary driving forces behind Canada’s prosperity and identity. It also offers practical tips drawn from Johnston’s and Jenkins’ long careers fostering innovation for present-day entrepreneurs. Co-authors Tom Jenkins (left) and Governor General David Johnston (right) at a book-signing at the University of Calgary. (Photograph courtesy of Sgt Johanie Maheu, Rideau Hall © OSGG, 2017) What’s your favorite Canadian innovation? But the book does more than just remind us that Canada is a nation of innovators. Another high-level objective of the project was to establish Canada’s first-ever database of innovators. As part of the project, over 1,000 stories of innovation have been captured online, crowdsourced on a digital version of the book at www.innovationculture.ca. Have a favorite Canadian innovation? Why not post it online and contribute to Canada’s history of innovation. With its capacity to ignite the imagination and inspire a future generation of innovators, teaching modules are being created based on the book. The children’s version of Ingenious is due out in the fall of 2017. Officially released on March 28, 2017, Ingenious is now available on Amazon and at other major book retailers.

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Q&A with Forrester Senior Analyst Heidi Shey: Secure Information Exchange in the Digital Age

Forrester

Forrester Senior Analyst Heidi Shey recently joined OpenText to discuss how secure information exchange can help your organization seize its digital future.  As a follow up to the webinar, Why Secure Information Exchange is Critical for Digital Transformation, Heidi shared more insight into the common questions asked about digital transformation – and how you can be successful in your journey. Q:  How is digital transformation changing the way organizations think about, share, use, and store documents? Shey:  Digital transformation changes both customer and employee expectations, which in turn changes how organizations must think about information and document handling. Customers expect more and faster ways of discovering information, as well as sharing their information with you. Employees have the expectation of getting the information and tools they need to do their jobs anytime and anywhere, so that they can be productive. The information contained within documents is only useful if someone is able to use it, and use it appropriately. Digital transformation has organizations thinking about who should have access, defining what constitutes sensitive information, as well as considering compliance for handling personal information. Q:  How is the way that organizations exchange information changing due to transformation? Shey:  In many ways, it hasn’t fully changed, which is part of the challenge for securing this information. Employees naturally turn toward using common methods of exchanging information, like email, USB drives, and consumer file sharing services. The result is that the organization often has no visibility into how information is flowing and where it is stored, and the movement of this information using these methods is not secure. There are also cases where organizations do bring in enterprise technology for employees to use to exchange information securely, but if this tool doesn’t align with how employees work or causes unnecessary friction, employees may not use it, or find ways around it instead. Organizations should seek solutions that are easy to use and easily accessible, which will facilitate greater adoption and eliminate risky and unsecure workarounds. Q:  With the need for information to be available 24x7x365 and sharable across multiple platforms, devices, and applications, what must organizations keep in mind when exchanging information? Shey:  A lack of control in protecting your sensitive information will undermine your efforts for availability and accessibility of this information by placing your company at risk of a breach. This could be a data breach of personal information or intellectual property; a breach of the terms of a business partner contract that stipulates how data must be handled; or noncompliance with relevant security and privacy requirements and regulations. Proper authorization for access to information is critical, as are capabilities to audit information exchange and usage. And as much as we would like to think we have everything under our control, accidental data loss may happen. You must also have a plan in advance for what to do in case of a breach. Q:  Can you offer some best practices for effective, compliant, and secure information exchange? Shey: You must understand your data first. Identify what types of information the business needs to exchange, and why, to comprehend its value. This helps to determine the appropriate level of effort and investment required to protect and exchange it responsibly, and the risks of not doing so. Identify how this information needs to flow — who and what systems and applications need access and why — to optimize efficiency and productivity. Identify what types of information are sensitive, and define sensitive data for your organization, to gain a better handle over how you should protect and control this information and how employees should handle or use this information. This goes beyond understanding your compliance requirements for security and privacy; for example, an executive’s travel itinerary, a marketing strategy plan, and other types of intellectual property are all examples of sensitive information, too. Q:  What role does faxing, either on-premises, cloud-based or hybrid, play? Shey:  Documents printed out on paper can easily fall into the wrong hands, get lost, or be disposed of improperly. With digital documents, we can track and take measures to appropriately control and handle sensitive information. An electronic fax solution can help to eliminate the risks of traditional, paper-based faxing while supporting the organization in its digital transformation efforts for their business environment. I see both on-premises and cloud-based fax as viable deployment options for the enterprise based on their IT and risk management strategy. Flexible deployment options are necessary. Some organizations are moving fast to the cloud, some have a preference for keeping certain applications and systems on-premises, and others seek a more hybrid approach. There’s no right or wrong here; they are just different approaches that require different security strategies. Watch this webinar featuring Forrester Senior Analyst Heidi Shey and learn how secure information exchange solutions can help your organization seize its digital future.

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OpenText WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?

WFO Video Series

I’m really excited to write about this sixth question being asked as part of our OpenText™ WFO 2017 Video Series because it’s a question I’m often asked when meeting with customers and other contact center professionals. It’s also a question that our expert panel of speakers are dealing with in their professions, some are well-respected industry analysts and others highly successful practitioners. It’s a privilege to have their expertise to share with you. Today’s contact center leaders understand how important it is to gain the support of executive leaders in order to secure the necessary resources, technologies and budgets required to hit mandated KPIs. But that’s no easy task when the contact center is focused on metrics that are not well understood or even considered business-critical in the C-suite. So here’s the question again: what contact center goals or metrics resonate most with the leaders who make the high-level strategic business decisions and who control the purse strings? Keith Dawson, Principal Analyst at Ovum in knows that it’s important to distinguish between “activity metrics” and “outcome metrics.” Here’s how Keith describes the difference in the second of his two video clips on the topic: “Contact centers have been asked to report on how many, how often, how many minutes, how many calls, how many agents, etc. This is all well and good, it will never go away, and we’ll always be using these numbers…but the reports [executives] get should be related to customer feelings, customer sentiments, customer experiences. How much friction did that person encounter, how many transfers were there, how many contact channels did a person come in on? Are we able to relate what one person did on one channel to what a customer did on another channel? Was there effort expended by the customer in moving from one channel to another?” Those “how much and how many” metrics are, of course the activity metrics, and as Keith reminds us, few if any executives fully understand or actually even care about this level of detail when it comes to contact center operations. Rather, executives are concerned with the outcome metrics, as well they should be. The goal – and the way to earn the support of executive leaders – is to work with them to develop the infrastructure and analytic capabilities that can “paint a picture of a customer not just as a series of transactions, but as a person with a potential to do business with you in certain ways.” Yes, easier said than done. But Keith also makes the point in his first video clip related to this question that it’s important “to stand up and take the risks that are necessary to make sense of a very complicated operational environment.” This is so true. The other experts on our 2017 panel offer their own take on reporting up to executive leaders, so I encourage you to take a moment and listen to what the others have to say about this question – and all the others. In all, our speakers provide their insight related to eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? You can join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts: Question 1, authored by Steve Graff Question 2, from Alan Porter Question 3, by me, aka Dr. WFO Question 4, by Matthew Storm Question 5, posted by Brian Hardyman On behalf of the entire OpenText WFO Software team, I hope that you’re enjoying our 2017 Video Series. There’s also a previous series that’s available, too. Check it out and learn how interaction analytics can have a huge impact on your contact center and business. Thanks for reading through this blog. I hope you’ll reach out and keep in touch.

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Knorr-Bremse Keeps the Wheels Rolling with Predictive Maintenance Powered by OpenText Analytics

diagnosis

Trains carry billions of passengers and tons of freight a year worldwide, so making sure their brakes work properly is no mere routine maintenance check. Helping rail transport operate more safely and efficiently is top-of-mind for the Knorr-Bremse Group, based in Munich, Germany. The company is a leading manufacturer of brakes and other components of trains, metro cars, and buses. These components include sophisticated programming to optimize operations and diagnosis. The company developed iCOM, an Internet of Things-based platform for automated maintenance and diagnosis.  Through onboard sensors, iCOM (Intelligent Condition Oriented Maintenance) gathers data wirelessly from more than 30 systems throughout a train car, including brakes, doors, wipers, heating and ventilation.  These IoT sensors continually report back conditions such as temperature, pressure, energy generation, duration of use, and error conditions. iCOM analyzes the data to recommend condition-based, rather than static, scheduled maintenance. This means any performance issue can be identified before it becomes a serious safety problem or a more costly repair or replacement. For iCOM customers, this means better safety, more uptime, improved energy efficiency,  and lower operating costs for their rail fleets.   As more customers adopted the solution, they began demanding more sophisticated analysis (to see when, where, and even why an event happens), more visually engaging displays, and the ability to build their own reports without relying on IT. Knorr-Bremse knew it needed to upgrade the technology it was using for analysis and reporting on the vast quantities of data that the iCOM solution gathers, replacing open-source BIRT (Business Intelligence and Reporting Tools). A new analytics platform would also have to be scalable enough to cope with the enormous volumes of real-time data that thousands of sensors across a rail fleet continually generate. Further, Knorr-Bremse needed an analytics solution it could develop, embed into the overall iCOM platform, and bring to market with the least possible time and coding effort. The answer to these challenges  was OpenText™ Analytics Suite. “Due  to the easy-to-use interface of OpenText Analytics, our develop­ers were quickly productive in developing the analytics and report­ing aspects of iCOM. iCOM is based on Java and consequently it has been very easy to integrate and embed the OpenText Analytics platform [into it]. It is not just about shortening the time to develop, though. The results have to look good  and with OpenText, they do,” says Martin Steffens, the iCOM digital platform project manager and software architect at Knorr-Bremse. To learn more about Knorr-Bremse’s success with OpenText Analytics, including a potential drop of up to 20 percent in maintenance costs, click here.

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Discovery Rises at Enterprise World

This summer will mark a full year since Recommind became OpenText Discovery, and we’re preparing to ring in that anniversary at our biggest conference yet: Enterprise World 2017! We’re inviting all of our clients, partners, and industry peers to join us for three days of engaging roundtables, interactive product demos, Q&A with experts, a keynote from none other than Wayne Gretzky, and—of course—the latest updates, roadmaps, and visions from OpenText leaders. Here’s a sneak peek of what to expect from OpenText Discovery’s track: The Future of Enterprise Discovery. We’ll be talking at a strategic and product-roadmap level about unifying Enterprise Information Management (EIM) with eDiscovery. New data source connectors, earlier use of analytics, and even more flexible machine learning applications are on the way! Introduction to eDiscovery. Our vision for the future of eDiscovery is broader than the legal department, and we’re spreading that message with sessions tailored for IT and data security professionals that want to know more about the legal discovery process and data analysis techniques. Why Legal is Leading the Way on AI. Our machine learning technology was the first to receive judicial approval for legal document review, and in the years since, we’ve continued to innovate, develop, and expand machine learning techniques and workflows. In our sessions, we’ll highlight current and future use cases for AI for investigations, compliance, due diligence, and more. Contract Analysis and Search. We’ll also have sessions focused exclusively on innovations in enterprise search and financial contract analysis. Join experts to learn about the future of predictive research technology and the latest data models for derivative trading optimization and compliance. Our lineup of sessions is well underway and we’ve got an exciting roster of corporate, academic, government, and law firm experts including a special keynote speaker on the evolving prominence of technology in law. Register here for EW 2017  with promo code EW17TOR for 40% off and we’ll see you in Toronto!

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ECM Success in Today’s World Means Evolving to the Cloud

Evolving to the Cloud

OpenText™ Content Suite and Documentum content management solutions have been the cornerstone of thousands of organizations’ effective Enterprise Content Management (ECM) programs over the past 25 years. However the concept and practice of ECM are changing. Gone are the days of ECM being viewed simply as an electronic filing cabinet. Successful digital transformation requires ECM to actively aggregate, organize, and distribute content from every corner of the enterprise. This evolution means that almost every organization is rethinking the current and future role of their ECM platform. Many of our customers are realizing that a new approach to ECM is needed as shifting demographics and changing business models redefine how, when, and where work gets done. As the industry’s largest ECM vendor we talk to a lot of organizations about content management and we use those conversations to constantly advance the development of new ways to positively impact agility and innovation within the enterprise. Examples include everything from digital modernization to employee productivity to process integration. In today’s digital world, enterprises must have the ability to make changes faster and more flexibly in order to take full competitive advantage of new functionality and use cases. Our customers are asking themselves how they can free up strategic resources to make IT and technology like ECM a revenue center rather than an operational cost. Enter cloud. Cloud-based ECM is a Successful Reality We have many customers that have done the math, worked the angles, and arrived at the same conclusion: Cloud-based ECM allows them to extract the maximum value from ECM and provide users with the content they need, when they need it, and in the context of their business process. The cloud presents a step-change opportunity to be able to quickly deliver new functionality and deploy purpose-driven solutions integrated into leading applications, whether in the cloud or in a hybrid model. Evolving to the cloud means that your IT resources are released from the behind-the-scenes work like patching, monitoring, and time-consuming upgrading. They’re freed up to shift their focus to strategically delivering new solutions with ECM that can help positively impact business processes and drive business forward into the new digital world. Organizations are increasingly looking to consume ECM in the cloud and integrate ECM into purpose-built solutions. OpenText is evolving with this change and our acquisition of Documentum positions us as a next-generation Cloud Content Services Leader. Perhaps the most important thing to remember is that there are as many constructs of cloud-based ECM as there are, well, clouds in the sky. Every organization has different use cases, cultures, and legacy infrastructures. And the tools to help you accelerate your ideal Digital Transformation are increasing every day. From enterprise-wide file sharing solutions to simple, no-code apps for specific tasks to comprehensive cloud-to-cloud or cloud-to-on-premises platform integrations, almost every ECM need can be accomplished today. And wait ‘til you see what’s going to be possible tomorrow. Can’t wait? Take a look at a recent webinar we did with AIIM for a sneak peek. The time to start the journey is now and here are what I consider to be my top three to-do’s to get you moving: Understand how you can leverage the cloud to better exploit content for business value. Do your homework and complete a full cost review before diving in. Put the customer first when developing new purpose-driven applications in the cloud.

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The Fourth Industrial Revolution

What makes the Fourth Industrial Revolution (4IR) different from the Third Industrial Revolution (3IR)? Well, everything. It is marked by exponential thinking where linear solutions no longer apply. The digital version replaces the analog version. Knowledge and invention are cumulative. Evolution is just the re-encoding of information, after all. Every person, culture, industry, and country is affected. All forms of production, management, systems, and governments will be transformed. The opportunities are unlimited: faster prototyping and time-to-market with 3-D printing and production, conquering disease and illness with nanotechnology, micro-financing using robo-advisors and advanced algorithms, more efficient and affordable connected homes, safer and more convenient travel with autonomous vehicles. Not to mention other improvements made in human longevity, energy, material sciences, entertainment, consumerism—the list goes on and on. All of these advances will be predicated by developments made in Artificial Intelligence (AI), machine learning, algorithms, massively large data sets, and robotics. But as the opportunities flourish, so will the perils: identity theft, cyber-crime, espionage, new definitions of conflict and war, de-humanization, a widening of the digital divide, automation anxiety, radicalization, propagandizing. Last year, my identity was stolen and I only discovered this because the Internal Revenue Service (IRS) rejected my tax return, claiming that I had already filed. Sixteen months later, I am still dealing with the aftereffects. The 4IR is delineated from the 3IR by three main concepts: extreme connectivity, extreme computing power, and extreme automation. Extreme Connectivity: Cell phones currently connect almost 5 billion people. By 2025, this number will be 6 billion. Today, a smartphone costs $150 USD a month. By 2025, it will cost $150 USD a year. Further, it is easy to follow the curve to attaining 1 trillion connected devices (machines) over the Internet (cars, phones, homes, machinery, airplanes, trucks, ships, soda machines, etc.). Six billion connected people, 1 trillion connected machines—this is extreme connectivity. Extreme Computing Power: Today, you can rent almost endless processing power from Microsoft Azure or Amazon’s AWS. Enter quantum computing and the Qubit. Quantum computing will become a reality in the 4IR. Humans can no longer beat a computer at chess. The world’s Go champion is also a computer; the alpha male is replaced by Google’s AlphaGo. This is nothing compared to the capabilities of quantum computing and the Qubit. Quantum computing has already reached 128 Qubits of processing capacity for a single system. At 1024 Qubits of quantum processing power, all the world’s traditional encryption codes can be unlocked by a machine in near real time. All doors are instantly opened, from banks to vaults to personal accounts to weapons systems. It would be a world without doors and locks. This is extreme computing power. Extreme Automation: With extreme connectivity and extreme computing power, the exponential opportunities for automation are revealed (truths are revealed, never created): cognitive, AI, machine learning, 3-D printing (prosthetics, cloths, and machine parts), algorithms, and methods at hyper-scale. Five billion Google searches a day, 200 million daily orders on Alibaba, and 2 billion worldwide Facebook subscribers. Automation will drive cars, cure cancer, replace entire labor pools, reduce underwriting risk, fight wars, and entertain us. Ultimately, it will create a new class of sentient beings with artificial consciousness. This is extreme automation. The 4IR has the potential to disrupt in ways we have yet to realize. In my next blog, I will look at the impact it will have on business. To read more, download The Golden Age of Innovation. I’ll be taking this message on the road for Enterprise World. Learn more. I’d love to hear your thoughts. To provide feedback, or if you would like to see additional topics covered in future publications, please add your comment below.

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eDOCS at Enterprise World 2017: Some Must-See Sessions

ECD

The OpenText eDOCS team is looking forward to seeing you at Enterprise World from July 10-13 in Toronto, Canada. Enterprise World is always a great opportunity to: Learn about upcoming eDOCS product releases Get practical tips for getting more out of your eDOCS work environment Interact with industry peers to understand common problems and solutions Our lineup of sessions is taking shape – and I wanted to take this opportunity to give you a sneak peek into a few notable ones. The Road Ahead: eDOCS Product Strategy and Direction – Join Larry Roy and Kim Heyde from eDOCS Product Management for a discussion about market and industry trends that are driving the vision and roadmap for both on-premises and cloud deployments of eDOCS DM and our optional modules. Learn where eDOCS is headed! Ask the eDOCS Experts – Join our experts from eDOCS Customer Support as they highlight solutions to the most common technical support issues. Bring your questions along and ask the experts! What’s New in eDOCS 16? – Earlier this year, the launch of eDOCS 16.1 brought a host of functionality from FlexFolders to streamlined administration in the DM Management Studio. With release 16.2 we’re adding InfoCenter which is a modern “tiled” UI that is highly customizable. Learn more about these latest features and what they can mean for your business. Upgrading your Work Environment to eDOCS DM 16 – Are you running an old version of eDOCS? If so, you’re missing out on a host of innovations to make your work environment more secure, flexible, and collaborative. Join this session to learn why it’s time to upgrade and to gain some practical tips and tricks on the upgrading process. Records Management: Are you Ready? Meet Changing Regulatory Requirements with eDOCS – Regulations such as Sarbanes Oxley, Dodd-Frank, HIPAA, the new GDPR, MiFID II, and New York’s DFS Cyber regulation have intensified the focus on recordkeeping and Records Management practices. Join this session to learn how these regulations will impact you and how eDOCS helps you comply. Email Filing: Stop Wasting Time! Let eDOCS Email Filing Do the Work for You – We’re bringing simplicity to a whole new level! With our new release of Email Filing V4.4, we make it painless for administrators and users to truly improve their efficiency while reducing risk—in less time than ever before. Take back your day by learning how to implement these new and easy-to-use 4.4 features! Click here for more details about attending. See you in Toronto!    

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From KPIs to Smart Slackbots, Hot New Analytics Developments at OpenText Enterprise World 2017

Innovation never sleeps in the OpenText Analytics group, where we’re working hard to put together great presentations for Enterprise World 2017, July 10-13 in Toronto. We offer a sneak peek at product road maps, exciting new features and innovative customer use cases for the OpenText Analytics Suite. Plus, you can get hands-on experience building custom-tailored apps, get tips from experts, immerse yourself in technical details, and network with peers. Learn about: Reporting and dashboards with appealing, easy-to-create visual interfaces Self-service analytics to empower your internal users and customers and help you make better decisions Best-of-breed tools to crunch massive Big Data sets and derive insights you never could have before Cognitive computing and machine learning Capturing the Voice of the Customer Structured and unstructured content analytics that can unlock the hidden value in your documents, chats, and social media feeds. Our presentations include: Industry-focused sessions including OpenText Analytics for Financial Services. Hear how we add value in common use cases within the financial industry, including customer analytics, online consumer banking, and corporate treasury services. Showcases of hot new functions like Creating Intelligent Analytic Bots for Slack (the popular online collaboration tool). Personalized training in OpenText Analytics. Our three-part Hands-On Analytics Workshop can get you from an absolute beginner to competent user, harnessing the power of Big Data for better insights and build compelling data visualizations and interactive reports and dashboards. Technical deep dives with popular tools such as Business Performance Management Analytics. We’ll show you how to use OpenText Analytics to measure KPIs and performance-driven objectives, including the popular Balanced Scorecard methodology. A fascinating use case: Financial Contract Analysis with Perceptiv. See how customers are using our advanced analytics tool to capture, organize, and extract relevance from over 200 fields in half a million financial derivative contracts. How Many Lawyers Does It Take to Analyze an Email Server? Learn how lawyers and investigators are using our cutting-edge OpenText Discovery technology, including email  mapping, concept-based search, and machine learning, to find the “smoking guns” in thousands of pages of email. Click here for more details about attending Enterprise World. See you in Toronto!

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For 2017, OpenText Enterprise World is a Business Network Event

customer experience

If you’re a Business Network customer, OpenText Enterprise World 2017 is a must-attend event. OpenText Business Network has grown and evolved to become the leader in global B2B information exchange services. And we have invested and innovated to deliver new sources of business value with managed services, supply chain insights, P2P automation, cloud fax and notifications, and more.  Attend Enterprise World 2017 to experience the new Business Network: Hear from your industry peers how B2B Managed Services drives out cost, as well as accelerates time to market and improves customer service—both driving top line growth. Get a first-hand look at how our developments in analytics and process orchestration can help your business gain critical business insights and optimize complex integration processes. See the latest product and service innovations in action, and learn what’s on the horizon as we share strategic investment plans and product roadmaps. Gain the tools to enable your digital transformation initiatives with the latest market research on trends in digital supply chain, including disruptive technologies such as 3D printing, drones, IoT, block chain, and Big Data. Meet and interact with the experts in product, development, and support. Below are just a few of the ‘can’t-miss’ sessions in the Business Network track of 30 breakouts: BNN-101: How Digital Disruption is Driving New Supply Chain Transformation Initiatives BNN-103: Gain Supply Chain Intelligence with Trading Grid Analytics BNN-107: Simplify & Optimize Your SAP Implementation with B2B Managed Services BNN-202: What’s New in RightFax 16.2? What does the future of digital supply chain and secure information exchange hold for you and your organization? Find out at OpenText Enterprise World 2017.  Register today!

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Are you Delivering a Sunshine Experience?

experience

It’s amazing how even the brightest ray of sunlight can ruin months of work. Several years ago I was part of an industry team working on developing a set of standards for a defined group of symbols and colors to be used in the way that automotive service information was to delivered. We worked diligently for several months to come up with the right experience. Then we built a prototype and showed it to several service technicians who all liked what we had done. Then we visited one technician to proudly show of our work, but he didn’t want to meet us in his office. He wanted to use the prototype in a real-life scenario. Outside, next to a big greasy machine! It was all going well until the sun came out from behind a cloud, hit the laptop screen and promptly made everything we had done unreadable; the color palette we had selected washed out and everything looked the same. Back to square one on designing the experience! I was reminded of this after stopping to get gas on the way into the office yesterday morning. My local gas station has pumps with a nice big digital screen front and center. Once you have selected your gas and started pumping it plays a mix of short TV news and entertainment clips, along with some marketing messaging. Yesterday the rising sun was at just the right angle to make the screen almost unusable for both delivering the step by step instructions for purchasing and pumping gas, and for any of the digital marketing designed to engage and entertain me for the few minutes it took to fill the car. A simple lip across the top of the screen that would provide some shade would have probably fixed the problem. Recently a friend of mine tweeted that it’s a mistake to only test your marketing content on giant monitors. You should review content on the mobile devices your users will use. Excellent advice, but based on experiences like the ones outlined above I believe that to ensure the sort of customer experience that we believe we are designing and delivering we should also test indoors and outdoors as sun glare and lighting conditions can impact the experience. And not just the mobile devices either; as the customer experience moves beyond the browser, we should also be thinking about embedded screens in “Internet of Things” connected products, or seat backs, digital signage, or other outdoor static screens. The list is growing and so are the environmental factors that will impact the customer experience. Find out more about OpenText™ Experience Suite.

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OpenText WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?

contact center goals

Hopefully you’ve already taken a moment to check out the OpenText™ WFO 2017 Video Commentary Series and read our previous blog posts which highlight some of the valuable insights shared by our panel of expert analysts and practitioners. In this series of blog posts, we’re up to number 5, and I’d like to take this opportunity to introduce you to my colleague, Roger Lee, who is also well known in the contact center community as Dr. WFO – although I would guess that many of you already know Roger pretty well given the extensive evangelism he puts out there in customer meetings, industry events and online. Roger is our host for the 2017 Video Series, and that’s his smiling face welcoming you to enjoy and learn from the commentary when you visit our website. In addition to hosting the series, Roger also contributes to the wealth of information shared by offering his own take on each of the series questions. In the case of question 5, when it comes down to figuring out the best way to coordinate contact center goals with other business units, Roger makes it clear that proactive communication from the contact center out to other departments is the most important thing to do. This is what breaks down the usual silos found within too many businesses. View Roger describing a real world use case in some detail where a contact center worked closely with marketing to understand an outbound campaign, feeding valuable information back to marketing so that changes could be made to call scripts and advertising promotions. This close collaboration significantly reduced customer effort because self-service orders were made easier and sales calls were handled more efficiently. And this in turn reduced average handle time (AHT). It was a win/win/win success: the customers were happier with the service, the call center reduced an important KPI, and the marketing campaign contributed to higher sales. This is just one example of the insightful information share by our panel of experts, so take a moment or two and view and hear what the others have to say. In all, our speakers answer eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? You can continue the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts: Question 1, authored by Steve Graff Question 2, from Alan Porter Question 3, by Roger Lee, aka Dr. WFO, and Question 4, by Matthew Storm The entire OpenText WFO team and I hope that you’re enjoying our 2017 Video Series.  Continue the conversation with me @BrianHardyman or with the entire team at @OTQfiniti. We’re here to help, to listen and learn from you too. So keep in touch.

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Are Neo-Luddites Giving Digital Transformation a Pass?

A feature does battle with a smartphone

At the beginning of the 19th century, English textile workers called Luddites destroyed weaving machinery to protest “the fraudulent and deceitful manner” in which the “modern” machinery was bypassing standard labor practices.  Their fear that technology was threatening their jobs has made Luddites synonymous with an opposition to industrialization and technological progress. Today, some of these Luddite-inspired trends are alive and well in the “neo-Luddites” who resist the pull towards a world where digital is the norm, rather than the exception. While they are not destroying the modern equivalent of weaving machines, they still show a resistance to technology. New Luddites and their turn away from the latest tech When it comes to technology adoption, only 28% of Americans hold strong preferences for being early adopters of new technology products, with 26% placing themselves at the opposite end of the spectrum, indicating a stronger preference for familiar technology products. These statistics confirm that certain segments of the population will always hang on to older technology, requiring businesses to offer customers the experience they desire, regardless of how they choose to interact. The latest tablet with high-resolution display is simply not for everyone, and those less inclined to adopt new tech won’t change just to engage with your company. Across the marketplace, lower-tech trends are surfacing. Recently, Nokia rebooted its 3310 in Europe, 17 years after its first launch. At around $51, its battery lasts an amazing 31 days but its features are designed for the customer who basically just wants their phone to make calls and not much more. Even in the workplace, the trend of lower adoption of new technology is evident, with one study saying that “old-school” methods of emails, phone calls, and texts still make up 75% of all communications with co-workers. The voices of those craving a less digital path are definitely out there. An omni-channel customer experience that includes everyone For this reason, organizations are wise to implement the full breadth of omni-channel capabilities, to accommodate customers whether on the company website, via mobile devices, or through more direct, potentially less digitized, communications. Catering to customers who prefer a super-rich, perfectly orchestrated website experience, as well as those who prefer a lower tech interaction, requires organizations to take an omni-channel approach that is mindful of each group’s unique needs. A truly omni-channel solution will allow you to deliver personalized experiences that give each user what they’re looking for at every point of interaction—physical or digital, direct or on any device—across every phase of the customer lifecycle. This approach allows businesses to maintain the high-touch, customer-centric service that all your customer deserve, whether neo-Luddite or early adopter. Digital transformation is happening everywhere, and though it is an imperative to remaining competitive, it doesn’t always track exactly with the personal technology choices and preferences of customers. Every business needs to capture information across multiple channels, whether data comes in from a call center as a voice file, or in clickstreams from online orders. Businesses have to be able to understand it all; structured and unstructured. Customers are in control, so your business has to be ready to handle those preferences. So when you encounter a modern-day Luddite, be sure not to bury your head in the sand; remain agile as you cater to the younger generations, and don’t ignore the preferences of your existing base. Remember that information is everything, and providing a unified and consistent experience for all customers will determine your success. Find out how your organization can get more value across the customer lifecycle. Check out OpenText Experience Suite 16.

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