Release 16

Thoughts From Digiruption Indaba South Africa

Digiruption

Digiruption Indaba is our customer day in Africa – Indaba means ‘gathering’. This year, Digiruption was held at the Galleria in Johannesburg. And what a day it was! Fully packed with highlights. I’ve had the privilege of attending this event for the last 2 years and I’m amazed at the number of customers and partners that attend. This year we finished at just under 400 in total which was a great effort. After some energetic drumming to get everyone excited for the day, Country Manager Lenore Kerrigan acting as host gave a welcome address to everyone and thanked them for attending. This included long term customers, partners and the new customers who joined our family from ECD, HP and others. This was followed by a welcome message and video presentation from OpenText CEO and CTO Mark Barrenechea (who was unable to join us this year). Lenore then introduced our first guest speaker. “Exploration drives Innovation” Our first guest speaker was Dr Adriana Marais from SAP. Adriana is Head of Innovation at SAP Africa working on such diverse projects as Quantum Cryptography, Block chain and automated drone delivery. During her presentation one of these points was demonstrated by being joined by a drone on stage! All of which are joined by a common thread of being innovative, leading edge and of global benefits.. but wait.. As if those diverse projects weren’t enough to keep her busy, Adriana is one of the final 100 candidates for the extraordinary Mars One Expedition (you can learn about that here and here). She spoke passionately about how the next step for humans to solve our problems can only be found in Space and specifically on Mars. I think everyone came away with a great appreciation and a sense of ‘awe’ at people like Adriana who are prepared to take on some of the largest problems in the world, and solve them. “The best thing about social media it is allows anyone to be a celebrity, and the worst thing is it allows anyone to become a celebrity” Following that on the keynote was Emma Sadleir, who is a consultant lawyer and author specialising in Social Media Law. In her energetic and informative presentation she gave many examples of how to use Social Media correctly and how both famous and more importantly employees use Social Media incorrectly and what the liabilities are for both the company and the employee. Illustrating each point with examples and she had a fair few number of people quickly checking their Twitter accounts! I have asked Emma for her permission to use her image here (but this proves I was listening as if I had used it without permission I could have broken some laws.) The 4th Industrial Revolution and the OpenText Future Sandwiched between the two guest speakers, we had Thomas Dong, VP of Product Marketing presenting the OpenText keynote on our Strategic Direction, the impact of the 4th Industrial Revolution and the new technologies that affect and inspire Digital Transformation. Before that, Detlev Ledger had chaired a panel of our customers, (Capitec, Distell, MediClinic, NHLS and SANBS ) discussing such topics as their use of OpenText (including ECD), their future plans, experiences and their thoughts on the future of EIM. Lunch, Technology, Customers, Public Sector and the Silent Disco… After a nice lunch (including the High Commissioner for Canada saying a few words) everyone was free for some time to mingle with the partners and network. One of the things I’d not seen before was a partner innovation track – similar to a Silent Disco (for those of you not in the know – it’s where you all wear headphones to dance around in silence.. yeah, I wasn’t certain as well!) but in the context of partner day it allowed the partners to give a 15 minute breakout where the audience were not distracted by the background noise of the event. During the afternoon we had breakouts across three tracks and I visited breakouts in all 3 sessions and was pleased to see the partners and customers alike attending and interacting. The 3 tracks were based around OpenText solutions, Customers (all presented by customers) and Public Sector (which makes a sizable part of the African customer base). In the technology track myself, Albert Tay and Arsalan Minhas covered topics such as what’s new in EP2, low Code with Process Suite, where to being with Digital Transformation and AI Implications for the Enterprise. In the Customers track, Distell presented their Release 16 (Distell are a long time customer and are typically one of the first organisations to deploy any new Content Server releases) Capitec Bank (its great to see our new ECD customers already comfortable to talk at an OpenText event) described their approach to Client Centricity. Finally, Mediclinic presented how xECM for SuccessFactors is allowing them to achieve their goal of a central HR functions. Mediclinic are the first customer of OpenText’s to be live on the xECM for SuccessFactors solution and have a great story to tell. In the public sector track we had another ECD customer, the Department for Social Development, presenting their Social Grant Appeals Process, the South African National Blood Service talked about their enterprise wide OpenText and SAP Implementation and finally the National Health Laboratory Service presented their ECM journey. Awards and Final Thoughts Following the event we all adjourned to the roof of the Galleria for food and well deserved cocktails and prize giving to watch the sun go down over Johannesburg. Amongst those receiving prizes were SAP for partner of the year, MediClinic for Go-Live project of the year, Capitec for Customer Visionary, and Engen for Customer of the Year. What really stood out at the event for me was the level of investment and trust that the customers have placed in OpenText and how critical in most cases our solution. Be it from face-to-face discussions or email feedback from various companies, the response to our EIM strategy and acquisitions was overwhelmingly positive. So, from all of us at OpenText attending to all our customers and our partners, Thank you for helping is have a great customer day and hopefully we will all see you each other again next year. Photos by Des Ingham-Brown, Blowfish Productions

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Getting Hands On With Release 16 and OpenText Professional Services

Professional Services

Over the last year OpenText™ Release 16 solutions have been implemented by customers around the globe. With the acquisition of complementary document and customer experience products in the last 12 months, OpenText now has the most complete, integrated digital information platform in the market. As your organization focuses on an EIM strategy, OpenText Professional Services can provide the “how to” guidance and hands-on expertise needed to plan, integrate and execute effectively with our solutions. Our Professional Services teams have amassed a wealth of experience and best practices working with our customers on planning, designing and building end-to-end solutions that support and optimize key business processes. There is no better place to gain practical assistance and guidance than Enterprise World 2017 in Toronto, Canada July 8-13. This is the largest event ever for our services experts to be there to help you with your EIM strategy, Release 16.x upgrades, consolidating and integrating legacy systems, migrating to the cloud and realizing EIM benefits of all types. Here are some highlights from the many “how to” opportunities available at the event: Learning Services Training Over 35  training courses and workshops will be offered in Toronto. Make the most of your Enterprise World experience by joining these different interactive and informative sessions that will be presented by OpenText experts on July 8-10. Some sessions focused on how to make the most of Release 16 include: OpenText EIM Adoption Strategy Workshop: 2 day course (U-TR-6-5009) Upgrading to Content Server v16: 1 Day Course (U-TR-3-0137) Process Modeling for Process Platform v16: 3-day Course (U-TR-4-4913) Content Server Installation and Configuration v16: 2 Day Course (U-TR-3-0187) Engineering Document Management Suite: 2 Day Course (U-TR-2-0235) Implementing OpenText Media Management v16: 3 day course (U-TR-3-0805a) Documentum Technical Fundamentals : 3 day course (U-TR-3-8010a) Meet with our Professional Services Experts in the Expo hall There will be a significant area focused on Services in the Expo hall this year. Join us at the theatre to learn how to: Upgrade to Release 16.x Migrate to the OpenText™ Cloud Reduce TCO with Optimize service programs Realize EIM strategic goals with Release 16 Practical applications for OpenText™ Content Server Learn how GDPR will impact your business Bring your questions to the Professional Services Expo Theater and our Services experts will be happy to share insight and options for you. Professional Services led Breakout Sessions Optimize your investment with OpenText Services Programs (EIM-100) How to Measure and Enhance User Adoption (EIM-200) GDPR for Compliance & Business Advantage – 10 Things You Can Do Now (EIM-300) OpenText Cloud Breakout Sessions OpenText Cloud – Strategy, Offerings and Meet the Experts (CLD-200) Reduce your TCO by up to 40% by Moving Your Application to the OpenText Cloud (CLD-100) Hear from the Experts on the How, Why, What, Where & When of Moving to the Cloud (ECM-210) Breakout Sessions: EIM Strategy and Total Cost of Ownership Fueling Digital Transformation with Secure Information Exchange & Omni-Channel Messaging (BNN-203) Creating Intelligent Analytic Bots for Slack Using OpenText Analytics (ANA-203) Business Performance Management Analytics (ANA-100) Enterprise World 2017 offers the best chance to learn about the advantages or EIM, the benefits of Release 16 and to gain insights and concrete “how to” advice from our Services experts. Register for the event, the courses, the breakouts and the meetings. We look forward to seeing you there! For more information visit our Enterprise World 2017 site.

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What a Year can do for you: Process Suite 16 EP2

low-code

It’s been a year since we brought Release 16 to the market, and how time flies! For OpenText™ Process Suite, Release 16 was significant with the new low-code application development capabilities. A lot has happened in a year. Low-code has become an industry standard term, and we’re seeing customers and partners around the world quickly building, testing, and iterating applications in days and weeks versus months or years. The adoption trend is definitely heading up and to the right. With the ability to address business needs more quickly and effectively, low-code application development is helping companies move forward toward their digital transformation goals. Thinking about digital transformation as a journey and not a destination redefines how we innovate, regardless of industry. Digital transformation accelerates the pace and scalability of a business, and it creates opportunities for new ecosystems to thrive. Yet it also demands more flexibility and speed to get applications to market and adjust them according to ever-changing market dynamics. So over the past year, with Process Suite EP1 and EP2, our focus has been to make low-code more effective and customer applications more impactful. In EP2 we’ve added major enhancements to improve the application development capabilities, from design time improvements in the entity modeling designer for creating, modifying, and customizing forms and building blocks to security enhancements that support conditional properties to manage access and passing of controls. These new capabilities and enhancements allow greater control and ease in developing the user experience for an application. To support the critical need of connecting processes and content, especially for case management applications, we’ve deepened the integration with OpenText™ Extended ECM for Process Suite, which enables users to connect documents to entities and configure for additional metadata. We’ve also added a new configuration report function that provides administrators with a complete report on various configurations related to Extended ECM in Process Suite and status to validate the configurations and take corrective steps if necessary. In addition to easing application design and adding greater forms controls, EP2 also improves integration with external systems to support a key need for case management: the ability to follow the case across applications and systems. We’ve made this easier with a series of enhancements that include a pluggable EIS connector framework to bring external data into Process Suite as entities to use in an application, the ability to import data from external databases and use them as entities in an application, enhancements for the EIS connector to manage external entities and integrations, and better support developer integrations. With EP2, it is now even easier for case management applications to do more, change more, and connect with content better. The tight integration between content and processes connects the right person, system, or thing with the content it needs—at the right time. To learn more about Process Suite 16 and how low-code can help your organization, check out the Process Suite Executive Overview or join us at Enterprise World this July and meet with process and low-code experts and customers who can answer questions and provide insight on how you can use Process Suite to drive toward your digital transformation goals.

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AI-Enhanced Search Goes Further Still With Decisiv 8.0

Decisiv

OpenText™ Decisiv extends enterprise search with the power of unsupervised machine learning, a species of AI. I recently blogged about how Decisiv’s machine learning takes search further, helping users find what they’re looking for, even when they’re not sure what that is.   Now, Decisiv 8.0—part of OpenText™ Release 16 and EP2—takes the reach and depth of AI-enhanced search even further. Take Search to More Places In addition to being embedded in both internal and external SharePoint portals, Decisiv has long been integrated with OpenText eDOCS, enabling law firms to combine AI-enhanced search with sophisticated document management. Decisiv also connects to OpenText™ Content Suite, Documentum, and a wide range of other sources to crawl data for federated search. Decisiv 8.0 expands these integrations with the introduction of a new REST API. With this release, administrators can efficiently embed Decisiv’s powerful search capabilities into an even broader range of applications, such as conflicts systems, project management, CRM, and mobile-optimized search interfaces. Take Search Deeper Other enhancements in Decisiv 8.0 include a new Relevancy Analysis display, which shows researchers precisely why their search results received the rankings they did and even lets them compare the predicted relevance of selected documents. This enhancement helps researchers to prioritize their research more effectively and administrators to understand how the engine is functioning and being leveraged across the enterprise. New Open Smart Filter display options also help researchers benefit from using metadata filters to zero in on useful content. By opting to automatically show the top values in each filter category (left side of the screen below), administrators can educate researchers on how to use filters for faster access to the content they need, without training or explanation. Decisiv Goes Beyond Legal Decisiv’s premier law firm customer base leaves some with the impression that Decisiv is just for legal teams. In fact, Decisiv’s machine learning isn’t limited to any specific industry or use case. That’s because it analyzes unstructured content on a statistical basis, rather than taxonomical. (Surprisingly, sometimes lawyers do lead the way on versatile technology.) …and Decisiv Goes to Toronto Learn more about Decisiv Search and our other award-winning Discovery Suite products at Enterprise World this July. You’ll hear from top corporate, law firm, and government customers how their enterprises are leveraging OpenText’s machine learning to discover what matters in their data.

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How Mature Are You? Embrace Digital Transformation in Measured Steps

digital transformation

Embracing digital transformation will not typically be a step function or a sea-change for most organizations. It is an evolution—a path of measured steps. To make digital transformation meaningful and digestible for your organization, focus on your digital maturity.  Where are you today, and where do you need to be in one, three, or five years?  Benchmark internally, to industry peers and leaders. Research from SCM World (now Gartner) provides a model to benchmark current maturity relative to industry peers, and it outlines a roadmap of steps others have taken in their journey to digital supply chain maturity. Research from IDC outlines the business benefits of digital maturity in the supply chain, where “leaders” compare to “laggards” with: 156% Faster invoice processing 89% More responsive to unforeseen events 48% Improvement in customer order delivery time 35% Faster inventory turns 22% Reduction in cash conversion time 16% Increase in successful product launches 3% Improvement in perfect order rate If digital transformation is an evolution of maturity, consider the importance of having your digital information backbone—connectivity, exchange, and integration—mature with you. Solutions to today’s immediate needs may not get you where you need to be to thrive in the future. OpenText™ Business Network 16 EP2 introduces several enhancements that help organizations mature their digital supply chain and secure information exchange—all built on the core foundation of digitizing the exchange of structured and unstructured content with your trading partners and customers. Gain deep supply chain insights. Mature beyond information exchange to providing advanced analytics on business transactions. EP2 extends OpenText™ Trading Grid Analytics and data blending capabilities to all OpenText Messaging customers. EP2 also provides extended support for Automotive, High-Tech and global Retail industry standards. Optimize unstructured data exchange. Move beyond send and receive fax reports to analytics that help optimize business processes. EP2 introduces Analytics for OpenText Notifications and OpenText™ Fax2Mail in the cloud, as well as OpenText™ RightFax Analytics for on-premises users. Manage orders anywhere, anytime. Consider evolving customer responsiveness with new mobile support for OpenText™ Active Orders, enabling users to review, accept, or reject orders on the go. Manage non-events to reduce risk. Mature operational efficiency and agility with advanced supply chain event management. A new Business Event Notification service in Business Network 16 EP2 empowers users to create real-time alerts of events and non-events (e.g., it’s Monday 9:30 a.m. and I haven’t received my typical 9 a.m. order from Acme Corp.) to quickly identify issues and improve responsiveness—all from within primary business applications such as SAP Expand digitization to the entire ecosystem. Expand digital transactions from larger trading partners to those still using paper and email attachments. EP2 extends data quality and automation by auto-provisioning non-EDI partners who still email PDF invoices Integrate complex business processes. With the integration of OpenText™ Process Suite into the Business Network, EP2 enables organizations to digitize and integrate complex and unique business processes—evolving beyond automation of simple linear information flows See these and other Business Network EP2 solutions in action at Enterprise World 2017, July 10-13 in Toronto.

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OpenText Experience Suite EP2 Release Brings Powerful Features to Build Compelling Customer Interactions

Experience Suite

The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations, and Analytics, plus the talented people behind them, provide a strong offering in Customer Experience Management (CEM), a critical component of customer engagement. Overall the Customer Experience Management portfolio of solutions already raises the bar for dynamic and personal customer engagement with industry-led solutions designed to make it easier to engage with customers using multiple channels and devices. The new OpenText CEM Suite Enhancement Pack 2 release, brings together many new innovations across the product portfolio linked around the central themes of: Better customer engagement Improved product integration Evolution of content management and delivery Improved usability EP2 Highlights by Product To continue improving your customers’ experiences, we’re excited to announce the following new features: With EP2 we introduce the new Exstream release 16 platform, a unified Customer Communications Management solution for ultra-personalized communications that allows business users to optimize customer engagement through the design and delivery of omni-channel, consistent, compliant, communications — delivered anytime, anywhere. OpenText™ Media Management is seeing some updates as well. To add to its best-in-class rich media management capabilities, we’re introducing enhanced marketing collaboration tools to accelerate and simplify marketing and agency collaboration, as well as a new “frictionless” integration with the Adobe Creative Suite, and improved dynamic media delivery services. These will assist with the integration and publishing of assets and ensure adaptive and responsive multi-channel experiences. With the Teamsite EP2 update  you can easily preview personalized digital experiences. Now, you can compare how digital content looks for different target audiences in a single view.  For instance, you can preview two versions of a web page – one that targets a high earners segment and another that targets students. You can pull up and compare the content each audience sees, side by side. OpenText™ Qfiniti allows you to capture the voice of the customer with new web and phone based surveys. The OpenText Qfiniti Outbound Voice Survey and Outbound Web Survey cloud service can automatically generate surveys in real-time based on triggers assigned to a contact center call. EP2 Updates for other products in the portfolio include: Content Hub for Publishers – New dashboards, and story editor enhancements MediaBin – Portal client enhancements, and access to the image-editing tool directly in the user interface Optimost – multi audience testing, and content targeting Web Experience Management – Richer user profiles, and an Audience Manager Web Site Management – improved analytics reporting, and Dynamic Groups Teleform – Integration with Content Server, and OTDS LiquidOffice –Integration with Sharepoint, and OTDS Experience Suite is dedicated to maximizing the power of your brand through your customer’s interactions with it, and with EP2’s updates we’ve created even more powerful and compelling ways for those interactions to happen.

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This May the Fourth, Take a Lesson From the Dark Side

unsecured content

A long time ago in a galaxy far, far away, the future was decided by unsecured content. It’s May the 4th  so a perfect excuse to have some fun celebrating an incredible cinematic achievement and spotlighting the importance of a strong information governance program. Not seeing the connection? It’s a lot closer than you may think. Obtaining, protecting, and using the plans to the Death Star are central to the plot of this classic movie. Luke would never have been more than a womp rat exterminator without them. And we can reframe the movie’s classic storyline in traditional business terms — essentially, lax information security allowed the rebel competition to derail a certain empire’s growth strategy, damage their brand, and spoil a key product launch. Not that much different than the headlines we see regularly here on Earth! Truth is, effective information control remains an area where almost every organization is lacking. And the risks continue to grow, ranging from stifled productivity to non-compliance to privacy leaks to, yes, enraging a huge guy in a cape and mask who can force-choke you from across the room. There are solutions. New technology advances have paved the way for lightweight, unobtrusive governance applications that are easier to implement, more cost-effective, and more user friendly. They’re driving a new way of thinking about governance and content management. Here are three key areas where next-gen technology is making a huge impact: 1. Keep it simple. Huge, moon-like space stations capable of destroying whole planets are incredibly complex, but the systems that support it don’t have to be. It’s time to dispel the myth that effective content management has to be complicated, rigid, and a drag on productivity and innovation. Unstructured information is what gives knowledge workers their power. It surrounds them, penetrates all business processes, and binds the enterprise together. Organizations are finding that integrating unstructured information with the lead applications where process-based work takes place ensures relevant content is available when, and where, it’s needed. The new OpenText™ Content Suite 16 EP2 helps aggregate, connect, and distribute all your unstructured information — whether it’s from the whole empire or just one remote outpost — to drive collaboration and insight, improving competitive advantage, customer service, and chances of galactic domination. And speaking of collaboration, OpenText™ Brava! for Content Suite helps collaborators around the galaxy — or just the globe — review and comment on drawings and documents in one simple interface, keeping it safely in the repository and out of the hands of rebel scum. 2. Automate metadata, classification, and organization. It shouldn’t take two droids several minutes (an eternity in droid-time) to find all the trash compactors on the detention level. (And let’s not get into trying to figure out why a trash compactor has vents to a hallway and some strange tentacled creature living in it.) Their issue possibly stemmed from a governance program that left the assignment of engineering document metadata up to individual users — some tagged it a trash compactor, others labeled it a garbage masher — leading to confusion when it really mattered. OpenText™ Extended ECM Platform helps organizations avoid trash compactor mishaps by automatically assigning metadata and creating folder structures based on the business process involved. It allows emperors and clones alike to create templates that tag every compactor location with consistent, complete attributes. 3. Apply permissions by role. When everyone is a clone, how do you know who should have access to certain files? Are those the HR clones? They get access to personal information, right? Or is that just because they’re armed and menacing? With OpenText Extended ECM applications, you can apply permissions based on role, then assign those roles to workspaces (and the folders and unstructured content found within). This way, you eliminate a lot of permissions headaches and possible security breaches. These are not the files you are looking for, HR clones. Move along. As you can see, art does imitate life. Even sci-fi masterpieces draw on the business challenges us terrestrials face every day. Maybe you need to substitute “customer communication” or “vendor contracts” for “trash compactor,” but the fact is, internal and external forces can wreak havoc with uncontrolled content. By changing their approach to enterprise content and its governance, organizations are now able to safeguard their most important asset while improving productivity and collaboration. It’s a revolutionary concept and one worth exploring further. Don’t let your organization be on the Dark Side of the digital revolution. Join us at Enterprise World 2017 this year and get the whole blockbuster experience.

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Bring Content Into Context of the EcoSystem with EP2 (SAP, Sharepoint, SuccessFactors, Salesforce, Oracle) and More

EcoSystem

Many of the OpenText EcoSystem products (quick reminder – EcoSystem products are solutions for SAP, Microsoft, Salesforce and Oracle) are part of the EP2 release, building on the foundation laid down last year with Release 16 and adding features requested by you, our customers to improve productivity and speed to implement. xECM Platform: the xECM family of products has grown from xECM for SAP, Oracle EBS and Microsoft Sharepoint this year with new products xECM for Process Suite and xECM for Engineering Documents all based on the platform foundation. You can find more details about these xECM versions, as well as the rest of the Enterprise Applications in the Content Suite EP2 launch blog here, but wait – don’t go just yet, there’s lot’s more to read here too! xECM the platform EP2 has new features to improve Workspace Creation from the lead application, better browsing and View integration as well as Batch Creation. Also, and probably most importantly, Completeness Check. This much requested feature from our customers ensures that a workspace is fully populated, be it a HR workspace for SuccessFactors, or an opportunity workspace for Salesforce. Of course, all of the features in the Core platform are available within the various version of xECM as well. xECM for SAP EP2 continues its market leading, Pinnacle Award winning (10 years in a row) integrations into SAP applications with support for SAP Hybris Cloud for Customer, offering full support for EIM into the Account, Lead and Opportunity workspaces integrated into the C4C UI. To support organisations moving to S/4 HANA Cloud, xECM now extends the CMIS interface to support the SAP CMIS profile. Finally, enhancements have been made to the Business content windows and to the way metadata properties are assigned – improving the implementation times and reducing the need for custom development. xECM for SuccessFactors EP2 adds some very impressive new capabilities including support for HCM on premise. This is critical for customers who have HCM and are migrating to SAP SuccessFactors as you can now view employee data from two systems connected to a single Employee File. Other features include document completeness validation – ensuring all documents are present when a workspace is created and finally, Duration management capabilities to schedule automatic HR document follow ups to aid in HR compliance (e.g. automatic reviews, escalations and expiry dates). These are just the top 3 features in xECM for SuccessFactors however there are many more. xECM for Salesforce EP2 is all about support for Lightning. With EP2 OpenText upgrades the widget integration to Lightning, Salesforce latest experience platform. Following Lightning design principles the integration of the OpenText widget can be flexibly configured to deliver modern enterprise apps. Building on the Lightning design also allows xECM For Salesforce Ep2 to be fully mobile xECM for SharePoint EP2 adds new capabilities to support search, browse and favourite Business Workspaces from within Outlook, making it seamless to add emails to a workspace both from the desktop and web interfaces. Also in EP2 is support for Office Groups integration allowing users to view group calendars, tasks conversations and notes into the Business Workspace and finally a new Search Widget allows Office 365 users to search natively for content in the xECM repository. xECM for Oracle EP2 receives a new coat of paint and now supports the new Smart UI as well as the classic UI, fully integrated into the Oracle EBS (12.1 and 12.2) UI as well as the platform capabilities outlined above. It’s not just xECM – EcoSystem products that offer specialised capabilities are also covered with EP2: Microsoft Application Governance and Archiving EP2 (AGA) is given the same capabilities as xECM for Sharepoint to support search, browse and favourite Business Workspaces from within Outlook, making it seamless to add emails to a workspace both from the desktop and web interfaces. Outlook is where collaboration happens, but it must not become a silo and the new EP2 capabilities helps solve that problem. As well as Outlook integration, AGA also includes the same Search capability to allow users to search inside the archive for content from Sharepoint. There are also some additional enhancements to simplify common tasks and configuration when archiving content from Sharepoint to the Archive Document Access and Archiving and Archive Center for SAP Solutions, Cloud Edition EP2 has enhanced support for the SAP Fiori UI with the new Business Object Browser, ensuring that all content is properly presented in context. In addition they contain more flexible layout in the SAP Business content window. Document Access has a new asynchronous report for record declaration to enable full text search of existing content. Recently licensed features of Archive Center Cloud Edition are CMIS interfaces and file share archiving and additional enhancements to the Archive Center application SAP DAM EP2 (just to remind you this is the number 1 rated DAM solution on the market, and the only solution preferred by SAP Hybris – in-case you forgot) has an all new Workflow engine to reduce the time and complexity in setting up the platform with a more lightweight workflow engine. In addition to a host of new UI features, SAP DAM is further integrated into the new Customer Experience capabilities of Hybris 6.x releases, and SAP DAM 16 EP2 exposes new widgets to ease integration into Hybris smart edit. We also gain advantage of the improvements made to the OTMM platform, on which SAP DAM is based and extended (you can read about some of these here) Document Presentment does have an EP2 release, however there are so many new capabilities within this product, it deserves a blog in it’s own right – to follow shortly Employee File Management EP2 received some minor updates and fixes. For customers who are wondering where the EP2 launch is for VIM and Business Center – don’t worry, we’ve got you covered in the EP3 launch later in the year. EP2 for the EcoSystem continues to expand on the foundation of Release 16, making xECM the platform even more the future of ECM, by bringing Content into Context, as well as making the other applications in our Portfolio even more mission critical. And keep reading our EcoSystem blogs for details on upcoming events including a South African Customer Day, Digiruption, SAP Sapphire and Enterprise World 2017.

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OpenText Qfiniti 16.2 – Created for Results, Designed for Coaching

Qfiniti 16.2

For over 17 years, OpenText™ Qfiniti customers have been asking callers to “stay on the line at the end of the call for a short survey about your experience.” And for that same amount of time, the Qfiniti Survey solution has been linking feedback to interactions and engaging the contact center workforce to take the voice of the customer (VoC) seriously. Today, we launch Qfiniti 16.2, equipped with new cloud-based outbound web and voice surveys deliver results for the contact center and beyond. Build Powerful Surveys In the new version of Qfiniti Survey 16.2, customers can build, trigger and deliver outbound voice and web surveys in the cloud. Question Definition – build survey questions, answer definition, certified Bain and Company NPS®, branching, jumping and configuration – all from an intuitive user interface designed to unify survey forms regardless of delivery method or language Customized Branding – use your brand details to customize survey invites with a click of a button and easy-to-use tools for recording voice surveys Frequency Management – reduce survey fatigue by controlling survey invites over time Unified Survey Forms – build inbound and outbound, phone and email surveys in a the same tool unifying form management and consistent reporting Trigger Surveys through Analytics After survey forms are created, Qfiniti Survey handles the email for the web survey and phone call for the voice survey directly from the OpenText Cloud. Invite Credits – outbound voice and web surveys are sold as invite credits allowing you to control costs throughout any survey campaign User-Defined Triggers – build survey triggers based on any factor – transaction type, employee, group, interaction duration, and many more Smart Campaign Triggers – uniquely trigger surveys to specific customers based on speech analytics triggers such as topic of conversation, sentiment or emotion Coach with VoC Insights and Persona-Driven Dashboards Customer surveys in Qfiniti have always been attached to the interaction and employee for coaching. And now, with new cloud-enabled web and phone surveys, the same is true and tied back to the entire evaluation process. Agent Dashboard – employees can reviewing coaching, self-evaluate and even playback interactions from survey results Persona-Driven Dashboards – create widget-based dashboards for marketing, retail and enterprise-wide personas Cross-Tabulate – new cross-tabulation widget allows users to compare any two values – speech, survey and interaction CRM or CTI data Would you like to take the new OpenText Qfiniti 16.2 for a test drive?  Reach out to your account executive for a demo or DM us on Twitter at @OTQfiniti for a quick preview. Of, if you prefer, read how Forrester recently named OpenText Qfiniti a “Strong Performer” in its Wave of Workforce Optimization suites — download a copy of this report today by clicking here.

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5 Ways Content Suite 16 EP2 Drives ECM Success

Content Suite

Today, OpenText released Enhancement Pack 2 (EP2) for OpenText™ Content Suite. These enhancements build on the revolutionary functionality introduced in last year’s launch of Content Suite 16. We’ve received overwhelmingly positive feedback from customers who have been quick to adopt Content Suite 16 for its intuitive Smart UI, Connected Workspaces for repeatable collaboration, and deep integrations to leading business applications. This valuable feedback, along with validation from industry analysts such as Forrester, continues to reinforce that OpenText is on the right path in rethinking ECM. Enterprise content management is moving away from its traditional implementation as a monolithic, one-size-fits-all application toward providing a set of content services that can be used to build lightweight, discrete applications and embed ECM functionality into the applications that drive business. Let’s take a look at 5 key areas where Content Suite 16 EP2 embraces this evolving vision of ECM: 1. Transforming the user experience and improving personal productivity by providing: An expanded set of collaboration tools, including a redesigned wiki that provides users with creative ways to author and collaborate A new Content Server Mobile application with its own Smart UI-based user experience A growing set of features optimized for ease of use are now available in the Smart UI including Records Management, Physical Objects, and Brava! 2. Strengthening integration with the productivity suites users work in every day: Office 365 Groups can now be integrated with Business Workspaces — users can view and access shared calendar items, notebooks, and conversations from an associated Office 365 Group directly in a Business Workspace in Content Suite Users can now open, edit and co-author Microsoft Word, Excel, and PowerPoint documents using Office Online directly from Content Suite Connected Workspaces are supercharged with a new Outlook Add-in to browse Business Workspaces and store content in Content Suite Watch a demo of OpenText Content Suite EP2 3. Enhancing information flows and automating business processes by: Making it easy for users to start and participate in workflows from the Smart UI Providing more tools to tailor the Smart UI to business processes with the new Visual Data Widget — making it a snap for users to get to the info they need to make informed business decisions — and the new Carousel Widget, which presents the user with several “slides” of dynamic content in a single tile Offering a deeper level of customization with the new Content Server Smart UI SDK, which allows developers and administrators to quickly and easily tailor the new UI Strengthening the integration of ECM with lead applications via the OpenText Ecosystem products. Read this blog  to learn more about what’s new in xECM for SAP EP2, xECM for SuccessFactors EP2, xECM for Salesforce EP, xECM for SharePoint EP2, xECM for Oracle EP2 and more 4. Improving control and governance with: Automated, case-based Records Management through Connected Workspaces to apply retention to entire workspaces New ways to intuitively use metadata, including the ability to add Source File Data from content automatically and make highly sensitive information more easily identifiable by exposing Security Level, Supplemental Marking, and other security metadata directly in an actively viewed document 5. Simplifying deployment, configuration, and maintenance on-premise or in the cloud: Administration capabilities are now split between System Administration and Business Administration, a model that helps distribute workload and reduce bottlenecks, providing business groups with the flexibility to configure applications to meet their specific needs without engaging IT System Center, an all-in-one application designed to provide a unified approach to managing OpenText products, has been enhanced to simplify access to product information, deployment, and patching management and has been optimized to run Cloud Services There’s no better time to upgrade than now! OpenText provides a full range of services to help your organization successfully take advantage of EP2. Speak with an Upgrade Expert from the OpenText Professional Services team about a free, 1-2 day upgrade assessment. Or visit Upgrade Central for resources to get you started (customer login required). No matter which path you choose, you can count on OpenText to help with your upgrade and deployment process. Get the Whole Picture at Enterprise World 2017  These are just a few of the highlights of Content Suite 16.2. We invite you to join us at Enterprise World 2017 to experience more. Every Enterprise World offers unique learning opportunities you can’t get anywhere else, including the opportunity to share knowledge with other OpenText customers just like you. This year, we’re all looking forward to a number of engaging customer sessions including one with Black Sea Trade and Development Bank (BSTDB) who will share how their upgrade to Content Suite 16 is driving adoption, applying consistent metadata across disparate information repositories, automating processes, and generating better insight through integrated reporting and monitoring tools. In addition, our Professional Services team and Product Managers will be hosting a variety of sessions highlighting new features and detailing upgrading best practices. And the always-popular Expo returns with hands-on demos and opportunities to get one-on-one answers to your questions. Don’t miss it!

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Behind the Scenes: 3 Key Drivers of OpenText Release 16 and EP2

Release 16 EP2

OpenText™ Release 16 EP2 is the second enhancement pack for Release 16, and I want to share some of the “behind the scenes” thinking with you in this blog. While we’ve been developing EP2, we’ve been talking to analysts, fine-tuning our road map, and listening to customers, and do you know what kept coming up?  “Enhance the user experience and improve productivity”. So with EP2 we focused on user experience and improving productivity. And to achieve this, we concentrated on three key drivers: enhance user productivity, integrate information flows, and connect the ecosystem. Read below for more on each of these key drivers: 1. Enhance user productivity One of the fastest ways to get more value out of your enterprise is to improve productivity. EP2 brings significant user and productivity enhancements across Release 16 with improved user experience, self-service, and self-provisioning. These are a few highlights of how EP2 can enhance user productivity: Unified OpenText™ Customer Communications Management (CCM) document design tools and composition engines for ultra-personalized communications (OpenText™ Experience Suite) Mobile order management, automated partner provisioning, business event notifications to streamline tasks (OpenText™ Business Network) Enhanced design time and security capabilities, new form design and control functions, and improved business rule styling to further simplify and speed application development (OpenText™ Process Suite) Expanded Smart UI to simplify how users create, edit, collaborate on, process, and manage content from the desktop or mobile (OpenText™ Content Suite) InfoCenter UI lets users surface content in the form of “tiles”, so important information is just a click away (OpenText™ eDOCS) Relevancy analysis, project cloning, and new automation options add convenience (OpenText™ Discovery Suite) 2. Integrate Information Flows When we looked at how we could expand our support for the complete flow of information across the digital enterprise, from Engagement to Insight, we came up with many enhancements as well as several new integrations across our Release 16 portfolio. Here are just a few: Business-defined triggers to automatically initiate voice or email surveys linked to call recordings with drill-down insights (Experience Suite) Several new integrations with the OpenText™ Trading Grid platform substantially widens business network, while OpenText™ Trading Grid Analytics and data blending capabilities have been extended to all OpenText Trading Grid Messaging (TGMS) customers (Business Network) Improved and deepened OpenText Extended ECM integration enabling more workspace capabilities (Process Suite) Simplified workflows, data visualization, and integration to Microsoft® Office Online help bridge information siloes (Content Suite) A RESTful API enables eDOCS data to be easily leveraged in external applications (eDOCS ) Microsoft Office e365 connectivity for streamlined ECA and collection (Discovery Suite) 3. Connect the ecosystem In an enterprise, there are few things as frustrating as information siloes. They prevent us from having all the facts, applying them, and getting that competitive edge. EP2 introduces additional ecosystem integrations with more connectivity— across our own portfolio of software as well as new solutions. Here are some examples: Marketing collaboration for media assets with an integration to Adobe® Creative Cloud™ and OpenText TeamSite (Experience Suite) Redesigned and simplified MFP connector in OpenText RightFax, updated third-party certifications (Business Network) Improved integration to external systems for data import to entities (Process Suite) Extended integration of OpenText ECM into the applications that drive business such as SAP® SuccessFactors™, Office 365, Salesforce®, and SAP C4C® (Content Suite) Third-party apps can be displayed as “tiles”, eliminating the need to switch back and forth between eDOCS and other applications (eDOCS) New RESTful API takes AI-enhanced enterprise search even further (Discovery Suite) Three Drivers that Enhanced the Complete Engagement to Insight Flow By focusing on enhancing user productivity, integrating information flows, and connecting the ecosystem while developing OpenText Release 16 and EP2, I truly believe we have enhanced the user experience and improved productivity. Let me know what you think. For more information, please visit www.opentext.com/16. And keep an eye on our blogs for the individual suite announcements here.

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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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Innovation Tour: Sydney

Innovation Tour

On Monday, the OpenText Innovation Tour kicked off in Sydney, Australia with an on-stage presentation from CEO and CTO Mark Barrenechea. In addition to a look at new and upcoming product innovations, Mark provided an overview of recent OpenText acquisitions and OpenText’s position as the leading provider of Enterprise Information Management (EIM) technologies and services. OpenText EIM enables the flow of information from Engagement to Insight, allowing customers to extract value from information throughout the flow. Our newest project, Magellan, will use open standards, open algorithms and machine learning to enable customers to make sense of massive pools of data and harness the power of their information. Building on Mark’s presentation, OpenText CMO Adam Howatson (always one of my favorite presenters) provided an update on OpenText™ Suite 16 EP1 and an overview of our plans for EP2, due in mid-2017. Unstructured data continues to increase at a phenomenal pace and these Enhancement Packs are designed so OpenText can respond quickly to customer recommendations. For example, EP1 extends ECM to SalesForce and SuccessFactors, enabling our customers to successfully manage and gain insight from their CRM and Human Resources systems. We’re not the only people listening to customers. Special guest Michael Barnes of Forrester later took the stage to provide insight into what he calls the “Customer-obsessed operating model”. It is imperative that we look at the experience we create for customers from their point of view, and understand how every interaction affects that experience. In the age of the customer, it is important that we take what we learn from our customers’ journey and translate that insight into an improved experience. Using our EIM technology, we can coordinate and technically optimize the experience to better serve, delight and engage customers. What I enjoy most about the Innovation Tour is how it brings together OpenText customers, partners and staff from many geographies and allows us to discuss opportunities and solutions. In Sydney, we are speaking with customers from all across Australia, and New Zealand, a distance of almost 5,300 km. Tracy Parsons of the New Zealand Transport Agency (NZTA) joined OpenText President Steve Murphy on stage to discuss the NZTA’s EIM implementation. Steve and Tracy discussed how the NZTA are using a cloud-based EIM implementation that includes both Content and Process Suites to digitalize business process, provide access to mobile workers and offer regulatory compliance. I’ve heard plenty of interesting success stories from customers during the event. The Sydney Innovation Tour is the first of eight stops, with Singapore on December 1st, followed by Tokyo on December 8th. I look forward to meeting as many of you as possible at the events. Please email me with any feedback or questions.

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OpenText Named a Leader in the Gartner Magic Quadrant for ECM Again!

enterprise content management

The more things change…” OpenText has been recognized as a leader in the Gartner™ 2016 Magic Quadrant for ECM—for the 13th year in a row. Now, being recognized as an industry leader every year for over a decade is no easy feat in the rapidly changing software sector. Trends come and go, new technology replaces existing benchmarks, business models evolve, even the attitudes and approaches of end users morph over time. Researching and developing Enterprise Content Management solutions that keep you ahead of the curve for that amount of time is a huge achievement. But that’s just part of the reason we here at OpenText are thrilled to once again be recognized by the highly respected analysts at Gartner. This year’s Gartner 2016 Magic Quadrant for ECM accolades are especially rewarding for us, given that the rigorous evaluation process centered on the ability to execute and completeness of vision found in our new OpenText™ Content Suite 16. In our opinion, OpenText is on target in offering a new generation of ECM solutions that meet the needs of digital organizations. It’s Time to Rethink ECM–and what Success with ECM means Our belief that the very concept of ECM has to change is central in this. Yesterday’s definition of ECM is no longer sufficient to meet the needs of tomorrow’s enterprise. Simply viewing an ECM platform as a one-way repository for information storage and compliance doesn’t cut it anymore. Digital enterprises, and the knowledge workers that drive them, need so much more from technology in today’s digital environment: Effortless, light-touch collaboration is now critical, and increasingly decentralized business functions have created siloes of hidden-gem data that need to be bridged for information to flow freely to those that need it. A new generation of ECM technologies must facilitate this. They have the sharing and social capabilities to be the enterprise standard for collaboration. They have the integration capabilities to act as a central information hub, using metadata to push information in the right context at the right time to those who need it to enhance productivity. They have the ability to automate governance for security and risk management. This new approach to ECM is so pivotal, we believe Gartner amended their internal definition of what comprises an effective ECM platform in today’s digital environment. As a result, the 2016 MQ had two fewer leaders compared to the previous year resulting in a decrease from six to four. So, yes, the ECM landscape is definitely changing. And OpenText is proud to be recognized as a leader in this new era of information management. Regardless of your current ECM position, analyst reports provide excellent insight into the evolving state of the industry as well as in-depth analysis of the major vendors. They’re pretty much required reading for anyone involved in ECM. Take some time to download them here, here, and here. Then, start your own journey to ECM success by exploring the OpenText™ Content Suite. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. This Gartner document is available to download here.

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OpenText Live Webinar Series – Upcoming Schedule

OpenText Live Webinar Series

We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get swept up into the hustle and bustle of this “most wonderful time of the year,” we at OpenText™ Live invite you to check out a few webinars that we have lined up for November and December. With the latest release of OpenText™ Release 16 Enhancement Pack 1 (EP1), our Experience Suite has undergone major changes with the additions of powerful Customer Communications and Experience Management solutions such as TeamSite, Exstream, MediaBin, Qfiniti, Explore and more! These enhancements mark the revolution of customer communications in the digital world, and we want to give you an exclusive first hand look into what these solutions can offer your business. November 15: OpenText™ ECM Content Migration (11:00AM EDT) Need help migrating ECM content? OpenText partner FME demonstrates best practices in this webinar. We’ll show you: – Migration and upgrade best practice pathways to OpenText™ Content Suite 16 – Cost savings with migration-center for your content migration – A short live demo Register here November 29: Convert Correspondence into Engagements with OpenText™ Communications Center (11:00AM EDT) Learn more about OpenText Communications Center and its enhanced interactivity with other OpenText product suites including Content Suite, Process Suite, Business Network and Analytics. Turn engagement into insight. Register here December 1: What’s New in OpenText™ Digital Asset Management? (11:00AM EDT) What’s new for OpenText Digital Asset Management (DAM) and the Enhancement Pack 1 (EP1) release? If you’re using Media Management or MediaBin, you’ll want to check out this session to find out what our Product Management team has in store. Learn about the latest features and product strategy. Register here December 6: The Latest Innovations in Exstream 9.5 and Delivery Manager 3.0 (11:00AM EDT) Join us for an overview of Exstream 9.5 which was announced late September and Delivery Manager announced in October. Product experts will be showing live demonstrations. Register here December 8: Syntergy Content Sentry: The Next Generation of Data Loss Prevention (11:00AM EDT) OpenText partner Syntergy will demonstrate a new Data Loss Prevention (DLP) solution for OpenText™ Content Server. The capabilities of this powerful solution allow it to learn what constitutes normal activity for users and what alerts or triggers automated policy reactions when suspicious activity is detected. Register here  December 13: How the Contact Center is Driving the Customer Experience (11:00AM EDT) Attend this session to learn more about OpenText™ Qfiniti and how Workforce Optimization (WFO) solutions are monitoring the customer experience through call recording, coaching employees, measuring the Voice of the Customer (VoC), and leveraging powerful analytics to make every interaction the best it can be. Register here December 15: OpenText™ CEM Strategy Update for WCM Products (11:00AM EDT) We’re creating a powerful new Website Content Management platform, and we want you to learn all about it. With the release of Enhancement Pack 1 (EP1), the WCM platform welcomes OpenText™ TeamSite to the mix, rounding out an effective customer communications program that surpasses the industry standard. Register here The OpenText Live team is committed to delivering content that keeps you updated on the latest OpenText product releases, trends and demands within the digital world as well as demos that exemplify the best solutions features for your business. Communicate directly with the experts and receive the technological know-how for implementing and managing your OpenText products. All of our webinars are recorded and available to registered customers at My Support. Visit our website for more information or sign up to receive weekly invitations to our webinars.

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It Takes a Team to Win it all

OpenText Support

Last week, the Chicago Cubs ended a 108-year MLB championship drought by winning one of the most exciting games in the long history of baseball. Both teams put on an inspiring display of perseverance, skill and clutch opportunism. I—along with many of you, I’m sure—was happy to stay up late to catch the whole thing. After the game, Cubs catcher David Ross—who had just played his final professional baseball game—described his teammates as “a group of resilient winners” who “never quit”, and expressed sincere pride in the fact that his team had utilized every member of their team to win it all. We have the same drive for greatness at OpenText. Over the past 25 years, we have grown our business through the acquisition of winning ideas, talent and solutions, and through the development of innovative technologies. Born as a university start-up, we are now a world-leader in Enterprise Information Management (EIM) solutions with no intention of slowing down. As Mr. Ross explained, it takes a team to succeed. That’s why earlier this week we invited many of you—our customers—to complete a short survey and let us know how we can better help you meet and exceed your business goals. In my last blog I wrote about the importance of knowing customers on an individual level in order to serve them better. Our annual survey helps us better understand you and your needs. It gives you the opportunity to tell us what we’re doing well—and what we can do better—as your EIM solution provider, technical leader and trusted partner. Roughly half of you received the survey this week; the other half were given the opportunity to provide feedback in the spring. From the feedback, we have already identified five primary objectives that we will obsess over in the coming months: Improve product quality by better understanding customer expectations, beta-testing products and focusing development resources on high-impact features and functionality Shorten Customer Support ticket resolution times and improve technician communication while continuing to value complete, successful outcomes over quick, short-term fixes Build a stronger partnership with customers by allowing you greater visibility into product development, helping the business better understand your needs Make the Sales process easier and more efficient by improving customer communication and ensuring large or complex accounts have the resources and visibility they need to be successful Deliver Professional Services engagements on time and on budget by setting firm expectations upfront, holding regular update meetings, and collecting/evaluating feedback following each engagement to determine what went well and what needs to be improved Additionally, we have begun to make significant improvements to OpenText My Support thanks to our recent upgrade of the Knowledge Center (KC) to OpenText™ Content Server 16. This upgrade allows us to utilize API widgets and HTML5 wizardry to present a far more personalized online support experience to you. You will already see some of this functionality reflected on the KC homepage, in product search menus and in the redesigned Knowledge Base. You can also learn more about Release 16 here. At OpenText, we’re never satisfied. We’re constantly looking for new ways to help you succeed—it’s up to you to decide the direction we take our EIM solutions, and to help us develop a phenomenal customer experience. Check your inbox to see if you’ve received our survey. If you have, we would greatly appreciate you taking 3-5 minutes to provide your feedback. If you didn’t get the survey but have feedback you want to share, our Customer Experience team is always listening. Email them at cx@opentext.com.

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OpenText Experience Suite Adds Functionality to Support the Customer Lifecycle

Experience Suite

The latest release of OpenText™ Experience Suite tackles the challenges of digital transformation to deliver a continuous real and effective digital customer lifecycle. OpenText is helping organizations to orchestrate data, media, interactions and transactions across a digital enterprise. The complexity of managing a consistent brand presence across media, languages, cultural expectations and governmental regulations requires a platform built for pervasive connectivity and new ways of interacting that go beyond a simple point and click. Experience Suite helps business leaders harmonize customer-centric technology applications across every department in the organization, whether the organization’s first priority is to get a handle on all of the rich media (video, audio, print, imagery, etc.) or to streamline its communications, invoices, or web presence. Experience Suite serves as a single platform of choice for delivering Continuous Customer Engagement. This market-leading set of capabilities addresses critical digital transformation initiatives within the realm of the customer experience and is comprised of leading applications from market categories in Customer Communications Management, Digital Asset Management, Marketing Optimization, Voice of the Customer, Web Content Management, and Workforce Optimization along with architecture to deeply integrate into the larger OpenText Enterprise Information Management (EIM) platform. Consider the need for a company to launch and manage a campaign across multiple markets and different customer personas. With Experience Suite you can connect our industry leading Digital Asset Management platform to the Web Content Management and Optimization capabilities to design, test, optimize, and deliver the right content with the right message – all with brand approved imagery that ensures that the right message is being delivered to the right customers in a way that resonates with their needs and results in higher rates of engagement. Once a customer has executed the call to action from a campaign (such as clicking a link to request more information) their data can be passed to the Customer Communications Management system where responses and on-going communications can be delivered in a way that suits the customers’ needs from print, to text, email, etc. The communications can be designed to add value to the ongoing exchange, or even be interactive to promote further engagement through to purchase and beyond. As customers continue their ownership, use of product call center optimization and voice of the customer tools within the Experience Suite portfolio can track customer sentiment, and feedback to various parts of the company any need for changes in the overall customer experience. OpenText Experience Suite includes: Digital Asset Management with OpenText™ Media Management Web Content Management with OpenText™ TeamSite Customer Communications Management with OpenText™ Exstream + Communications Center Enterprise Call Center Workforce Optimization with OpenText™ Qfiniti Voice of the Customer analysis with OpenText™ Explore With the Experience Suite portfolio of tools it is possible to deliver a fully connected continuous customer experience that drives increased engagement and additional revenue.

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EP1: Enhancing OpenText Release 16—from Engagement to Insight

Today, we announced the availability of Release 16 Enhancement Pack 1 (EP1)—the first in a series of enhancements to the most comprehensive digital Enterprise Information Management (EIM) platform on the market today, OpenText Release 16. As the enterprise shifts from investments in systems of record and engagement systems of insight, OpenText will continue to develop solutions that fully automate the complete EIM flow from customer engagement to business insight. This latest enhancement package does just that, with additional capabilities in our Experience, Content, and Discovery suites to complete the flow of information across the enterprise. The Complete EIM Flow – From Engagement to Insight Engagement: Digital is introducing new formats and channels of communication with customers. Organizations must be able to meet customer expectations, creating communications that are personalized, timely, and accessible using preferred channels. EP1 delivers highly personalized content orchestration across different processes for a connected customer experience. The enhancements we’ve made to our Experience Suite offer a breadth and depth of capabilities never before available from a single Customer Experience Management (CEM) platform. Offered via flexible on-premises, cloud, or hybrid deployments, Experience Suite addresses key capabilities required for true digital transformation. From marketing optimization to customer contact programs, OpenText is connecting the customer journey for better customer engagement and insight. Existing OpenText CEM solutions have raised the bar for dynamic and personal customer engagement with industry-led Customer Communications Management (CCM), Digital Asset Management (DAM), Web Content Management (WCM), and Customer Care and Support solutions designed to make it easier to engage with customers using multiple channels and devices. This next generation of CEM will present new opportunities in content targeting and conversion rate optimization for our customers. With EP1 we are executing on our vision of interdependent applications working together in the OpenText Experience Suite to create the best possible user experiences. “The investment and focus OpenText is putting on its Customer Experience Management solutions is very exciting,” said Mark Fassbender, global head of Web Optimization at Lexis Nexis. “Marketers today invest a lot of time and effort in trying to understand the customer journey from first contact through to renewal and retention. By connecting reporting and insights from each key stage of the customer journey together in an integrated solution, OpenText allows for a better understanding of what content works best for each channel and customer group across the whole customer lifecycle, which is pretty awesome.” Content: To help organizations manage the flow of information across the enterprise, OpenText Extended ECM (xECM) Platform improves process productivity, integrating Enterprise Content Management (ECM) functionality with lead applications to bridge silos and enhance information flows. EP1 strengthens these capabilities with targeted solutions, such as xECM for Salesforce® and xECM for SuccessFactors®, as well as xECM integration for Process Suite to further connect the processes that generate enterprise information and ensure compliance and control across all systems. Extended ECM for Salesforce improves customer insight and streamlines sales by connecting Salesforce cloud services to the OpenText xECM Platform for easy access to ECM capabilities and content inside the Salesforce user interface. Extended ECM for SuccessFactors manages all aspects of the digital employee file within SAP SuccessFactors. With centralized digitized document storage and collaboration, this solution accelerates the efficiencies of operations and minimizes compliance risk for the hire-to-retire HR process. Process Suite for xECM extends the reach of ECM to all parts of the enterprise, providing processes with the context that improves insight, efficiency, and throughput. Discover: As digital consumers drive—or overhaul—supply chains across borders, the enterprise will be increasingly required to comply with external regulations and internal governance policies. In order to make enterprise information ‘discoverable’ and ‘actionable,’ EP1 introduces Discovery Suite to complement Content Suite. Discovery Suite brings analytics to enterprise content, providing a single, integrated platform for self-service business intelligence, data preparation, and advanced analytics on both structured and unstructured information. Customers can now leverage data analytics, machine learning, and interactive visualizations for litigation, investigations, due diligence, compliance, and better decision making.   Functional Enhancements and Integration across the Suites Across all of our suites, we remain committed to giving our customers the most scalable, secure, flexible, and well-architected products. We will consistently leverage the Cloud for our suites to make OpenText the number one EIM cloud. With increased availability in the Cloud, EP1 helps to automate the complete the EIM flow, from Engagement to Insight, with deep functional enhancements and a focus on integration. OpenText Release 16 is the EIM platform of the future and key to our customers’ success, which is why we will continue to release enhancements as part of the EP series. EP1 is the first of many exciting innovations in a series planned for Release 16 over the coming months. Stay tuned for more information. Read the press release.

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The Future of Information: BPM – Creating Digital Business Processes

When information is harnessed, organizations can reach maximum levels of efficiency, impact, and value. But in order to take advantage of these new opportunities, organizations must digitize their processes. Only when processes are digitized can organizations truly realize the benefits of extreme connectivity and extreme automation. Creating Digital Business Processes with BPM OpenText™ Process Suite 16 offers a single, multi-tenant, web-based platform that supports information-rich processes, enabling organizations to rapidly analyze, build, and automate business processes that run on multiple devices. OpenText Process Suite is available as an on-premises solution or a cloud solution (deployed in either a private cloud or the OpenText Cloud). New features in this release include: Entity Modeling: A new low-code application development approach for the rapid and agile development of processes with case management capabilities. Processes can easily be tailored by “citizen developers” to suit business needs without requiring development resources. Case Management: Provides the flexibility for organizations to manage unstructured and complex processes or cases from a single platform. Organizations can relate independent business documents across the enterprise into a single virtual folder (or ‘case’), gaining control over a case whether it’s a defined or ad hoc process, or a combination of both. Contract Management: This release of Contract Center provides an integrated solution for all types of contracts. An out-of-the-box solution, it supports all aspects of contract processing, from initiation and request, to authoring, negotiation, approval, execution, management, and renewal. Organizations can accelerate cycle times, while still adhering to standards and regulations when managing contracts. Analytics Integration: Analytics integration into OpenText reporting solutions delivers dashboards that increase visibility into processes, enabling better measurement and ultimately, smarter business decisions. More than simply executing processes, organizations have complete visibility to their people and processes so they always know the status of all tasks, processes, and business objectives. OpenText Process Suite 16 is a comprehensive suite that addresses every information company’s needs, from workflow, business rules, connectivity, process orchestration, and enterprise mobility all the way through to building and deploying lightweight applications that integrate deeply into enterprise systems. Processes can be optimized with the visibility that analytics integration provides. Not only can our customers digitize their processes with OpenText Release 16, its broad functionality also includes the ability to digitize the entire customer journey. I’ll discuss this in more detail in my next post in this series. Find out more: www.opentext.com/16.

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The Future of Information: It’s Time to Rethink ECM

ECM has evolved. It’s about more than just information governance. A new way to work means that ECM should foster collaboration, increase productivity, and deliver insights based on enterprise information. With new capabilities and improved features, Content Suite 16 is ECM reimagined. Rethinking ECM We’ve added new capabilities to OpenText™ Content Suite 16, including: Connected Workspaces: Workspaces connect content management to business processes and fundamentally change the way ECM is planned, resulting in unified information silos and better collaboration for true connectivity gains. New Content Server User Interface (UI): A new intuitive UI for OpenText Content Suite and Extended ECM has responsive capabilities, role-based views, access to most recent documents, and many more new features to make users more productive and collaborative. Our new UI delivers deeper engagement with connected and consistent experiences and increased security via role-based access to information. Analytics Integration: Suite-wide integration of analytics for real-time query or batch download of data from OpenText ECM solutions results in cognitive abilities for richer layers of business insight. Integrated Social Capabilities: End-to-end lifecycle management of new disruptive content formats (like social) with added capabilities for users to interact with content improves collaboration and enriches search, deepening engagement and helping to ensure the security and protection of corporate IP/information. Enterprise Search with InfoFusion: Conduct scalable, secure, permissions-based searches for content from multiple enterprise systems by leveraging content analytics and Personally Identifiable Information (PII) identification. Additional features and capabilities in this release of OpenText Content Suite include auto classification for massive archiving projects, a built-in HTML 5 viewer, drag-and-drop email support, dashboard reporting, enhanced compliance and security, and integration with OpenText CORE, making file sharing and external collaboration in the Cloud a natural extension of the OpenText Content Suite environment. It’s time to rethink ECM. OpenText Content Suite 16 offers so much more above and beyond robust information governance. With enterprise search, deep ERP and analytics integration, and availability in the Cloud, our customers will be able to increase productivity while lowering costs. OpenText Content Suite 16 has everything an information company needs to control and protect their information. Once this is accomplished, information processes can be effectively digitized. This is the topic of my next blog in this series. Find out more: www.opentext.com/16.  

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