Information Management

Getting to Yes! Improving ECM User Adoption at Your Firm

ECM adoption

If you don’t save it, you can’t secure it and you can’t find it. That is the rallying cry behind ECM solutions and those who use them. As the volume of documents and emails continue to grow, more and more organizations are embracing a structured, centralized approach to work product management—ensuring all the various pieces of information related to a client, project, case or matter are managed, secure, and quick to locate. While ECM solutions fit the bill, getting users to adopt and actively use the system can be challenging. In an average ECM-enabled organization, only 70 percent of those with access to the system actually use it. And, the amount of content captured remains low—with two thirds of firms capturing less than half of their institutional content. Obstacles to User Adoption What prevents successful user adoption? Hyperion Research recently conducted a benchmarking study with legal firms to probe this question. Their new white paper “Conquering the Challenges of User Adoption in ECM” cites the most common obstacles to user adoption as: Reluctance by Attorneys to use the system (44%), Difficulty searching for and locating documents (30%), and Poor integration with how users work (24%) Getting to Yes: Key Factors for Success How can you move those reluctant users to “yes”? The Hyperion paper identifies key factors contributing to successful user adoption. Here are some highlights: Culture – Management buy-in and support is key. There needs to be an expectation for and ongoing insight/measurement of the system’s use. Seamless Integration – The solution needs to integrate seamlessly with other business applications, ensuring data flows smoothly between them. In addition, using the system should not be an entirely separate or discrete activity. Engaging skilled expertise to understand the business and oversee the implementation and integration is key. User Experience – Users should find the system itself intuitive and easy to use. It should give them fast, easy ways to save, find, and update work product during the course of their day. Want to Learn More? Learn more about getting your users to “yes” and boosting user adoption levels at your firm. Visit our microsite and download the complete Hyperion white paper “Conquering the Challenges of User Adoption in ECM”.

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Finding Peace in Wiesbaden – Compliance as Part of the Process

document management

Located in the heart of the Rhine-Main Region, Wiesbaden is the capital of the Federal State of Hesse and home to over 275,000 citizens. Though historians believe the town was established around 121 A.D. (or earlier), today Wiesbaden is transforming itself into a modern economic, cultural, and socially-astute regional powerhouse. I recently had the opportunity to walk the streets of Wiesbaden and was impressed by the beauty and efficiency of this growing city. From famous warming spas to busy markets; open air concerts to a wealth of internationally recognized convention centers, Wiesbaden has something for everyone. And I began to ask myself “How do they do it? How do they make this dynamic town tick with the peaceful precision of German clockwork? What’s their method?” I had the good fortune to be introduced to one of Wiesbaden’s Head Deputy of IT, Dr. Thomas Ortseifen. He explained that only a few years ago when a local resident submitted a form or application, the local administration did their very best to process it smartly and in optimal time, despite the fact that the process was manual and paper-based. Whole archives were filled with almost 250,000 file folders. Sometimes they stored the same files multiple times and could not find information, which they need for their daily working processes. To meet the challenge, the political leaders decided that the city of Wiesbaden, always a pioneer in innovative IT solutions, should adopt a comprehensive e-governance platform, and as a result the city adopted an e-file document management system, powered by OpenText™ Documentum. The OpenText system empowers city administrators with comprehensive e-filing and electronic document management capabilities to automatically transform paper-based processes into digital workflows. Forms and applications are processed in moments today. Employees can find and share any document within a repository of millions at the click of a mouse. Compliance is now part of the processes. Serving Wiesbaden citizens is a pleasurable study in efficiency. Those thousands of folders have been replaced with a secure electronic storage system. And the savings in archives and time have been fantastic. After speaking with Dr. Ortseifen I thought to myself, “Now I know the method. I know why this changing city can operate so efficiently!”  The answer is: OpenText Documentum. Since that trip, Wiesbaden has become one of my favorite destinations. I look forward to visiting again so I can stroll through its peaceful streets and admire the city’s beauty.

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Output Management As A Service? Yes, It’s Here!

Output Management

In today’s information-driven world, it can be a challenge to manage all of the content and data that is available from so many different sources, and ensure it is delivered to consumers in the appropriate format, on the right device, at the exact time required. Not to mention the limited budgets pushing IT to do more with less. It’s no surprise companies are turning to cloud-based solutions for help. According to Garter research, 70% of CIOs are looking to change their technology and sourcing relationships in the next 2 to 3 years, with 46% working with new vendor categories such as cloud. “Organizations are pursuing strategies because of the multidimensional value of cloud services, including values such as agility, scalability, cost benefits, innovation and business growth,” said Sid Nag, Gartner research director. “While all external-sourcing decisions will not result in a virtually automatic move to the cloud, buyers are looking to the ‘cloud first’ in their decisions, in support of time to value impact via speed of implementation.” Enter OpenText™ Output Extender, Cloud Edition. Output Extender, is an industry-first Output-as-a-Service offering that enables customers to run their output management needs under a SaaS service and subscription model for data and print stream transformation, multi-channel delivery and generating regulatory-compliant accessible formats. Organizations can automate, simplify and streamline their output management through this hosted cloud service that provides multi-channel assured delivery. Transformation services with job tracking, retry and device failover ensure your business critical documents are always processed for fulfillment, statement presentment and report distribution needs. Output Extender also supports regulatory compliance for high volume documents such as statements, bills, customer notifications by enabling the transformation of PDF documents into accessible format for visually impaired individuals, complying with regulation such as Section 508 of the U.S. Rehabilitation Act, the Americans with Disabilities Act, the Accessibility for Ontarians with Disabilities Act (AODA) and the U.K. Equality Act. OpenText™ Content Server customers can extend their EIM value proposition to mainframe content and other legacy reports and statements with Output Extender. Organizations can also use Output Extender to consolidate repositories and eliminate expensive term-based MIPS pricing while opening their content to the Content Suite EIM platform – all in the cloud without having to install or manage any additional software or infrastructure. The TCO (Total Cost of Ownership) for consuming cloud services like Output Extender is typically lower than running internally or purchasing perpetual licenses, plus organizations reap additional cloud benefits, including rapid time to market, lower infrastructure costs, reduced IT management responsibilities, maintenance free implementation and an easy-to-use interface with minimal configuration. Learn more about Output Extender.

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Artificial Intelligence (AI) and Enterprise Content Management (ECM)

AI

“When the Washington Redskins win their last home game during an election year, the incumbent party will retain the White House. If they lose, the challenging party will take the election.” “Since 1972, if the SuperBowl winner is a National Football Conference member, the S&P 500 index denotes a bullish sentiment. However, if the winner is an AFC member, the market sentiment would be bearish.” – This statement was initially discovered by Leonard Koppett, and has been found to be 80% times correct as of Jan 2017. Both of the above statements hold true for different levels of confidences. The statements are based on the correlations and the rules derived using the various data sets. Neither of the statements are completely true, but can be used to develop a general behavioral pattern. The pattern needs to be vetted using much more volume of data and if found useful, can be useful for a predictive analysis. If predictive analysis can be automated, we are entering the domain of a much talked about technology – Artificial Intelligence. Artificial Intelligence (Popularly known as AI) is an intelligence as exhibited by machines, through the process of identifying patterns, learning from them, guiding decisions and then performing cognitive functions. What we have is the essence of both statements and the value of these statements is the data to back them up. This involved tremendous amount of data analysis and refining of the algorithms to be able to reach a simple and explainable data inference. Enterprise Content Management or ECM has been known to house terabytes of data – structured and unstructured. The amount of data stored in an ECM system is highly valuable for the organization if it can be mined properly. Structured data has been used for the report creation and search purposes, but the value of the unstructured content is still untapped. AI has already been an influencer in various forms that are touched upon by ECM. This blog looks at the impacts of the advancements in machine learning and artificial intelligence to the way enterprises have looked at their ECM systems. Impact of AI on Digital Interactions Artificial Intelligence has already found its way to everyone’s home today through Amazon’s Alexa, Google Allo messenger and others. We are all hearing about the pioneers of AI with self-driving cars, self-flying drones or even sensors to monitor hospital patients. AI is everywhere. Let’s consider some of the areas where AI makes a direct impact on our interaction with the digital world. Searching Google’s search engine optimization techniques are no secret to the world today. The use of machine learning algorithms, their self-improving and refinement of the search results have already shaped the way the users interact with the web today. There are multiple adaptations to this technique – music stores which help you select the right music and make predictions on what your choices should be. Generating Content Automated Insights – the creator of Wordsmith, the world’s only public natural language generation platform and #1 producer of content in the world, stated that its software created more than a billion stories last year – many with no human intervention. Gartner estimated that 20% of business content will be authored by machines by 2018. A writer cannot go through over 2 million blog posts created daily, but can leverage the technology to find out what keywords are used in successful content, or what topics resonate best with their audience. Designing Websites Platforms like Wix or The Grid have already adopted a supervised learning way of interacting to help people create their own websites. By leading customers through a set of questions and allowing them to make choices, these platforms also make recommendations on popular themes and what would go better with the choices already made. Promoting and Propagating Content Twitter bots can make this process faster and more streamlined, enabling marketers to publish and push content automatically across the platforms they want. Automated tweets can even be set to match user moods and emoticons. Predicting Choices A lot of online music streaming services make recommendations based on AI indicators. The North Face and 1-800-Flowers use AI tools as shopping assistants – helping customers and make spot-on recommendations. Moving Conversions AI tools have also been in use by sellers like ebay and Airbnb. These tools allow the sellers to understand the latest trends and help them price their product or service accordingly. At the same time, the same tool allows the customers to draw conclusions on the prices offered to them by the sellers. Continue reading about Enterprise Content Management and how AI could transform ECM on page 2.

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Lead the Customer Experience Revolution – Webinar

customer experience webinar

Traditional marketing no longer works. Broadcasting a message and hoping that someone will see and respond to it is now lost in the overload of information, and changed expectations of today’s customer. If you are not delivering an engaging customer experience that adds value to the customer journey, then you are going to be left behind. The customer experience is now far more than the marketing experience. To be effective in today’s competitive environment marketing needs to move from being about simply delivering a message, to adding value to a customer’s interaction with the brand. It also needs to move from being tailored for the context of a single interaction towards making sure that there is continuity across every touch point From a marketing systems point of view this means improved productivity, and open innovation. Making the existing systems better, faster, and building bridges for data to flow across systems is a good first step. Innovation can take that good first step and make it great when you start to gather insights into how your customer behaves during those interactions, and then act on those insights to deliver truly engaging moments during the customer journey. Customer experience is the new source of competitive advantage for marketers. Customers now expect you to know them, understand where they are in the buying cycle and serve their needs accordingly. Brands that do this best will be preferred over those that don’t. But traditional organizational structures, an overwhelming assortment of applications, and disconnected processes often get in the way. Creating innovative customer experiences requires new approaches to connecting customer data and interactions across systems and functions. Register for the webinar and lead the Customer Experience revolution

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Process Automation Anchors the Delivery of Digital Customer Experiences

process automation

In this blog we welcome guest blogger Maureen Fleming, a Vice President at IDC, focused on middle tier technologies that enable new initiatives. By 2018, 71% of respondents to an IDC 2016 digital experience survey plan to increase their budget for creating and delivering digital experiences. And 82% of respondents to a survey looking at document-centric process disconnects believe they can improve their customer experience by removing the friction between back-office and front-office business processes.These surveys show an awareness and intent to invest in solutions that improve processes involving customer experiences. These investments will significantly impact the types of solutions that can be built for customer experience design and automation as well as the need to rapidly improve decision support. Customer Experience Design and Process Automation Customer experience used to be the result of generally uncoordinated touchpoints that, in aggregate, left a good or bad impression with the customer. Today, businesses are increasingly designing, coordinating and automating workflows optimized for dynamic customer experiences across all touchpoints. Because customers send and receive communications via multiple channels, including stores, phone calls, text, emails, and social networks, content is treated as a consistent and managed asset and integrated across all of the customer-oriented workflows. By automating the customer experience, businesses are able to realize both revenue and cost impacts as they: Improve the standardization and efficiency of communications to one customer across touchpoints Manage the content assets that support the experience Increase the consistency in how all customers are treated Identify and prevent problems to avoid negative customer experiences At IDC, we assume customer communications platforms will become a core solution used to help customers evolve to be able to send relevant messages in the appropriate format and channel based on the customer’s current situation. Customers recognize the importance of content working in tandem with process. In the regulated industries survey, 45% of respondents already integrate enterprise content management into their customer communications systems but that number will grow to 83% by 2018. Analytics-Driven Processes Require Redesign to Support Higher Volumes of Decisions Businesses traditionally have invested very little on end-to-end process visibility aimed at preventing problems. That is changing rapidly as predictive analytics and proactive intelligence become cornerstones of digital transformation. In fact, the top feature priorities of customer communications platforms involve the ability to manage and perform analytics on big data. Use cases of analytics-based solutions are broad but include the shift to real-time or near-real-time offer management, cross-channel marketing or customer social relationship management. On the industrial side, IoT initiatives predict and prevent problems with machines or connected devices and deliver new types of digital services to customers. The shift to analytics-triggered processes has an enormous impact on the workload of customer contact centers and the adequacy of self-service support. Analytics systems predict conditions that require manual follow-up or an automated response. Other than high volume, low risk transactions, the lion’s share of follow-up over the next few years will involve the initiation of a task or case assigned to a worker, who must then decide what to do next. Initially, the volume of decision obligations may swamp existing resources. That typically requires a solution re-design to offer greater situational awareness, by integrating content and back-office applications into case management solutions aimed at speeding up processes involving decisions, while also improving the quality of decisions. About Maureen Fleming Maureen Fleming is a Vice President at IDC, focused on middle tier technologies that enable new initiatives, such as sensor-based computing and API monetization. She is the lead analyst of IDC’s IoT analytics and information management practice and IDC’s research covering process automation, API management and continuous analytics.

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Want to Know What Your Peers are up to? – Join the Customer Conversations at Enterprise World

Enterprise World

Attending conferences like OpenText™ Enterprise World provide some of the best opportunities for you, and your company, to take your game to the next level. While we can do lots of research online and keep up with our peers via social media, there’s nothing like being in a room of like-minded people. People who are willing to take time away from the office to learn something new. People who are happy to disconnect from being online and network in person. Attending conferences can provide unique opportunities that you won’t find anywhere else. At Enterprise World you’ll be able to network with people who know what’s going on in your particular space, not just OpenText staff – although there will be plenty of opportunity to meet with our experts – but other customers who know things you need to know, and can answer your questions too. Whether you attend some of our forty Customer Experience Management focused breakout sessions, or sit in on a Theater presentation, catch a product demo on the Expo floor, or just start a conversation over a cup of coffee you’ll discover that you are not alone in wanting to improve your skills and bring back something of value to your organization. Talking and listening is a great way to get ideas and feedback from others who may be facing the same business and technical challenges that you are. To help with this we are lining up a great roster of customer speakers who want to share their stories, in sessions, panels, and socially. In fact, we will be kicking off the whole CEM track with a track-keynote from a customer. What a better way to start than with a real-life example of how implementing a CEM strategy and solution can bring you and your company real benefits? As with all good conferences, Enterprise World will have many opportunities for attendees to mix and mingle, form new relationships, and strengthen existing ones. Over coffee, lunch, or cocktails, you may make a connection with the just the right person to help answer some of your questions. At a breakout session you may find yourself sitting next to someone who can provide advice or suggest new approaches. Customer presentations may spark new ideas or open up solutions that you hadn’t even thought of yet. Personally, I always return from a conference with new ideas and approaches that make me more effective. Enterprise World will provide a unique convergence of networking, learning, and fun into a single package; and like all good conferences force you to grow and challenge yourself. 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 see you there.

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Personalized Public Services Require a new era of Information Sharing

personalized public services

Citizens want to interact digitally with government. It’s not just the young. People of all ages are happy to have service delivered digitally as long as they are targeted, easy to use and secure. Personalization not only offers a better citizen experience, it can deliver the holy grail of agile, low cost operations. All it takes is a new era of information sharing between government, NGOs, businesses, communities and individual citizens. So, where do we go from here? It’s time to re-assess. I want to suggest that the first generation of digital Government – think of it as eGovernment 1.0 – is reaching its conclusion. We knew there was a need to deliver services digitally and we wanted to be able to provide them on the channel that the citizen prefers. It would radically improve citizen experience and make our operations more efficient. Well, there’s some good news and there’s some bad news. The good news is that digital adoption has been a success. Over 40% of respondents to a recent survey reported that the majority of their interacts with government were digital. Almost 90% stated that they want to maintain or increase their digital interactions. The bad news? Only a quarter of the people surveyed by Accenture were actually satisfied by their digital interactions with government. Consider that the respondents’ top five priorities included ‘the ability to have my question answered definitively’ (91%), to ‘be able to see the status of my request or activity’ (79%) and  ‘information organized by my need or issue'(69%) when it came to digital public services. It’s clear the investment made in digital government has yet to consistently deliver the level of information and personalization that citizens want. UK government minister, Ben Gummer has stated that although their digital services ‘delivered excellent web interfaces that better met user needs, back-office processes were often unchanged. In eGovernment 1.0, our focus on citizen experience – while perfectly justified – is failing to deliver the full benefits of Digital Transformation’. eGovernment 2.0 So what about eGovernment 2.0? McKinsey says ineffective governance; a lack of web capabilities and a reluctance to allow user involvement have held eGovernment 1.0 back. I’d like to add something a little more fundamental to that list: a model of information sharing at the heart of service provision and delivery. This is implicit in how the OECD defines ‘digital government‘ which, it says, relies on an ‘ecosystem composed of government actors, non-governmental organizations, businesses, citizens’ associations and individuals, which supports the production of access to data, services and content through interactions with the government’. This requires a new ethos for the sharing information in a sector where even different departments within the same government organization have jealously guarded their own turf. To fully benefit from digital government, the walls have to come down between departments and agencies while becoming much more porous when dealing with the private sector and the individual citizen. Personalized Public Services  In order to achieve the ambition of the personalization of service, governments have to move from the position of service provider to service facilitator or broker. The citizen needs to be able to self-select and self-manage if personalization is to be fully adopted. There has to be an acceptance that this is not something that government can achieve by itself – and, in fact, there are great benefits to be achieved in terms of cost of taking a partnership approach with citizens and private enterprise. We will see an increase in the co-creation of services as we move into eGovernment 2.0. There is plenty of evidence of it beginning to happen. The US Smart Cities open data initiative is a great example of encouraging government, the private sector, NGOs and citizens to collaborate and jointly develop solutions. Underpinning this collaborative approach to delivering co-created personalized services has to be a government platform that allows for the open and secure exchange of information. There has to be a means to centralize access to all content in order that all parties can access and interrogate all the information – both structured and unstructured data – surrounding an issue or service. While the current focus has been on the creation of ‘open’ data that anyone can access, reuse or distribute, there has to be a move towards an Enterprise Information Management approach  that can deliver the single view of service information. There are, of course, many challenges – not least the difficulty of sharing sensitive information between public and private sector organizations. The passage of the Cybersecurity Information Sharing Act to enable information sharing between public and private bodies on something as uncontentious as tackling Cybercrime shows the complexity opening the exchange of critical data. Next month, I’ll look at approaches to governance that can enable this new era of information sharing. In the meantime you can read further blogs on government-as-a-platform and agility, and digital transformation vs digitization.

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OpenText at Sapphire 2017

Sapphire

1 and 0 – the two numbers that make up Binary – the foundation some would say of all computing. But also, 10 means other things – a decade in years, 10 Downing Street is the home of the British Prime Minister, 10 is the atomic number for Neon of which there will no doubt be plenty on display around Orlando at Sapphire, 10 is the number of provinces in Canada – the home of OpenText who are also in the top 10 world’s largest software companies. This year at SAP Sapphire you will see the number 10 used liberally at the OpenText stand because, first and foremost, this year celebrates the 10th year of our Solution Extension relationship with SAP. It is with great pride that we have continued our run of winning the Pinnacle Award from SAP again this year. Only 19 Pinnacle awards are given out each year, and this the tenth (10) year that we have won in the category of Solution Extension Partner. However, this year we have gone one better and won 2 Pinnacle awards. Not only have we been recognised as Solution Extension Partner of the year, but also the DDM Partner of the Year based on our strategic roadmap of innovation and our history of satisfied and successful customers. But 10 is also important as we have 10+ Solution Extensions for SAP – all of which received a new software release, EP2 this month. You can read about the latest innovations in this blog.  Each of these products complements the SAP solutions from ERP to SAP, Hybris to SuccessFactors, and S4/HANA and Cloud. But why else is 10 important? At Sapphire we have 10+7 breakout sessions – including 8 customer round tables where you can meet and speak to customers such as NRG, Florida Crystals, General Motors, Salt River Project and Mars Group about their use of our joint solutions in increasing business value, reducing cost or delivering a comprehensive brand management solution. You can view the agenda here (note places are limited so please book ahead). Finally, to celebrate this 10th year we have a truly tremendous prize raffle on our stand. As well as the usual giveaways options this year on our stand (number 730), one lucky winner will receive a $10,000 trip of a lifetime to any destination (or destinations if you fancy multi-stop) in the world. Anywhere. So if you’ve always fancied seeing the sun rise over Mount Everest in Nepal, catching a bullet train in Japan, drinking sundowner cocktails overlooking table mountain in Cape Town, watching the Formula 1 Grand Prix in Monaco – these are just a few possible destinations. I’ve also conducted a poll in our office to get more ideas and suggestions on where you could go – view the slideshare below to find out more. Legal smallprint: Terms and conditions apply, they are available to read at the OpenText booth. So please, come and meet us at the OpenText booth to discuss your SAP solutions, learn more about OpenText and potentially win that trip of a lifetime – we’d love to talk to you about how we can help you Run Digital.

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The Luddite Fallacy: How AI Will Change the Jobs We Do

Artificial intelligence (AI), robotics, and machine learning are automating jobs and bringing sweeping societal change. While this is not a sudden shift, the impact of this disruption is spreading to roles once considered “safe” from automation. We’re seeing automation move from the auto manufacturer’s floor to the legal office, the writer’s desk, the surgeon’s table and beyond. The Luddite Fallacy The thought of job automation is a worrying thought for many people. The idea of losing a job to a computer or robot is obviously unsettling. But, while the Luddites (which I wrote about here) saw an impact on their livelihoods long-term, automation generally created greater wealth and more jobs. This is commonly referred to as the ‘Luddite Fallacy’—the belief that the technological disruption of employment is unique to the present, and will fracture society as we know it. Yet, time and again we see that while a process may be turned over to machines, humans still play a large, and often more satisfying role. Automation-ready Industry Sectors It’s undeniable that automation and AI are making their way into our daily lives. Amazon Go is eliminating the need for cashiers, and self-driving vehicles won’t need truckers and cab drivers at their wheels. Artificial intelligence is beginning to diagnose disease, perform surgery, and even write film trailers. On the face of it, the sectors most affected by automation are manufacturing, wholesale and retail, and transport and storage. Examples of retail exodus are not hard to find; in the U.S., h.h.gregg, Rue21, and JC Penny all announced plans to close a total of 758 stores collectively. In the first half of 2016, the U.K saw more than 15 shop closures a day across the country, and the number of new openings has now fallen to the lowest level in five years, according to a report that highlights the pressure on the retail sector. In retail labor, Amazon has had a huge impact, with warehouse automation all but replacing traditional shipping and packing work that used to be carried out by people. On a typical Amazon order, employees will spend about a minute total taking an item off the shelf, then boxing and shipping it. The rest of the work is done by robots and automated systems. But nuanced human interactions are much harder processes to codify. While managing a machine via software is the norm, automating the deeper “thinking” tasks is much more complex, and until now something that could really only be managed by humans. But technology is now affecting those roles once considered “safe” from automation. The legal profession, once heavy with tradition and a lifetime of experience, is slated for transformation via AI and eDiscovery platforms that can review and create contracts, raise red flags to spot potential fraud and other misconduct, do legal research, and perform due diligence before corporate acquisitions—all tasks that are typically performed by flesh-and-blood attorneys. Automation Touches Every Role From the factory floor to the Boardroom, no position will be untouched by automation. Research suggests, “even the highest-paid occupations in the economy, such as financial managers, physicians and senior executives, including CEOs, have a significant amount of activity that can be automated.” The trend towards automation is one that reaches worldwide. In the U.K., up to 30% of existing jobs are susceptible to automation from robotics and AI by the early 2030s. In the U.S., that number is 38%, in Germany 35%, and in Japan 21%. Life in the Automated World Working life will change radically as we embark on the fourth industrial revolution. The world is ablaze with new ways to automate, and while it is hard to embrace change when it is perceived to threaten your livelihood, perception is not necessarily reality. I believe that job creation—and more specifically interesting job creation—is as much an outcome of automation as job elimination. The challenge is to leverage new automation to improve our way of life—not just eliminate jobs. Technology will radically change the sort of roles we all do—it always has—but we have the opportunity to embrace the areas of technology that can take our abilities from human to superhuman. Learn more about how you can digitize, automate, and optimize your enterprise information flows with OpenText.

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Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)

GDPR

In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization: Get Ready for the GDPR, I had the opportunity to deliver a mini-presentation on how marketing will change once the GDPR goes into effect on May 25, 2018. Imagine just one year to ensure compliance?  It seems a year is a lot of time but in reality it isn’t. And if you think this only applies to EU firms, remember that this affects any company processing the personal information of EU citizens. The purpose of this blog is not to provide exhaustive detail about the extensive regulation, but to remind you of your options, and to provide thoughts and considerations for marketing personalization under the GDPR. With any regulation, organizations can make one of the following decisions: Ignore it – Ignore the GDPR and continue to provide customized offers without consent Avoid it – Cancel specific marketing programs; we just can’t do these anymore Embrace it – Find a better way and implement tools to drive marketing content including upsell/cross selling Logic tells me that you will select embracing this regulation and as you are going through your change cycle you will get to stage 5 – Understanding to Awareness – quicker than you imagine. So in other words, you will need to disrupt yourself in order to embrace the change. Customers Want It With that being said, let’s talk about specifics. A recent study found that 90 percent of consumers have privacy concerns, but seek highly personalized and tailored customer service. Personalization is key to modern customer experiences and customers will make purchases and loyalty decisions based on the level of individualized service they receive. In order to continue to deliver personalization within the realm of GDPR, marketing must continue to develop the appropriate campaigns, messaging etc. to their target audience, keeping in mind that the audience has provided the appropriate consent. CX is Worth It Delivering a seamless and connected Customer Experience is becoming the most effective way to market your products and services. Marketing tactics we all embraced 10 years ago have been replaced with the internet of service ushered in by social media over the past 5 years. This suggests that good customer service is now at least as valuable as good marketing. Or better stated, good customer experience is good marketing. Today’s consumers don’t want to be sold to; they refuse to yield the power. The unique selling proposition has been replaced with the unique buying proposition. The table has completely turned. I encourage you to visit the resources below to learn more about GDPR and how we can help. The first resource contains a recorded webcast as mentioned above that you can view and learn at a high level what the GDPR is and detail about the regulations. In the webcast, I provide a brief presentation titled GDPR and the Future of Marketing. Pay attention to two areas that I cover: 1. Personalization with Consent and, 2. Consent Driven Personalized Experiences. The second resource provides a GDPR overview, information regarding how our solutions can help with the GDPR. Finally, the third resource provides information on our customer experience management portfolio. We will continue to provide additional information to help you prepare for the GDPR. May, 25, 2018 seems a long way off but time does fly by and you need to be ready. Until next time… Resources: http://www.opentext.com/campaigns/99challenges/comply-with-regulations http://www.opentext.com/what-we-do/business-needs/information-governance/ensure-compliance/gdpr-are-you-ready http://www.opentext.com/what-we-do/products/customer-experience-management

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App Development for Structured Data at Enterprise World 2017

mobile workforce app development

The OpenText™ Gupta team is looking forward to seeing you at Enterprise World from July 10-13 in Toronto, Canada. You can learn all about high value software development for mobile workforce apps by visiting us at our pod in the exhibition area of Enterprise World 2017.  Here’s a few reasons why it’s worthwhile coming to meet with the Gupta team at Enterprise World this year: Learn how to empower your mobile workforce with digital processes See live demos on how to build mobile workforce apps for structured data Meet expert Sales and Technical staff and get answers to your technical and commercial questions regarding software development of mobile workforce apps Learn how your organisation can benefit from high value software development for mobile workforce apps Learn what the future holds for OpenText™ Gupta TD Mobile Read this blog to discover more about Gupta TD Mobile and how you can empower your mobile workforce. You can also request a free trial here. Click here for more details about attending Enterprise World 2017. See you in Toronto! OpenText Gupta TD Mobile Quick Overview Developing native mobile workforce apps requires developers for iOS™ and Android™ to have specialized and often expensive skills. Gupta TD Mobile offers one integrated IDE that uses high level-coding and data-access-configuration to quickly build native mobile workforce apps that work on all mobile devices, regardless of screen size, language, and mobile operating system at a fraction of the cost of native development. For organizations building cross-platform mobile workforce apps for mobile data acquisition, Gupta TD Mobile addresses the challenges of native development by simplifying, automating and accelerating mobile enterprise app development – greatly reducing the cost of mobile enterprise app development. Gupta TD Mobile offers no-coding, configuration-only database access to all databases, and easy access to Web Services and REST services to be able to feed data into all backend data systems with ease. Request a free trial of OpenText Gupta TD Mobile here.

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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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Personalize Wisely: The Do’s and Don’ts of Personalization

personalize

Do you know the best approach to personalizing your digital experiences? While personalization has been a top priority for many organizations over the past few years, personalization strategies are still “immature,” according to Forrester. The State of Digital Experience Delivery, 2017 , an April 2017 Forrester report by Danielle Geoffrey and Mark Grannan, says 64% of the DX leaders Forrester surveyed adopt only entry-level personalization – based on historical data. And only 25% are prioritizing the ongoing optimization of contextual relevance. Advance Your Personalization Strategy OpenText helps organizations successfully execute more advanced personalization strategies. One of our personalization and optimization experts, Patrick Akhidenor, led a bootcamp on Sunday at the Behave 2017 conference. Patrick, an OpenText™ Optimost client success manager, spoke about personalization best practices and also gave industry-specific ways to personalize, based on common data fields, page variables, testing iterations, and metrics. Attendees asked questions like where to start and how to prioritize while also not neglecting certain KPIs. Towards the end of the session, the audience broke out into teams and worked through some fictional personalization scenarios. Just “D.R.I.V.E.” Here’s an easy-to-remember acronym that Patrick shared on how to “D.R.I.V.E.” your personalization strategy: Data: Use available data points to identify and prioritize customer segments to personalize against. Resources: Consider allocation of resources as it pertains to every step of the personalization process. Ideation: Identify areas of the page or website that could benefit from testing and optimization. Outline recommendations for how to improve performance. Validation: Validate your personalized testing concepts through AB/MVT testing. Establish: Establish a continuous optimization process that allows your team to prioritize pages and KPIs throughout the year. Learn More View the presentation here: Alternatively, contact us at optimost@opentext.com.

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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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The Right Cloud to Meet Your Business Needs

cloud

When customers think of moving their Enterprise Information Management (EIM) to the cloud – the question is not so much whether or not to do it – as it is what type of cloud to use and how soon can they start. Recently at the AIIM First Canadian Chapter seminar in Toronto, we talked about managing information in a cloud world. With so many cloud models– like Infrastructure as a Service, Platform as a Service, multi-tenant SaaS and dedicated cloud managed services, customers can easily get overwhelmed and confused about what’s right for their business needs. Let’s simplify the different models with a building analogy: Infrastructure as a service (IaaS) is like a piece of zoned land with utility hookups where you can build a house – there’s a company that takes care of sewers, electrical, phone lines, etc.. If there is a problem with the services you contact the company. If there’s a problem with the house – that’s your responsibility. Many times it is up to you to assess whether the problem is with the house or the infrastructure. Platform as a service (PaaS) is like a mobile home park, where there are shared services used by all residents, but individual land plots are rented on a timed basis. The common areas are updated all at once with some notice from the park. You may make some changes to your own trailer, but some changes are prohibited and others may need to be approved. Software as a service (SaaS) is like a condo building, where you own your own part of it, but it’s within a shared environment including several other units. Many of the building facilities are shared – there is one set of heating and cooling equipment, one pool, one garage, etc. and this provides economies of scale. Within your own unit some adjustments can be done, but there are restrictions – for instance you can increase or decrease the temperature, but only within a defined range. Dedicated (sometimes called hosted) is where you own the land and the home and have virtually complete autonomy, within minimal guidelines. Facilities within the house are dedicated only to this one house. When changes are required you are responsible, and can bring in help (managed services). On-premises is like a cottage, where you need to deal with a lot of the services yourself, such as water and septic systems. You can bring in someone to help, but it’s ultimately all your responsibility. Upgrades here may be more of a challenge. Managed services is like having a property manager, cloud or on-premises, to augment your own efforts (or that of your staff). Managed services saves you time and ensures an expert is managing for you. Hybrid (cloud to cloud, cloud to on-premises integrated scenarios) — is like owning a condo or a house and driving to a cottage.  You have different levels of service at each location but they share information. So what type of cloud is right for your EIM applications and solutions? The answer is – it depends on what your IT team has the resources to do – and what use cases you have. While providing some benefits of cloud, IaaS and PaaS still leave a lot for customers to do – they still have to manage their own middleware, security patching, and the applications themselves. The level of work on the application is similar to what it is when operated in the organization’s own data center. SaaS can be a great answer for specified use cases. It can provide agility and ease of operation with applications that meet a defined set of requirements. Applications such as OpenText™ Core, LEAP, Active Applications, Axcelerate and Extream fulfill use cases for many organizations in several industries. In many other cases, Dedicated or Hybrid cloud may be the key to meeting your business needs. In fact, according to Gartner: “The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios.”¹ Most of our Enterprise ECM customers have multiple use cases and requirements which may that lead them to prefer dedicated or hybrid deployment. Some want control over timing for patching and upgrades, some have high availability, security, data sovereignty, data protection or corporate directives that necessitate a dedicated environment. For instance, our Life Sciences customers are working on life-changing innovations to cure disease and help people live longer, better lives. Many prefer to protect their Research & Development content in a private cloud dedicated environment, while utilizing SaaS for collaboration on clinical trial data. They don’t want a traditional multi-tenant SaaS model because they don’t want unnecessary patches or upgrades forced upon them in the middle of a big clinical trial or new drug launch. Some of our Energy and Engineering customers are using digital innovations to improve their resource recovery rates and reduce risk. They want their Standard Operating Procedures and other propriety information managed in a private cloud, while having their project-specific content such as drawings and memos that need to be viewed by partners and subcontractors through a SaaS application. The good news is that with OpenText™ Cloud Managed Services, we can provide fully managed solutions in dedicated private or hybrid scenarios, and also provide SaaS applications so businesses have flexibility to meet their business needs. OpenText manages the full stack and all the application related pieces– including: Infrastructure Middleware Security patching Updates Application/Solution Customizations Integrations Because the OpenText Cloud is purpose-built to support our applications, OpenText provides 99.5% availability at the application level – backed by an SLA, and certifications such as ISO and SOC up to and including the applications. For more information use Contact OpenText on the blog site or here. ¹ “ Market Trends: Cloud Adoption Trends Favor Public Cloud With a Hybrid Twist,” Gartner, August 4, 2016.

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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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