Information Management

My Support – We’re Here to Help!

My Support

Please note the links in this article require a My Support login. If you don’t have My Support access, please register for OpenText Connect. Select “Customer Support Access” in the registration form. You will receive an email confirming your registration. We’ve all been there. It’s 8:00 p.m. on a Monday night. You’re trying to deploy your newest solution but something just isn’t working out right. You know Customer Support can help, but they won’t be online for another few hours. So what do you do? My Support is here to help! Before you log that ticket, explore the many resources available on My Support to help you resolve your problems quickly. Knowledge Base Have you visited Knowledge Base lately? There are thousands of articles addressing a wide variety of topics, solutions, and fixes. OpenText experts publish and update articles every day, making the Knowledge Base a great place to get started. Do a search and see what you can find. Ask The Community If Knowledge Base doesn’t answer your question, try our Discussion Forums. With over 2000 contributors, including many OpenText experts, there’s a good chance you’ll find an answer in one of the many discussion topics available on the forums. If you can’t find a related topic, post a question. There are always experts online to respond quickly to your issue. Live Chat Prefer to speak with someone one-on-one? During regular business hours, we also have operators standing by to chat with you. Our operators can answer quick questions, help locate resources on My Support, or guide you to the best channel for finding solutions to your problems. Use chat to communicate with OpenText experts to help you find what you need. Everything Else Don’t forget, there is still a lot more you can do on the My Support site. You can review your open and closed tickets, receive updates on existing tickets, find the newest update or patch for your deployed software, update your system information, manage your account, view contracts, follow progress on feature requests, request a license key, make payments online, and of course log a ticket! But before you log that ticket, take a tour of My Support. You may just find exactly what you’re looking for. Want to learn more? Be sure to check out our new infographic today. Have Feedback or Questions? We’d love to hear from you. On the My Support site simply click on Help > Send Feedback to let us know what you think. We also have a comprehensive Help & About guide that will highlight key actions and introductory tips to get you started.

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Webinar: Secrets to Increasing Contact Center Capacity and Efficiency

Contact center webinar

“There isn’t enough hours in the day to get my work done.” Sound familiar? Contact centers are continually asking their staff to do more without adding headcount. It can be an overwhelming task, but is one that’s critical to the success of every organization. Join me on an upcoming ICMI webinar that will explore staffing techniques, planning best practices, process optimization strategies, and technology shortcuts that will enable your existing staff to handle higher workloads – without the obvious risks of agent burnout, increased error rates and lowered quality expectations. Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency December 8th — 1:00 pm Eastern Time I have the pleasure of joining an esteemed group of speakers including:   Jeremy Hyde, Board of Directors, Midwest Contact Center Association Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health plan. Jeremy also serves on the Board of Directors for the Midwest Contact Center Association which aims to bring together a network of peers focused on collaboration and education. Jeremy is passionately focused on employee development, team culture and customer experience.   Justin Robbins, Group Community Director, HDI and ICMI Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he’s coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. To register for the webinar, please visit the ICMI registration page here.

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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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User Adoption: Avoiding Public Sector Digital Transformation Pitfalls

Digital transformation

Amidst the media noise around digital transformation for the cloud-based, ‘Digital-First’ world, it’s easy to overlook a simple, yet critical component: will your colleagues actually use it? User adoption is one of the biggest concerns when it comes to investing in new technology in the public sector. It’s human nature not to like change, so unless it’s easier than whatever people were doing before, most won’t use it – no matter how many bells and whistles it has. Easy beats cool. Every time. Of course, that’s not to say simple to use systems can’t be sophisticated. But when it comes to dealing with millions of pieces of unstructured content, the fundamental principal of usability can often get lost in the size, complexity and context of the problem. One of the best examples in successfully tackling this issue is the approach the Royal Free London NHS Foundation Trust took, with OpenText’s help, to store, manage and digitise their patient medical care records. Rather than just looking at how to solve the problem of 900,000 unstructured clinical records, they took a more holistic approach around information management. They knew clinicians need to refer to previous medical histories, so before their system even went live, Royal Free back scanned huge volumes of data in the OpenText solution, making everything accessible, and easy to find in a user-friendly system that was designed to behave the way the staff would naturally work from day one. This not only gave their medical staff the content they needed, but also delivered it to them in the context of the patient’s medical history. Compare this to the old method of having to manually flip through paper records that were physically pushed around the hospital on 100 trolleys, and it’s easy to see why user adoption was so high. You can read more about how the Royal Free is driving value from its data, reducing costs, and simplifying its patient record access here. In all the work we’ve done with the public sector over the past twenty years, I’m always amazed when I see vendors lose sight of the user’s perspective. It’s one of the reasons we deliberately hire former practitioners directly from the public sector, as they’ve worked at the coal face on both sides of the fence. They understand the importance of making things easier than they were before, and the need of putting content into the context of how will be used. As MIT professor and serial entrepreneur, Alan Kay, once said, “Context is worth 80 IQ points”. It’s a subtle yet often overlooked aspect when it comes to digitising content and putting data in the cloud. And speaking of the cloud, we’re pleased to announce that we’ve now put our first offering on G-Cloud – OpenText™ Core – which makes sharing the right information with the right people easy and instinctive. You can find us on the Digital Marketplace here. If you’d like to know more about the latest developments in our public sector offerings in Health Care, you can read more.

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Removing the Data Barriers to get the Bigger Picture

Data barriers

Doing something over and over again and expecting a different result is EITHER practice, or insanity.  The difference is simply in how long you’re willing to wait until things start to change. Similarly, treating all customers the same and simply doing the same things over again in new channels, is equally unproductive. To successfully meet the experience expectations of today’s customer demands removing data barriers and agility in how companies leverage their customers’ data in order to deliver individualized experiences in preferred channels. This kind of agility requires connectivity and fluidity within an organization. Customer Experience takes a village It takes a collection of divisions and departments within an organization to deliver goods, services, and the desired brand experience, to customers. Similarly, customers interact with organizations via multiple touchpoints spread across multiple departments. So why would any company think a single source of data from any one department or division could provide the multi-faceted, let alone complete, picture of the customer it needs? To develop and implement a truly omnichannel and customer-centric customer experience strategy, companies need to gather insights from multiple data points to connect those experiences together. But even that is not enough. That data, all that data, also needs to be accessible by the myriad teams that contribute to delivering the customer experience for their own analysis and interpretation. Limited by data fiefdoms We’ve all heard the rhetoric of “breaking down the silos”. Many gasp and shudder at the thought of having to share the proverbial access code to the vault that contains THEIR data. Over the span of their careers employees develop areas of knowledge expertise, and maybe even fiefdoms, around particular systems and associated data. They develop a sense of ownership. The angst of now having to share their domain is brought on by many fears; What if they (the other departments) mess up my data? What if their findings contradict my own? What if …? What if …? What if …? This individual apprehension is compounded by the larger picture of company priorities and culture. Companies invest large amounts of money in existing systems, and with those systems adoption come established, good or bad, procedures and policies. Once these become intrinsic to the way a company does business they are difficult to adjust. Nobody likes change, and it isn’t realistic to expect these things to change, or as some cases may deem, disappear, overnight. But who says they have to? Permeable data silos Rather than trying to break down and remove the invisible walls that keep core customer data siloed and isolated in different parts and layers of the organization, let each group keep the keys to their (data) kingdoms, and benevolently grant access to the data to other groups and departments. By making the data silo walls permeable, allowing the data to flow freely to, and from, the different repositories, the company can make the most out of its investment in the technology being used to garner that information, and keep the kingdom’s (data) monarchs happy at the same time. By building these data bridges the flow of information from one system to the other is enabled, and subsequently encouraged. And instead of collecting the same data over and over again – a better experience for the customer already – companies can collect it once and share between systems, in a way that respects system ownership and allows each repository to use the data in the best possible way to fulfill its own line of business needs and tasks. Internal systems shouldn’t drive the Customer Experience; it should be the other way around Some might think that to solve this problem companies have to first look at the systems in place for collecting and storing the data. At some point, yes, there are likely redundant repositories that can be sunsetted once the data landscape is better understood. For a bigger, transformational impact, companies should turn to their teams and data-related activities. Understanding by whom, and how the data is used, agreeing to what it means across the organization, as well as in different teams and departments, is how the true value of data is extracted. By creating a customer-centric perspective internally around customer-related data, organizations enable the different parts of their business to consume and analyze data in a way that makes most sense for them, thus allowing them to have more insight into the customer, and therefore are better able to contribute to delivering a more customer-centric experience. Data driven companies that take a holistic view of their data, develop “data journeys” that transcend internal company borders and boundaries, and mirror their customers’ journeys, are winning the customer experience race. (This blog post was co-authored with Cathy McKnight of the Digital Clarity Group).

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Empathy Resonates in Chicago at the DX Summit

empathy

Empathy – If there was one word I heard more than any other at the recent DX Summit in Chicago, it was this one. Not something I expected at, what on the surface, appeared to be a technology conference. The Digital Experience Summit billed itself as the place to discover the strategies, technologies, and thought leadership that deliver game changing digital experiences. The Digital Experience showcase area included booths and displays from many leading companies with a range of Customer Experience solutions, including OpenText highlighting our Customer Experience Suite. Why in this technology-driven environment was such an emotional word ‘Empathy’ so prevalent? What do we mean by empathy? The dictionary defines it as the ability to understand and share the feelings of others. As many of the speakers at the conference pointed out, in order to provide an exceptional customer experience you need to understand your customer, their needs, and the context within which they operate. In short, it doesn’t matter what technology you employ to manage and deliver your customer experience if you don’t also have a degree of empathy – without it you will never fully engage the customer. Understanding the need for empathy is a definite step in developing a level of Customer Experience Maturity, and it was one aspect, among many, that was discussed in our own conference session on “The Redefined Customer Journey.” We had a great turnout for the session with a standing room only crowd as we presented many of the ideas and concepts covered in some of the previous blog posts around the idea of the Continuous Connected Customer Journey. As part of the session we also introduced the idea of a Customer Experience Maturity Model, that will be the subject of an upcoming white paper, and were delighted to see many of the session attendees participate in a short interactive questionnaire as part of the exercise. Thanks to everyone who attended the session, or visited the OpenText booth where we had some great conversations and were energized by the number of companies who are treating the delivery of an exceptional customer experience as a strategic goal.

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Banking Trends from SIBOS: Technology Solutions to Tame Rampaging Workflows

banking trends from SIBOS

Editor’s Note: Gerry Gibney, Senior Industry Strategist at OpenText and resident expert on the financial services industry, was recently interviewed on the banking trends and technical needs he discovered at SIBOS (the annual trade show hosted by SWIFT, provider of global secure financial messaging services).  I always come back from SIBOS having learned new things, it’s one of the largest banking events in the world and this year, one of the big topics was domestic payments. Many people aren’t aware that for large banks, corporate internet banking payments represent around 24% of their revenue. They benefit from payment money while it is in their hands and they can charge fees for the payment services. It’s a big market because payments have to be made, whether regular payments such as rent and utilities on buildings or one-time money transfers. And they add up. For bigger banks, we’re talking several hundred million dollars each. Of course, they would prefer to keep that balance in their bank or extract it over time. I see a big role for OpenText here. Our BPM solution can be deployed to help with business networks, so banks can manage the workflow, the processes, and the controls. Managing the controls is important because with the SWIFT processes (payments and messaging), issues include: Who is authorized to send the money? Who else can do it? Who else can approve it? What if that person leaves? How do we add them into the system or remove them? Automating Banking Workflow Our own experience at OpenText is typical. Every year, our company  goes through the payment permissions updating process. What do we need to know? What do we need to get? How do we get it? Where do we apply it? How many accounts are responsive? Doing business in, say, Hong Kong, Shanghai, or Japan, we may have 10 or 20 people with different signatory levels, each needing to sign an eight page statement. Eight pages times 10 people, every year, for every account – that’s 80 pages per account every year, and that’s typical of many companies. A company might well have several hundred accounts with just one bank, and this has to be managed every year, with ever changing rules, like regulators now requiring the CFO’s home address for example. Another workflow example is client onboarding, which has to be done every time. Even if the customer has 200 accounts and they want to add number 201, you still have to go through the onboarding process. So all the information is out there in different places, who knows how well protected it all is? OpenText’s security capabilities, our ability to add workflow, control workflow, minimize, and automate it, adds a lot of value. OpenText is also a SWIFT service bureau. We help with payments reporting, via EDI and our Business Network, to enhance what banks do. We help banking in many areas, across all our solutions – for example, with analytics, on the content side for unstructured data, or helping with records management, which is strong on compliance. With embeddable analytics we can gather all sorts of information, whether it’s for bank employees internally or their clients and customers. This information can be transformed into reports, perform sophisticated analysis, and help companies find new ways to get revenue from it. It can also help to track things more efficiently, comply with government regulations more easily, and improve bottom line without increasing operating costs. In summary, it can be a tremendously powerful component of a bank’s overall offering. The second half of this interview will be published next week.

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The FAQ of Contact Center Analytics-Driven Agent Scoring

contact center analytics

As I travel the globe helping to educate customers and prospects on the benefits of speech analytics, one of the most commonly asked questions I am asked is the role of analytics in coaching. There are questions related to cost, functionality, accuracy and technology, however, most often business users ask about day-to-day application of the solution. As the topic of analytics-driven scoring is so new, questions are just starting to be raised on the topic, so I’m taking the opportunity in this blog to address the top five questions we received during a recent webinar. If you haven’t yet listened to the CRMXchange-hosted webinar “Agent Evaluations: The Cherry Picking Dilemma,” you can access the recording on their website here. In addition, you can read about the solution on one of my previous blog posts. Now on to the answers for those top five questions below. What is the OpenText product offering for speech analytics, and how can I learn more about it? Our speech analytics solution is called OpenText™ Explore, and it enables analysis of call recordings and chat sessions in combination with behavioral data from social media, blogs, web forums, and worldwide news coverage. Explore mines this rich data dynamically for underlying meaning, and you can read more about this industry-leading analytics solution here on our website. I know that speech analytics can identify call recordings for evaluation, but are you saying analytics can automatically assign an agent score based on words or phrases? Yes. With OpenText™ Qfiniti AutoScore – our newest addition to the OpenText™ Qfiniti workforce optimization suite – the results from speech analytics are scored based on a configurable scoring engine. Specific behaviors are defined by you, and each recorded interaction is given a score based on those characteristics. For example, you could define a scoring template of all the ways an agent should perform an upsell, and an agent would be given an “Upsell Score” for each interaction. Scoring can also be configured to simply score if a specific behavior did or did not occur. Does Explore provide trend reporting on an agent’s performance? Yes, it provides reporting that includes trend reports by agent and by team. Agents need to see progress, and, as you know, this is an integral part of effective coaching. Can Qfiniti AutoScore perform analytics based on specific parts of the call? For example, beginning versus ending? All of the results generated by Explore are time stamped, and this metadata makes it possible to determine the specific moment in a recording when a word was spoken or a sentiment factor occurred. Automatically scoring a behavior based on a specific time of the call is a very interesting idea and something we are investigating for a future release. What if my company doesn’t have a speech analytics tool? Speech analytics has been providing significant, actionable contact center insights for over a decade, and advancements like analytics-driven scoring are a great way to develop a business case for speech analytics. Start by looking at all of the QA tasks your team does today, determine which interactions could be scored automatically, and then determine the time saved that might be spent more effectively on additional coaching. No agent wants to be evaluated solely on a “cherry-picked” call and by broadening your coaching approach through automated scoring of every recorded phone interaction, you can reduce QA costs while improving agent engagement. Keep in mind, too, that a tool like Qfiniti AutoScore solves your issues of attaining statistical significance in your QA process. Speech analytics is the basic building block for making this happen, and our team can help you develop a compelling speech analytics business case if you need one. To sum things up, the OpenText WFO Software team is excited to bring Qfiniti AutoScore to market, and the interest in automated scoring that we’re hearing from both prospects and customers indicates that the contact center market is more than ready to embrace this new workforce optimization (WFO) technology. If you’re interested in learning more, you can email us at OT.WFO.Software@opentext.com to schedule a demo.

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

OpenText Named Leader in Gartner 2016 Magic Quadrant for ECM

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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Measuring the Redefined Customer Journey

redefined customer journey

“You can’t manage it if you don’t measure it,” has been a business cliché for decades. It’s not a sentiment everyone agrees with, as not everything worthwhile can be measured; but measurements can provide useful insights to trends and behavior patterns. So how does measurement (or lack of it) relate to the redefined customer journey I’ve been blogging about over the last few months? So far we’ve looked at four different aspects of the customer journey: the customer perspective, company activities, departments, and the systems involved. The final level examines the means to measure and manage the return on the investment in a continuous customer engagement strategy by linking various key performance indicator (KPI) metrics to different stages of the engagement. Typical measurements used in the various stages of the customer journey include KPIs such as: Net Promoter Score: NPS is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale Revenue: The income that a business has from its normal business activities, usually from the sale of goods and services to customers Total Cost of Ownership: TCO is usually a summation of the total cost of acquisition and operating costs plus any costs related to replacement or upgrades to a product at the end of its useful life Return Rate: Usually expressed as a percentage of the number of products sold that are returned Call Resolution Time: Within a support group, this measures the elapsed time between a customer reporting a problem and the issue being reported as being resolved. Most support groups have target resolution times to meet, and the duration of those target may vary depending on the customer’s status Churn: Measures the proportion of contractual customers or subscribers who leave a supplier during a given time period. It is a possible indicator of customer dissatisfaction or issues with the overall customer experience Likes / Impressions: Usually a collection of Web and Social Media metrics such as page views, followers, and the number of posts that receive comments, likes, or are shared online. All of which contribute to an overall Brand Equity, or a measure of how the overall brand, its promise, products, and experience are perceived This is not an exhaustive list above, you may be using other ways to measure and manage customer interactions. Yet whatever measurements are used they tend to be the indicator of success (or failure) for individual operational departments or groups, and rarely, if ever, looked at in a holistic way to provide and overall measurement of customer satisfaction. It’s possible that you could be scoring highly in specific categories, yet still deliver a poor overall customer experience due to a disconnected journey. By looking at customer related metrics as part of an overall ecosystem rather than separate KPIs it allows you to develop a clearer picture of a customer’s overall journey and their lifecycle value.

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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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Learning a CX Lesson While Leaving Las Vegas

CX lesson

It’s amazing what you can learn in the back of a cab in Las Vegas. On my ride back to the airport after speaking at the recent LavaCon Conference on Digital Strategies the cab driver and I discussed all sorts of topics from robotics, and artificial intelligence, how our brains adapt and learn, to the life and times of Marilyn Monroe (the latter being the subject of a new musical the driver had written and was hoping to get produced in the next year.) But perhaps the most interesting learning moment was the one when we arrived at the airport and the cab’s credit card machine suddenly lost its connection and stopped working. “Don’t worry,” said my new best friend, “we have a process for when that happens. I can just call it in.” Well I’m glad that I’d left my hotel a little earlier than originally planned and I wasn’t in a rush to catch my flight. The first step in this process was for the driver to get out of the cab and look at the 1-800 phone number painted on the side of it, so he could call in. There was nothing inside the cab with the central booking number on it. Why would there be, if you’re in the cab, you’ve already booked a ride, why would you need the number? Unless you’re the driver with a credit card processing problem. Once back in the cab the driver reached central booking. “This is cab # 1234 my credit card machine is down I’m at the airport and I need to run a passenger’s card.” “OK, let me pass you on to the people that can do that.” <click… wait..click> “Hello, how can I help you?” “This is cab # 1234 my credit card machine is down I need to run a passenger’s card.” <click…. wait … click>> “Hello, how can I help you?” “This is cab # 1234 my credit card machine is down I need to run a passenger’s card.” “Not another ….. one. Geez, what are you idiots doing out there?” At which point, thanks to the driver rebooting the terminal a few times during the conversation, the machine came back online and I paid. So apart from the fact that as the customer I was hearing the whole conversation, including the colorful language, what got me was the fact that the driver was passed from department to department having to repeat the same information for each new agent. As for the “we have a process for that,” they apparently didn’t, or at least not one that was accessible, well documented, or efficient. And if any process needed to be efficient it is one for a cab passenger at the airport being able to pay quickly and easily, as the chances are that in most cases they are in something of a rush. Clearly context and customer needs hadn’t been considered. Back in June I blogged about how employees are customers too and that you should give them the same digital experience. The incident in the cab made me realize that there’s another aspect to that viewpoint. What about the systems that employees have to use when they are interfacing with a customer? How much will the customer judge their potential on-going experience with you based on how easy (or not) it is for your employees, agents, etc. to complete their tasks. Not every aspect of customer experience is a direct interaction; often it’s an observation rather than a transaction.

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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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Developing a Culture of Assumption at 200mph

mapping customer journeys

Last weekend I attended the United States Grand Prix Formula One race at the magnificent Circuit of the Americas facility just outside Austin, Texas and had a fantastic time. It was the third time I’d been to an F1 race at the track and it’s always been a great experience. This year there was a record crowd of just over 269,000 people in attendance. I was also lucky enough to attend the 100th running of the Indianapolis 500 race at the famed Indianapolis Motor Speedway earlier in the year. They too had a record crowd of around 300,000 at the event, and it was also a great experience.  In both cases the facilities and promoters put on an exceptional show. With crowds that size there was inevitably a lot of first time attendees and thinking back I noticed many instances of regular race goers having to explain how things worked to other people. Things like how the shuttle bus service worked, how to identify drivers and cars, or the nuances of pit-stop strategies. It occurred to me that when you put on an event on a regular basis, you can easily develop an underlying culture of assumption that people just know how things are organized. The same could be said for providing content on a regular basis too. In the periodical publishing industry there is an axiom that any given issue of a magazine is someone’s first issue and that things should be laid out and presented accordingly. I believe the same guideline should be applied to any event where you are interacting with your customers, be it in person or online. Ever been to a trade show or conference vendor hall and had to ask at a booth “So what is it you do?”  Shouldn’t that be obvious from the branding, and booth copy? Again it’s a culture of assumption in play. How about your website or mobile applications, your call center? Do they reflect a culture of assumption? Any given interaction with your company could be someone’s first, so provide them with the information they need for a productive experience. Spell things out. Communicate the basics clearly and use good design to make the first journey intuitive. Help new prospects and customers get the answers they need easily. You also need to provide alternate paths for those repeat interactions where customers already have some product knowledge or experience of how your processes flow. It’s a delicate balancing act to cater for the new customer without irritating the repeat visitor, but it’s one that needs to be addressed. When developing and mapping customer journeys don’t just talk to your existing customers, talk to your sales prospects, or better yet have someone who has no experience of your company and knows nothing about you work their way through the various channels you use to tell your story. Don’t let your new customers be the confused race fan looking for the right shuttle bus, help them get to the track in the quickest and easiest way possible, and they may end up being first in line to buy a ticket for next year’s event.

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The Key Ingredients for a Winning Development Team

Careers

The Core Product team at OpenText has achieved some pretty remarkable feats. In just over a year, the Core team built North America’s first multi-tenant SaaS cloud application from start to finish. After that, they spent the next year deploying new releases on a monthly basis. How did the Core team deliver on these ambitious plans? Read on to find out: Most of the Core team works out of OpenText headquarters in Waterloo, Canada. The Core team’s space is personalized in a way that feels more start-up than corporate. Filled with open-concept meeting spaces, comfortable couches, and filled with cardboard cut-outs of movie characters; the space is far from typical. The Waterloo office also features a Ping-Pong table, games room, acres of green space and walking trails, sports teams, and more. While the space is great, it isn’t the puzzle piece that drives the Core team’s performance. What really makes the team shine is simple, but hard to achieve: the personalities of the Core team member’s work together to form a positive, high-efficiency team dynamic. What does this dynamic look like and how does it work? Firstly, the team excels because they work hard and stay humble. Secondly, team members describe how they feel supported by one another and accomplish their goals as a group. “We push each other to be better,” explains Mike Bergsma, Senior Developer. They also support each other. Ian Fox, an intern from the University of Waterloo who has been with OpenText for three continuous work terms as a Developer, explains that when an upgrade had a hiccup that needed to be fixed, the team banded together and stayed late to get the job done. Further to working hard and lending a hand, the other winning ingredient for the Core team is making sure to find time to joke around and have a good time at work. “On the Core team, colleagues feel more like friends than acquaintances or co-workers,” says Jay Weir, Senior Product Communications Specialist. Shane Gautreau, a Senior Developer on the team, summarizes the magic perfectly: “Our team works hard, but we don’t take ourselves too seriously and we help one another out. We’ve probably struck the perfect balance between work and play.” Visit our Careers page to find out more about OpenText culture and explore current opportunities.

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Why Mastering ECM Strategy is key for Digital Fluency

ECM Strategy

Eleanor Roosevelt once said that ‘understanding is a two-way street’.  She’d obviously never encountered an information silo. For far too long, enterprise organisations have been trying to bridge the gap between the myriad of information locked away in silos and the lead applications where the work actually takes place. Historically, Enterprise Content Management (ECM) has largely been a one-way, standalone repository for the proliferating volumes of unstructured data flowing through organisations. It’s a familiar story for most of us. Content management used to be a destination. Today, modern ECM solutions mean content is delivered both in context across departments and inline with processes, creating meaningful business value. Think of it as an enterprise-wide information grid that dynamically manages unstructured content with SAP’s digital core, in context, and on any device. But it’s not just the tools that are evolving. While the effects of digital disruption on business models are familiar territory to most of us, the changing demands on information management strategies are often underestimated. Technology alone can only do so much. You need to know how to get the best out of your systems to keep pace with digital change as the relentless disruption continues. It’s up to you to ensure you remain competent in your information strategy, skillset, and wider business acumen to support the increasingly hyper-connected, data-driven remit that lies ahead. Many companies I speak with can find it difficult to keep up with the voracious information demands from different parts of the business, including impatient, digitally native users, as well as balancing the security and protection of corporate IP and information. Yet all of us want to optimise our SAP investments, outpace (or at least keep in step with) our competition, and learn how others have addressed the same challenges we are facing in ways that we might not have considered. That’s why I’d recommend you to take one day out of your 2016 calendar and attend the annual SAP User Group conference, UKISUG, on 20-22 November at the International Convention Centre in Birmingham. You’ll hear insights directly from digital leaders who have mastered their ECM strategies, such as L’Oreal and Swarovski, as well as innovative strategies for combining unstructured and structured content. Developing your ECM competencies not only benefits your organisation, but keeps your skill set both relevant and in high demand. Regardless of where you are on your own digital transformation journey, data is the lingua franca for the future of your business. The digital fluency of your EIM strategy will ultimately determine the success and ease with which you can mould cohesive, personalised interactions between your information, processes, and business requirements. You can find out more and register to attend the event here. You can also take advantage of our special £100 discount code. We’ll be at stand G1, come and meet us and continue the ECM strategy discussion there.

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Employee Engagement and Coaching in Union Environments

employee engagement

A few years ago I visited a customer in Italy, and we demonstrated the coaching and monitoring tools of OpenText™ Qfiniti.  At the end of the meeting, the most senior person in the room thanked us for coming and said, “Ian, I’d like to tell you a story.” The woman went on to share the fact that her sister plays the viola in an orchestra in Rome, and the musicians are part of a workers’ council, or union. She said that if the conductor hears her sister play too softly, too loudly, too quickly, too slowly…..he cannot say to her, “Please change your behavior in this way or that.”  No, she said, the conductor must instruct ALL of the string instruments to play more softly, or more loudly, or quicker or slower. The woman then explained that although coaching solutions to increase employee engagement are quite popular around the world, organizations with unions must promote a sense of fairness, and so they would not be able to provide one-on-one coaching that called out a specific employee for coaching in their contact center. This story has always stayed with me and has shaped my view on employee groups and employee engagement throughout Europe and beyond. The key is to find the right balance of specific guidance and universal coaching, (and in accordance with worker council or union guidelines where required). An OpenText customer in the United States recently told me that, “Effective coaching in a unionized environment means that we must do what’s right for our employees and what’s best for the customer experience for millions of our customers.” This is the balance that all companies should strike, and here are some best practice recommendations to define requirements and put technology to work. Employee Notification: It is always important to alert employees that they will be recorded both over the phone and on their computer. Employees should be given a chance to decline recording options for agreed-upon reasons as defined by your Worker’s Council. Balanced Selection: Another great idea is to allow employees to choose a few calls to evaluate and also have the supervisor choose a few calls. This alleviates any “my supervisor is only choosing bad calls” perception. Published Coaching Rules: Starting a new quality management or coaching program is also a great time to document evaluation forms, processes, agent feedback and workflows. Use this as a new start with your Human Resources team and start off with published guidelines. Agent Access: Consider coaching tools that track the workflow of evaluations and/or coaching sessions. Don’t rely on traditional “random” approaches to call selection, but allow agents access to view their recordings for self-evaluation. Agent access also includes agent acknowledgement. Look for digital signature capabilities for supervisors and agents to sign coaching forms. Feedback and Appeals: Look for coaching tools that allow the agent to post feedback within the tool and also allow for appeals and re-evaluations. This empowers the agent to become part of the evaluation program and not just the target of it. Unbiased Evaluation Assignments: Coaching tools that can objectively assign agent evaluations to the Evaluators without regard to agent or evaluator is can be extremely valuable. Allowing the tool to automatically assign evaluation tasks based on mutually agreeable criteria removes any perceptions of bias and allows for more diverse feedback. If you can’t take each musician and coach them individually, don’t lose count (pun intended) of creating the perfect environment for coaching success. Your Workers’ Council representatives, your employees, and your customers will be there for the encore!

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New Graduate Finds his Calling as an OpenText Consultant

Consultant OpenText Germany

Like many new graduates fresh out of university, Benjamin Panzer didn’t have a clear concept of the type of work he wanted to do. A self-described “explorer type”, Benjamin did, however, have an idea of the types of things that he valued in an employment opportunity: the ability to learn every day, an opportunity for career growth, and the chance to voice his ideas. At a career fair, Benjamin was introduced to OpenText. He explains, “From the very start of the conversation with OpenText, I felt that the spirit and open mind set of the organization, and the room for opportunity to develop personally and professionally, made this company appear to be exactly what I had been looking for.” Three and a half years later, Benjamin feels that his initial outlook on OpenText was spot on. Benjamin has thrived in the unique global environment, and in a short time has been promoted from Junior Consultant to Consultant within the Professional Services function of the organization. He chalks this down, in part, to our organization’s global scale and Canadian roots, which motivate him. “The very best thing about OpenText for me is that it’s the perfect combination of several global influences. The German mentality of high commitment, teamwork, and almost familial culture; combined with the global perspective, as well as the Canadian and American spirit of facing challenges head on and getting things done.” Benjamin also appreciates the location of the OpenText Grasbrunn office. It’s very close to Munich and the Alps, so Benjamin is able to enjoy city life and outdoor activities with friends: skiing, snowboarding, hiking, and enjoying the beautiful landscape. The office culture in Grasbrunn is also appealing to Benjamin. “When you enter our Grasbrunn office you will notice the open culture, open minds, and the high volume of great ideas. It’s a place of engagement, but also a place to just feel appreciated and acknowledged by your colleagues. We have great areas to have a chat or a delicious coffee together. This environment provides the foundation for our winning teams to succeed.” Visit our Careers pages to find out more about Consulting at OpenText and the global opportunities currently available.

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ECM Success in the Real World, Part 2: Email Management

email management

Welcome to the second in a series of blogs highlighting real-world enterprises that have adopted innovative, new approaches to generating measurable success with ECM. This blog turns the spotlight on an organization that’s effectively managing massively growing volumes of email to mitigate risk and cost. As we all know, unabated email growth has become a thorn in the side of most organizations. Annual growth rates of 500 – 1000% are common. Consequently, the traditional “keep it forever” mentality just doesn’t fly anymore; company after company has discovered it’s a one-way ticket to harried records managers, irritated legal staff, and runaway storage costs. What’s the recipe for success, though? One of my favorite customer panels from Enterprise World this year featured pipeline and terminal operator NuStar Energy sharing their journey to optimal email management. Their back-story is fairly conventional. As a relatively young company, NuStar had devoted most of their early operational efforts to fundamental, “keep the lights on” activities; there wasn’t the resources or bandwidth available for developing and implementing Records and Information Management (RIM) policies. In my experience, that’s actually a pretty common refrain for many organizations, regardless of their maturity. And the outcome was predictable, as well. Leaving the end users to manage their own email footprint resulted in rapidly rising storage costs and concerns from Legal and Records Management (RM) about locating information for litigation and compliance purposes. Simplifying is the Key to Success Time was of the essence for NuStar, and the management team’s strategy for bringing their email challenge under control embodied a novel, new way of thinking about implementing ECM. Rather than attempt a traditional ECM integration that blanketed every facet of the enterprise, they identified a specific, tangible issue—email management—and set about sourcing and implementing the appropriate technology and best practices to solve it. Everything, from policy development to change management to user training, was directed toward that defined goal. And, honestly, the results reflect that singular, focused mission. NuStar has been able to realize optimal governance by integrating ECM deep into the email process. They also enhanced productivity by providing a new generation of employees with the options to work the way that’s best for them. There’s much more, behind the success of NuStar’s story—including the OpenText technology that enabled them to achieve a light-touch, multi-tiered email management program and lay an ECM foundation that’s being systematically extended throughout the organization. Take a few minutes to read all about NuStar’s dramatic advances here. As an aside, it’s interaction like this that has me so excited about Enterprise World every year. Being able to experience first-hand how one organization has addressed and conquered email challenges with a solution that makes RM, legal, and business users happy is worth its weight in gold. If you weren’t at Enterprise World this year, start by exploring the NuStar story above, then mark your calendar and plan on attending Enterprise World 2017 in Toronto next July. There’s plenty more where this came from! Also, read the blog on ECM Success in the Real World, Part 1: Document Management.

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