Information Management

The Right Cloud to Meet Your Business Needs


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


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

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OpenText Qfiniti 16.2 – Created for Results, Designed for Coaching

Qfiniti 16.2

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

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5 Ways Content Suite 16 EP2 Drives ECM Success

Content Suite

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

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

Release 16 EP2

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

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Crashing the ‘Gentleman’s Club’ GDPR in Financial Services

GDPR in Financial Services

The EU’s General Data Protection Regulation (GDPR) comes into force on May 28, 2018. Any organization whose customers include EU citizens will be affected. GDPR is the most far reaching data protection legislation so far created and is set to impose new levels of rigor of business process and data management capabilities within Financial Services firms. PWC recently described the approach of many firms to data transfers as a ‘gentleman’s club’ of informal agreements. This is only one area of Financial Services where GDPR will dramatically change business operations. GDPR gives EU residents unprecedented control over their personal data – and personal data is defined so widely it includes web behaviors and cookies and anyone can request this information from any organizations with which they interact. A quick look at the insurance industry with its historic under-investment in systems highlights the challenge where firms don’t really know what data they hold, where it resides and how they’re currently using it. I don’t want to go into the details of GDPR legislation – you can access some great resources here, but I will take a brief look here at some important implications for Financial Services. Consent and transparency The issue of customer consent is perhaps the hottest GDPR topic for Financial Services. Consent, as defined by GDPR, must be ‘freely given, specific, informed and unambiguous’ (GDPR para 32) and often ‘explicit’. Your customer must know why they are giving consent, what they are consenting to and that they have given consent. You can no longer gain consent for one thing and then use the data for a range of other applications. Each data use will need an individual consent. There is still some discussion whether ‘implied consent’ or ‘legitimate interest‘ can still be used to defend the use of personal data. It is safer to use the GDPR approach to ensure that you are compliant and not caught up with details in constant litigation. Transparency becomes key when dealing with customers to ensure that you can defend consent that is ‘informed and unambiguous’. Financial Services firms will need to re-visit their customer-facing contracts. Your contract terms must be plain and understandable. If a regulator can suggest that the contract imposes too high a degree of technical knowledge, it is unlikely that they will agree consent was given under GDPR. Data Transfers and data supply chain Although consent is gaining the attention, data transfers must be an area of major concern for Financial Services. Modern organizations have established what can be described a data supply chain and you will now need visibility and control of how third parties – clients, suppliers, brokers and partners – use personal data of your customers. Where data transfers are necessary, you must manage the risks inherent in these transfers and ensure that your customer’s details are properly protected by these third parties because, in many cases, you will be more responsible for their breaches than they are. New contract terms will need to be created to manage third party relationships to mitigate this risk. If we accept PWC’s description of data transfers as a ‘gentleman’s club’ then GDPR represents a good opportunity to reassess your Information Governance structures. The ability to control the acquisition, management, retention and disposal of all information – both structured and unstructured – across your business operations helps reduce risk. Sound information governance can facilitate compliance with GDPR and your other regulatory requirements. Data portability and the right to be forgotten EU residents will now have the right to receive all their personal data, that they have previously given, in a commonly used and machine-readable format. The key idea is to be able to switch service providers with ease. Even though Financial Services firms in many EU countries are already used to porting data between suppliers, the breadth of information – beyond demographic and account information – requires that all organizations will need to ensure they can bring all customer information together. The real reason for this approach comes under the right to data portability – an individual has the right to demand that every instance of information on them, held on every business application, portable device and communications system, back-up server and Cloud service that your company uses, to be transmitted to another data processor “without hindrance”. The ‘Right to be Forgotten’ means that the data subject can also ask for you to remove all the personal data that you hold on them. If you cannot justify holding the data then it has to be deleted. This is likely to impose a new normal. The current approach for most Financial Services firms is to hoard data to exploit its value across customer experience and business operations. Now firms will have to hold as little information as possible, for as short a period as possible and delete the information as soon as possible. Big data and ‘profiling’ This raises the question whether GDPR signals the end of Big Data. There is little doubt GDPR imposes specific constraints on ‘profiling’ which it defines in GDPR Article 4(4) as ‘any form of automated processing of personal data … to analyze or predict aspects concerning that natural person’s performance at work, economic situation, health, personal preferences, interests, reliability, behavior, location or movements’ Leaving aside the growing use of predictive analytics to drive personalized customer services, many established business processes such as the insurance industries use of telematics in the underwriting process is potentially under threat. As customers continually show a demand for personalized service, Financial Service firms need to find a way to continue Big Data activities in a way that is GDPR compliant. The first approach will be around ‘explicit consent’ so that you have the right to use data for the specific purpose. However, another area to examine is the use of ‘anonymization’ and ‘pseudononymization’ of data as a means to retain personal data beyond its primary use for deployment in trending and locational analysis. If you haven’t started to properly prepare for GDPR then you may already be behind and opening yourself up to the danger of major fines. You’ll need to appoint a Data Protection Officer, establish a cross-functional team to access the full impact of GDPR across your organization and provide a comprehensive and honest audit of where you are today. You’ll also need to consider exactly how you are managing the data and content within your organization. The days of multiple instances and duplications of unmanaged customer information in various applications and databases is over. A centralized strategy for the management of enterprise information – underpinned by a flexible and scalable Enterprise Information Management (EIM) platform – is needed to ensure GDPR for large, global Financial Services organizations.

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Establishing a Supply Chain Focused IoT Platform

IoT in the Supply Chain

Over the last few years I have been posting blogs on how the Internet of Things will impact future supply chain operations. More recently I discussed IoT in the context of digital transformation. The term ‘IoT Platform’ has just started to enter the vocabulary of the CIO and I thought I would use this blog to explain how I believe OpenText Enterprise Information Management (EIM) solutions could underpin and support an IoT based platform strategy. Just before I expand on this subject I just wanted to provide something else for you to read once you have finished reading this blog entry. On 5th June 2017, OpenText announced that it had entered into a definitive agreement to acquire Covisint. Covisint was setup in 2000 by Ford, GM and Chrysler to establish an automotive specific market-place, however recently Covisint started to introduce new IoT capabilities.  More information on this acquisition can be found HERE, and I will expand more on this as the deal closes in the coming months. Ever since cloud-based solutions started to go mainstream in around 2011, there have been numerous attempts to define cloud-based ‘platforms’. Some platforms offer cloud-based ‘brokerage’ services, others offer infrastructure as a service (IaaS) or platform as a service (PaaS). Gartner defined the term ‘integration brokerage’, a term which nicely encapsulates the various B2B solutions that are offered today by OpenText™ Business Network, the world’s largest cloud-based B2B integration platform. With OpenText offering many different cloud-based solutions today, I thought it would be interesting to share my own views on how OpenText EIM solutions could support a new emerging type of cloud platform, the IoT platform. For the purposes of this blog I am going to refer to the term IoT, but of course over the last four years a number of regional derivatives of this term have emerged, and the market seems to be struggling to find the perfect term that is universally accepted: Internet of Things (IoT): this is the most popular term in use today and was originally defined by Kevin Ashton in 1999 as part of his research at the AutoID Center Internet of Everything (IoE): introduced by Cisco in 2013 to reflect the people and process aspects of IoT Industrial Internet of Things (IIoT): introduced by GE and other North American industrial companies in 2013, GE Digital was formed to develop the smart industrial environment of the future Industry4.0: introduced in 2013 by industrial companies in Germany such as Bosch and Siemens to reflect the fourth industrial revolution and the need to have a more process centric IoT environment Industrial Value Chain: introduced in 2015 by companies in Japan, looking to develop their own standard for connected devices across industrial applications Internet Plus: introduced in 2015 by Chinese based companies, once again keen to develop their own approach to leveraging the information coming from connected devices So as you can see above, even before we standardize on how information is captured from connected devices, how it is transmitted and how it is archived, I think we need a common naming approach to what we are actually dealing with here! As I said above, for the purposes of this blog I am going to simply refer to this as IoT. IoT is certainly one of the hot investment areas at the moment, touching nearly every industry sector in some way and new use cases for IoT seem to be appearing on an almost daily basis. A few weeks ago I saw a post from IDC where they estimated by 2025 there will be 163 zeta bytes of information being processed in some shape or form. Even today there are varying estimates of exactly how many connected devices there will be in the future, Cisco for example estimates that 12.2 billion devices will be connected by 2020 and Gartner estimated (on a joint webinar with OpenText) there will be around 21 billion connected devices by 2020, so I guess you could ask just how long is piece of string! OpenText recently completed a digital transformation related study with IDC, (which you can download here), the study looked to see whether new digital transformation projects such as IoT would kick-start new transformation initiatives across the supply chain. We surveyed 254 companies across seven countries and four different industries and the IoT related responses were certainly interesting as you can see below. I will provide more details on this study at a later date and I will expand on some of the IoT use cases highlighted in the table below in future blog posts relating to how supply chains can leverage an IoT platform. Question: With specific regard to the internet of things (IoT), and the use of sensors, what type of supply chain processes (or use cases) would provide the most benefit for your organization? For this particular blog I want to focus on what all these billions of devices will be connected to, from a platform point of view, and what will happen to the zeta bytes of data that will come off these devices. How will enterprise systems be able to leverage this information?, how can it be used to look for trends?, and more importantly how can it be used to streamline supply chain processes? After all, at the end of the day investing in IoT may seem like a step in the dark for many companies but it can provide significant ROI if deployed effectively. More on the benefits and ROI of IoT in a future blog. I have been following the IoT sector fairly closely over the past 4 years, since I attended an IoT World Forum Conference hosted by Cisco in 2013. However it is only in the last 12 months that IoT conversations have been turning towards establishing IoT platforms and how these can effectively act as the middle layer between the connected devices and business or supply chain process that is being improved or optimized. Early last year I spent a few hours discussing supply chain focused use cases for IoT with Gartner and how B2B Managed Services could provide the integration requirements to support an IoT enabled supply chain. He understood how our EIM solutions could help enable an IoT platform. This particular conversation led to a webinar last October which looked at the key trends in the IoT sector and what technologies an IoT platform should ideally consist of. The five key cornerstones, as discussed by Gartner in the webinar, that underpin an IoT platform, consist of device management, information management, analytics, integration and security. In my view, OpenText is in a strong position to support an IoT platform with the various solutions that we have in our EIM portfolio. OpenText could potentially partner with say, a telco provider for edge connectivity, as other vendors have done, but we can provide web and mobile app development solutions to help remotely login and configure connected devices to partially cover the device management cornerstone. The table below highlights how the six key components of OpenText’s EIM portfolio could potentially support an IoT platform strategy. In order for an IoT platform to be able to support supply chain business processes, you need to ensure that all digital information, both structured and unstructured, coming from the trading partner community can be stored in what can best be described as a ‘supply chain data lake’. OpenText Business Network already has a cloud-based data lake, hosted in our data center, which stores the B2B transactions as they move across our network. This allows companies to analyze these transactions and identify performance trends across the supply chain. For more information on this take a look at our Trading Grid Analytics web page. So let me now explain how a data lake which can accept different types of supply chain information could evolve. The figure above illustrates my interpretation of what a ‘supply chain data lake’ could look like, it highlights the type of information, both structured and unstructured that could enter the lake, and then it highlights how our EIM solutions could leverage this information in different ways across the business to help drive IoT enabled supply chain processes. Let me just expand on the different sections that make up this diagram. The first step is to ensure that you can receive information electronically from trading partners across your end-to- end supply chain. This will involve digitally enabling every trading partner, but it is more than this as every connected device, from the vehicles delivering finished goods to customers, down to the pallets carrying the goods will need to be remotely connected to the IoT platform. This allows a macro level of supply chain visibility to be achieved. Deciding what supply chain assets need to be connected to the IoT platform, what type of information needs to be obtained from the connected device, what B2B transactions need to be accessed and what you actually want to measure will then determine the type of analysis and reporting that can be achieved. The next step is to drip feed the data into the supply chain data lake. In addition to B2B transactions, and sensor based information, the lake could be populated with many other types of structured and unstructured information. For example, social media or website information relating to the service availability of key 3PL providers and inventory data from every connected asset involved with the movement of goods across an end-to-end supply chain. Multi-media data such as videos highlighting damaged goods from a supplier or perhaps new regulatory data that will impact the compliance reporting of a trading partner community. If all of this information can be placed in a centralized supply chain data lake then it can be acted upon as required by different stakeholders in the business. The third step leverages the EIM based solutions to analyze and review the information held within the supply chain data lake so that some form of process can be initiated across the supply chain. Consider this section of the diagram as an oil rig (EIM solutions) sitting on top of a valuable seam of oil (data) waiting to be extracted. Each of the EIM solutions has its role to play in processing information from the supply chain data lake, whether using Business Network to transfer information into a back end enterprise system such as ERP or using analytics to identify some form of performance trend that needs to be acted upon. Finally the IoT platform will be accessed by key stakeholders across the business, users in the procurement, manufacturing and logistics functions for example. They could leverage this information in many different ways but there are some important supply chain related use cases for how a globally accessible and fully integrated IoT platform could optimize supply chain processes. In the Gartner webinar that I highlighted earlier I discussed how an EIM-based IoT environment could support three supply chain related processes, namely Pervasive Visibility, Proactive Replenishment or Predictive Maintenance. I am going to expand on these three areas in my next blog.

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Do Oil and Gas Companies Have Their ‘Stranded Assets’ in a Sling With Over-Production?

oil and gas

So the Keystone XL pipeline has got a green light. Great news for US steel workers but does the oil and gas sector really need a bump in production? Oil and gas prices remain resolutely low and volatile, which is a potentially lethal combination. I believe more companies than care to admit are sitting on ‘stranded assets’ that can’t currently be profitably developed. So why are over half of oil and gas executives confident about the outlook for their business? The answer lies in collaboration and digitization. Oil prices are low and the prospect of $100 a barrel looks a long, long way off. To address this, there has been a great deal of talk about oil and gas companies becoming energy providers by diversifying into renewables. This may be a long-term strategy – recent research suggests 59% of oil and gas executives agree – but in the short term there is still plenty of life in fossil fuels. Like Mark Twain, the death of oil and gas companies may have been greatly exaggerated with one expert suggesting the end would be ‘nasty, brutish and short‘. With Deloitte reporting that $620 billion of projects had been cancelled or deferred through 2020, there is good reason for pessimism but also good reason for optimism. Exxon projects the world energy market to grow 25% over the next 25 years. Within that, it sees the growth on oil use being 19% and gas use experiencing a 51% increase in growth. In the short term, oil and gas companies will continue to focus on cost reduction – especially CAPEX – and that is leading a drive to increased and improved collaboration. In a sector that has witnessed mega-mergers and consolidation on a huge scale, the shift to collaboration makes a great deal of sense but requires fresh thinking. In recent research, two thirds of the executives surveyed said that cost pressures were driving more industry collaboration.  The key reasons were fairly predictable: to make projects financially viable, reduce risk and downside exposure, to gain access to new skills. The result is that the major companies can control costs but also work with smaller, more agile companies to gain access to a tier of projects that may not have previously matched their business model. The growth of collaboration is fueling a demand for greater industry standardization – almost 70% of oil and gas executives see greater global standardization initiatives throughout this year – through mechanisms such as Joint Industry Projects (JIP). The key to success in collaboration and standardization lies in Digital Transformation so it is no surprise that, where executives expect to see CAPEX falling, one area of investment that is increasing is digitization. Automation and Big Data are clear areas where digitization can bring cost and operational benefits but collaboration also requires a solid and secure digital platform on which partner companies and share information and collaborate. One Joint Industry Project to standardize subsea documentation led a company to suggest it could reduce engineering hours by over 40% through re-using documentation and reducing the review process. There are plenty of stories in the industry of where important documents can’t be found or the wrong version is used or submitted. Document standardization is one part of the solution. The other is an Enterprise Information Management platform that can bring all project documentation together in a single centralized system. Content can be effectively stored and retrieved with the correct version control and meta-data to ensure that only the correct documents are worked on – and that they can be called up instantly. More importantly, all partners can access the system to provide a digital platform to facilitate collaboration.

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OpenText WFO Video Series: Lessons Learned About Reporting to Executives

WFO Video Series

I’ve just taken a few moments to go back and read the 2017 Video Series blog posts that my colleagues and I have shared with you over the past weeks (you can easily do the same: links to the first seven blogs are listed at the end of this post). And in doing so, I’ve been reminded of the valuable advice that our speakers have made available to us all. The topic of this year’s series, Driving Contact Center Awareness Within Your Organization, is one that our speakers are definitely passionate about, one that they’ve given a lot of thought to and have put a lot of effort into within their own practices, whether as analysts or contact center leaders. I’m glad to be writing about this eighth, and final, question posed to our speakers because it really does serve as a kind of summary on the topic: What are some lessons learned about reporting to the executive team? In answering this question, each speaker reiterates the imperative for contact center leaders to be fully engaged with their own executive leadership. The success of the contact center depends upon it. And to a person, they all recognize that the success of the business relies on this close relationship as well. For instance, listen to what Keith Dawson has to tell us: “What [my clients] have learned, I think, is that we’re in a period of tremendous flux. We’re in a period where all the basic assumptions that we’ve worked with for 25 years are now in question…We need to be much more active instead of reactive. We need to get out in front of problems instead of waiting for them to come to us.” Keith warns us that you can have all this stuff, “you can have a vested and accountable leadership, you can have the perfect mix of tools and technologies,” but if you don’t have a fully engaged front line of agents, you’re not going to be able to provide an optimal customer experience. To further drive home the point, here’s what Jason Goodroe had to say when answering this last question in the series: “I’ve learned is how much [the executive team] cherishes how I’ve cared for the [contact center] team members. How we treat them, how we guide them, it’s those extra attributes that they really desire for us to do.” And Jason puts it even more succinctly when he reminds us that “a moment of recognition carries years of value.” Great advice. Like all of the insight offered by each of our speakers as they answered each question in the series. I hope that you’ll take a moment like I just did to read through the blogs and take into serious consideration the advice highlighted in each post. Better yet, listen to the recorded commentary to discover each speaker’s unique perspective on the topic. And definitely share links with your colleagues to the specific video clips from the OpenText™ WFO Software 2017 Video Series landing page. Advice like that offered by our speakers could just be what you need to move the awareness needle of your contact center with your executive team. In all, our speakers provide their insight related to eight questions about driving awareness of the contact center within your organization, and they explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? I also encourage you to join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages.  We would love to talk with you more. The OpenText WFO Software team has really enjoyed bringing this 2017 Video Series to you, and we hope that you’ll also check out our previous series and learn how interaction analytics can have a huge impact on your contact center and business. Here’s wishing you great success in your contact center initiatives.

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Are you on Track to Deliver the Right Picture?

digital asset management

I’ll admit it, I’m a total motorsports nut. If it has wheels and an engine I’ll happily watch it race. The number of wheels doesn’t particularly matter, two or four I’ll be trackside. So when I see a link to a work-related article online with a picture of a race car in the header, it’s pretty much a given that I’ll click through. Such was the case last week when a picture of a particularly lovely vintage Ferrari race car caught my attention. The article itself went one better by describing the challenges of systems implementation by using running the Indianapolis 500 race as a metaphor. You would think that would be the perfect post for me – yet it annoyed me. The reason? That Ferrari, the same one that had caught my attention in the first place. The problem was that while the article had consistently referenced the race at Indianapolis the picture was that of a Formula One race car. F1 and IndyCar are two distinctly different branches of the sport with very different cars. That Ferrari would never have raced in the Indy500. As much as I found the article interesting, the racing and content pursuit in me was irritated. Why didn’t they use an appropriate picture? OK I’ll accept the vast majority of people reading the article didn’t even notice the incongruity; a race car is just a race car isn’t it. Imagine instead that the article had been about Star Wars, and they’d used a Star Trek image, or about the Marvel movies and they’d used a picture of Batman (yes, I’m a geek too); or it had been about an industry you work in and they’d put up something related to one of your competitors. I’ve seen that happen when I worked in both aerospace and equipment manufacturing. Incidents like that immediate undermine your message’s credibility for those who have a degree of knowledge of the subject matter. Getting the right image on your message is important. I recently hosted a webinar on using social media and one of the areas we discussed was the use of images to accompany posts, blogs, articles etc. We talked about how images need to be: Relevant, Eye-catching, Symbolic, Thematic, and ideally original. The problems, like the Ferrari one, arise with an over reliance on search and stock art. That over reliance can lead to what I call the curse of The Millennial Man, where the same stock image is used over and over again by everyone. The Millennial Man refers to a photo that seems to accompany nearly every article that has the word “millennial” in the title. You know the one, the bearded guy walking down the street with a coffee in one hand, looking at his smart phone in the other hand. So how do you ensure that you are using the right images?  Don’t just search the web for something that might work. Use a Digital Asset Management platform that contains only brand approved art and images, or those that the company has licensed from an image library. Make sure that those images are correctly tagged with accurate and comprehensive metadata that makes searching easier and more accurate. It’s worth remembering that often the content about the content (i.e. the metadata) is more important than the content itself. Stay on track by considering the importance of metadata up front. Don’t just describe what is in the image, but think about what that image could be used to illustrate, what markets it might be appropriate for ( and just as importantly markets or circumstances where it may be inappropriate.) Defining a meta data strategy and managing it is a winning strategy.

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Enterprise World 2017 Will be ECM Like You’ve Never Seen Before

ECM at Enterprise World

ECM at Enterprise World 2017 will be unlike any other previous event. This year’s event will be the first to see the OpenText™ Content Suite platform standing side-by-side together with what used to be one of our main competitors, the Documentum group of ECM solutions. How big of a deal is it? In two, brand new reports examining the current ECM technology landscape, the highly respected analysts at Forrester Research ranked both Content Suite and Documentum as a leader in the ECM market. Yes, Enterprise World 2017 will have two headlining ECM acts. And we’re pulling out all the stops to show the OpenText community how our strategy to merge the strengths of these two leaders will benefit customers and partners in a number of areas: Stability and Confidence OpenText is a market leader in ECM and a world leader in delivering valuable learning and collaboration events for ECM practitioners. Enterprise World will give you first-hand insight into our plans to support and grow ECM solutions. Sessions dedicated to product roadmaps and convergence strategies are just the start; Enterprise World is also your chance to integrate yourself into the OpenText community, meet the product gurus, and ask the questions that are most important to you. Don’t miss: ECD-100 Documentum is now OpenText — What’s New and What’s Next? Focus on the forward-looking strategy for the Documentum ECM portfolio, exploring the current innovation agenda for Documentum as well as how our new pairing with OpenText adds interesting technology and capability opportunities to our future roadmap. ECD-101 Comprehensive Archiving — OpenText InfoArchive and Archive Center Roadmap Attend this session to learn more about the comprehensive roadmap for OpenText Archiving. ECD-203 The Latest Advances in Capture are Driving Business Transformation Highlighting the latest capture innovations that are driving business transformation today. In addition, we’ll discuss how to integrate these technologies into your existing capture and business system investments. Making the Most of Your Current Investment We’ve increased the number of ECM-focused “Product Update” and “How To” sessions by 50% to fully cover our expanded ECM portfolio. There’s a lot to talk about: new features and functionality, enhanced ability to extend ECM into the enterprise, improved app development capabilities, and more. You’ll learn how to optimize the performance of your current infrastructure — and be able to explore a whole new stable of complementary solutions — with everything from hands-on demos to ever-popular customer success stories to highly technical step-by-step tutorials. Don’t miss: ECM-100 OpenText Content Suite Advancements and Innovations Join our product experts for a review of the past year’s most important advances and a look into what’s coming in the near future. ECM-107 Using OpenText Extended ECM to Integrate Lead Applications and Improve Processes See a real-world example of how Extended ECM improves business processes across cloud and on-prem lead applications such as Salesforce®, SAP®, and SharePoint®. ECD-105 Enhance your Documentum Platform with OpenText Solutions for SAP® Explore the OpenText Suite of SAP solutions, with particular focus on Invoice Management and Business Center for smart capture and document processing in SAP. See how you can use these solutions with your Documentum platform today. Building for Future Success The concept and practice of ECM are changing as organizations embrace digital transformation — “Enterprise Content Management” is evolving to “Content Services.” But what does this mean? Cloud, mobility, apps, and integration will be critical to future success. At Enterprise World, you’ll discover how to prepare for tomorrow’s opportunities with a host of strategic sessions and thought-leadership keynotes. Don’t miss: ECM-210 Hear from Experts on the How, What, Where, When, and Why of Moving ECM to the Cloud OpenText cloud and ECM experts will outline options for ECM as a managed service in the cloud and share best practices and options to help get you started on the right path. ECD-107 SaaS-based LEAP and OpenText Core add value to Existing ECM Investments Pull up a seat as we demonstrate how you can add value to an existing repository such as Content Suite or Documentum, or implement LEAP separately to automate and transform any business process. You can register to attend Enterprise World here.

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Clarity First. Clarity Always – Managing Marketing Content in the Life Sciences

life sciences marketing

Marketing from the Life Sciences industry is constantly under the spotlight. US state and federal governments have handed out some eye-watering fines to pharmaceutical companies for false claims. Yet, consumers, physicians and Life Sciences companies all want the same clarity and transparency in the information delivered. Life Sciences marketing management systems need to change before the industry loses its most important asset: stakeholder trust. Operating within any heavily regulated industry is challenging and the penalties for non-compliance are rightly severe. When people’s lives are at stake, it’s clear that the marketing information has to be reliable and trustworthy. A 2016 Public Citizen showing that pharmaceutical companies had paid over $35 billion in fines over the last 25 years demonstrates that these standards have not always been achieved. However, research suggests that the public retain high levels of trust in the marketing information they receive. Kantar Media suggests that 86% of adults have had some form of medical test and 66% have had an annual physical as a result of being exposed to TV advertising. In addition, Harvard University found that over three quarters of people felt that pharmaceutical companies did adequately explain the side affects and risks of their drugs. So, most people think that Life Sciences companies are doing the right thing. They just want to be sure they can rely on what they’re being told. The limitation of modern marketing systems This is where the marketing environments within many Life Sciences companies – especially large global organizations – are currently acting as an impediment. They are constraining the agility companies need in order to fully grasp the opportunities in innovation and market conditions. They are inhibiting the ability to deliver excellent and consistent customer experience in an increasingly omni-channel world. More importantly, the lack of end-to-end control and visibility across all marketing activity and assets leaves huge potential for the type of error or over-sight that can lead directly to huge fines. The situation is totally understandable. The last decade has seen an explosion of sales, marketing and creative solutions. The result is siloed marketing ecosystems where many solutions that are incompatible with each other. Sales enablement, marketing automation, social media management, creative production systems and more all handle vital, sensitive information – almost always without any centralized control. Project management systems are often localized and provide little or no integration into the other marketing and creative systems. Add to this the need to collaborate and share information with partners and external agencies – frequently on a country-by-country basis – and the full scale of the challenge becomes apparent. The holistic approach to Life Sciences marketing What is required is a change in thinking. Life Sciences companies have to move away from a project-based tactical approach to marketing – focused primarily on campaign delivery – to a more strategic approach around the effective management and optimization of all the company’s digital assets. OpenText calls this Marketing Content Management. Marketing Content Management enables a Life Sciences company to take complete centralized control of all its digital assets and marketing activities across the entire global organization and its extended marketing supply chains. It brings together all the disparate systems that currently form the marketing ecosystem and allows the organization to take a holistic quality approach to the marketing information lifecycle for the first time. Embedded analytics help companies assess the efficiency of their processes as well the effectiveness What is most important about this approach is the level of control that the company now has. It can now ensure that information is up-to-date and correct as it passes through the marketing process. Policies and procedures can be put in place to manage all digital assets from initiation to disposal. In addition, information can be securely shared with partners and agencies. The organization can ensure that everyone works to its standards and adheres to its policies. This delivers a new level of brand protection as the marketing department will have full visibility of how its marketing materials are amended and deployed by trading partners such as resellers and distributors. Marketing Content Management eases the burden of regulatory compliance on the Life Sciences marketing organization. It delivers the transparency and auditability that means the company can ensure the information within this marketing activities is correct and reliable – and it is easy to provide the information should a regulatory agency require. It is the foundation upon which customer trust can be built and maintained. Download our infographic on the 10 Best Practices for Life Sciences Marketing Content Management to take the first steps toward improving marketing quality and process harmonization.

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90 Days in – Attend new ECD Product Roadmap Webinar

ECD product roadmpa

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

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

Customer Experience Management

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

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

WFO video series

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

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


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

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When Search Meets AI, It Takes You Further


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

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Simplify Migration to SAP HANA and S/4HANA


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

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