Information Management

Why DAM Isn’t Just Pretty Pictures on the Web Any More

DAM webinar

Why do you purchase and implement a Digital Asset Management (DAM) platform in the first place? If you’re like me when I ran the content management team at another company, it was originally to control the flow of approved images to the company’s online presence. We were revamping the website and eCommerce platform and a key part of the project was to improve the images used, and to make sure that they were both brand and safety compliant. It didn’t take long for the word to spread that we now had a single safe source for brand approved images. Soon we were talking to other groups in the company, and even our dealer network about how they could contribute to, and access, the DAM. Instead of just storing the images selected for use on the website we were soon storing every picture from a product photo shoot, then came interest from the company archives. In the space of eighteen months we had passed one million assets and over eight-thousand users accessing them. But the most interesting part was the way that the DAM became the source for applications and use cases that we had never considered. We had developed a way to create lightweight 3D models of our products, and started storing the source files for those on the DAM too. Suddenly the DAM was the source driving Augmented Reality proof-of-concept innovations, being used to populate digital signage at dealer showrooms, as well as training, facilities planning, trade shows, coffee table art books, calendars, licensed merchandise, and more. At the point where I left the company we had recorded sixteen different use cases for the content stored in the DAM, and I’m sure there’s even more now. The thing is, I was far from alone in witnessing how a good DAM platform can be used in different. powerful ways. Since joining OpenText I’ve seen other uses, such as: Media companies who use their DAM to deliver DVD packaging and advertising banners that automatically resize and place the correct logos and text based on the intended markets and distribution channels. Drinks companies where the DAM is a central component of their high-profile sports sponsorships programs A rail company that uses the DAM to manage rail inspection videos from cameras mounted on the front of locomotives An aerospace engine company that uses its DAM to store and analyze images of parts from any engine involved in an accident So how are you using your DAM platform? Join us on Wednesday February 15th for a webinar on how to Unlock New Potential (and ROI) From Your DAM. Click here to register

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3 Tips to Gain Mindshare for Your Contact Center

Contact Center

One of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand perception of the contact center within any organization. Contact center brand perception? Yes, exactly. Every enterprise contact center is perceived differently by other business units and C-level executives depending on how the company approaches its customers and markets. Is the company strictly bottom-line driven, wringing every last dollar out of its budgets in order to maximize profits? Or is the company customer-centric, doing everything it can to improve customer service in order to compete effectively in the marketplace? I love talking about this at customer meetings and industry events because we all know the contact center holds the key to vast and rich customer information, exactly the kind of customer knowledge that every department and every executive should want to understand in some form or another. Better business decisions are made when more is known about customer preferences, behaviors and opinions. So why is it that the contact center is more often perceived as a cost-center rather than a customer experience leader? Why are we constantly tasked with delivering better service, hitting higher sales targets, scoring higher customer satisfaction responses but with ever-tightening personnel resources and budget dollars? Why is the contact center constantly tasked with delivering better service with ever-tightening personnel resources and budget dollars? I invite you to register now for a webinar on February 23 when Ken Landoline, Principal Analyst for Customer Engagement at Ovum, and I will explore this issue that I’m so passionate about. Make no mistake: this is an internal brand perception issue. But we will approach the discussion from a very practical point of view, offering you specific tips on how to secure greater investment and ensure organizational mindshare. In this webinar we will share proven methods about how to get more in order to do more in your contact center: – Learning what KPIs matter most, identify, provide and relay metrics that matter – Setting up your dashboard, quickly identify information to make real time decisions and predict behavior – Becoming an indispensable resource, understand and coordinate contact center goals with others in your organization With this actionable information in hand, you can then manage or influence up and be the agent of change who helps evolve the internal brand perception of your contact center from cost center to value center. I look forward to you joining us at this webinar. Doing More with Less? 3 Tips to Gain Budget and Mindshare for Your Contact Center Webinar Date: Thursday, February 23 Time: 2:00 PM ET / 1:00 PM CT / 12:00 PM MT / 11:00 AM PT Register Now

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Empower Your Mobile Workforce

mobile workforce app development

Is your mobile workforce integrated into your IT based business processes? Can maintenance engineers look up data, order parts and enter job details directly at maintenance sites? Does your delivery staff need to get signatures for delivered items? Do you need to notify workers about their next task? Do you want your Sales team to submit orders right at the customer site? Do your mobile workers need to take photos of work sites and submit them to headquarters? Do you need to track the GPS position of mobile workers for further processing? There are endless scenarios where organizations can benefit from mobile IT solutions. Mobile infrastructure Mobile network infrastructure is at a point where high speed network access is available everywhere. And mobile devices like smartphones and tablets have internal databases and file storage capabilities that enable developers to create offline capable apps without problems. Technically there is no reason to exclude your mobile workforce in your IT processes today, and create a more efficient organization and a better, more responsive customer experience. Mobile workforce app development best practices All this can be easily done with low effort app development and usage of mobile devices like smartphones, phablets and tablets. The development effort for mobile workforce apps can be kept quite low when using multi-platform development tools like OpenText™ Gupta TD Mobile. Other than Apple and Google’s native development tools which require high effort platform dependent coding, TD Mobile offers development of mobile workforce apps for all mobile platforms from one source code, empowering organizations to develop mobile workforce apps that work on any mobile device at a small budget. Integrate mobile workforce apps into your IT infrastructure TD Mobile workforce apps can easily connect to any of your backend IT systems. Using the no-coding database access feature, developers can configure database access to all SQL and NoSQL databases without actually writing any code. If you are using a Web Service or REST service layer for your business logic, TD Mobile can easily access these services as well. Integrating business logic from SAP, SalesForce and OpenText AppWorks is easy as well. The data communication with the datacenter and the binding of backend-values to visual objects is automatic as well. TD Mobile is built to automate and reduce the development effort of mobile apps as much as possible. Mobile workforce apps require strong security and integration with office security systems. With TD Mobile all data communication between the data-center and the mobile device can be configured as strongly SSL encrypted. At the backend TD Mobile can interact with any security provider as LDAP and Microsoft Active Directory to force sign-on via corporate standards. Smartphones and tablets contain a host of device features like camera, GPS sensor, accelerometer, fingerprint reader and many software features and apps like the contacts database, email, notifications and much more. Developers crafting apps using TD Mobile can easily access the device and software features of smartphones and tablets. The built-in camera can be used to decode barcodes, the GPS feature can be used to detect the current position, notifications can be sent to an app user, to for example send the next work order. The possibilities of integrating device features are endless only limited by a developer’s imagination. Many organizations have grown international and require mobile workforce apps to adopt to local language. Using OpenText Gupta TD Mobile development teams can build multi-lingual apps from scratch. All required UX languages can be provided in one single app source. At application runtime the app chooses the language to use based on the current locale of the device. Native app deployment and Web app deployment TD Mobile apps can be deployed as native Android, iOS and Windows Phone apps. Developers can easily monetize their efforts as native apps can be deployed through the Apple AppStore, Google Play store and the Windows store. Apple and Google enterprise deployment options can be used to deploy internal workforce apps. Additionally or alternatively TD Mobile apps can be deployed as Web apps allowing to run them on any device that hosts a Web browser. This comes in very handy when the app needs to be used on desktop computers that use Windows, Linux or MacOS operating systems. If you are still using paper-based processes for your mobile workforce it is time to rethink and integrate your mobile workforce into your IT systems giving them access to anything they need from anywhere to increase efficiency and speed up internal processes, increase efficiency and such providing a better more responsive customer experience. Download a free trial version of OpenText Gupta TD Mobile 2.1  now.

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100,000 Pieces of Content a Day

content

It often feels like we are being deluged by content, we are exposed to more stories, images, video, and audio than ever before. Yet most of that content (social media aside) has been sorted, indexed, written, edited, managed, and gone through a publication process before it even gets to us, the consumer. How do those who produce the content deal the vast amounts of raw information, text, and images etc., that go to make up the stories that we see? And how do they make their publishing efficient enough to keep up with the unedited real time content streaming across the various social media platforms? These were the sort of problems facing News UK the publisher of some of the biggest and most popular British newspapers. The Times, Britain’s oldest daily national, and The Sunday Times are the world’s best-known quality newspapers. The Sun is the most read British newspaper, with more than four million readers each day. News UK also operates a number of digital channels, including Sun Bingo, Sunday Times Wine Club, and Riviera Travel. News UK receives and generates more than 100,000 new digital assets each day, and manages in excess of 25 million assets in total. The assets including text, images, pages, video, graphics, and audio needed to be captured, indexed, and quickly made available to users across the business. Their existing digital asset management system (DAM) had served the business well, but was more suited to print media, with limited options for moving towards a converged, multichannel solution. It also lacked the ability to be easily integrated to its chosen editorial system. “We need to drive a greater responsiveness for global news coverage, rapidly publishing articles that provide a consistent, rich multimedia experience for readers across all channels and publication brands,” says Simon Pumphrey, Systems Manager at News UK.” Against a backdrop of technical change, we have to ensure we remain at the forefront of how news is delivered, across all channels.” In looking for a replacement for their legacy system the new DAM solution had to be faster, easier to use, and be more cost-effective than our existing system. It should also help us ensure compliance with usage rights of the assets we use, with comprehensive tracking, audit, and reporting. We wanted a browser-based solution, based on open standards, which would be straightforward to integrate to our editorial system. OpenText™ Content Hub for Publishers (CHP) meets all of these criteria and more,” says Pumphrey. CHP has been introduced as part of a large-scale transformation project to increase collaboration across editorial teams. “The business critical deployment of OpenText CHP allows News UK to collect as many as 100,000 or more new digital assets and news feeds submitted each day by multiple journalists, photographers, and agencies into a single system. The OpenText content Analytics engine automatically tags these assets, ensuring content can be quickly found and retrieved across the various editorial desks.” Not only can the assets be easily repurposed across The Times, The Sunday Times, and The Sun, but the solution ensures the correct rights are associated with each asset, helping to mitigate the risk of digital rights infringement. “In today’s connected world, customers are choosing to engage with our newspapers across a growing number of devices and, increasingly, we need to manage the growing types of digital content to create a richer digital experience. We chose OpenText CHP as the scalability of the platform has enabled us to move from a print-centric process to one where journalists can associate multimedia content directly into different channels,” You can find more information about the News UK implementation of CHP here, and download the white paper on Content Hub strategy.

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Matthew Storm Joins the OpenText WFO Team

WFO

If you follow Matthew Storm on social media you may see “marketer, speaker, traveler, foodie, a farmer’s son, a customer service fanatic, lover of life and empty-nester.”  Sounds more like a transformer to me! Matthew has been working on mobile solutions for the past year as part of the OpenText team and as of this month, has stepped up as the product marketing team leader for OpenText™ Experience Suite.  This includes Workforce Optimization, Customer Communications Management, Digital Asset Management and Web Experience Management. Matthew has spent the last decade working overseas and leading a great team at NICE Systems, in addition to his years of contact center operational experience. He has a proven track record of delivering innovative and action-oriented results that unerringly focus on what matters most to both his internal and external customers. Fun and engaging, highly collaborative, deliberate when necessary but with a keen sense of speed to market – these are some of the attributes you’ll appreciate most when working with Matthew. I spoke with him about his new role, and here are three reasons he’s thrilled to be at OpenText: Analyst Recognition The Ian Jacobs-led team of Forrester researchers recently looked at what contact center teams are doing and what problems they’re solving with WFO solutions.  In their research, Forrester also took into account how easy it is to work with the vendors.  At OpenText, a valuable two-way relationship is based on how much a vendor listens to its customers. One of our references told Forrester, “We have had a seat at the table to influence the overall product road map.”  We are excited to bring new innovation to this space and honored to be categorized “Strong Performer”. Download your copy of the Forrester Wave for Workforce Optimization here. WFO Innovation The OpenText™ Qfiniti team has been busy!  In the past 18 months, the OpenText Qfiniti platform has released key innovations in agent guidance, desktop analytics, analytics-based QA, mobility, gamification, and managed services, all with a consistent user interface and unparalleled scale. Matthew was instrumental in the early stages of Qfiniti’s birth in 2003 and said, “I’m proud to see that the fresh innovations to OpenText™ WFO Software are grounded in the longstanding best practices of usability and customer-driven advancement.” Connecting Customer Journeys Finally, while many vendors talk about the multi-channel experience, OpenText has the depth of portfolio to actually “create” digital experiences on the web and social media that match the conversations happening in the contact center.  Matthew recently shared with an analyst that, “every department in an organization thinks that their group sets the tone for the customer experience; but in reality each department is driving amazing silos of mixed delight.  OpenText is more than just multichannel and journey-speak – our solutions touch every angle of customer experience management and seek to connect experiences to drive customer lifetime value.” Learn more about OpenText Experience Suite today. Welcome to the team, Matt!

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ECM that Works the Way You Do – Announcing eDOCS 16.1

eDocs

It’s here and it’s shipping! OpenText is pleased to launch eDOCS 16.1 – overflowing with innovations for an increasingly secure, flexible work environment that ‘works the way you do’. The release reflects our continued pursuit of secure, easy ECM. Innovations provide greater protection against security threats and data breaches, while helping you meet the needs of your changing workforce and their desire for easier, faster access to information and more flexible ways of sharing and collaborating. Flexible and Intuitive eDOCS 16.1 includes a host of functionality for more a more flexible and intuitive work environment – such as FlexFolders to view content based on preferences and re-inherit security and metadata when moving documents between folders, Desktop Sync and Save to synchronize content between a DM folder or workspace and your local drive, targeted records search to constrain a search within a specific file part for faster results, and responsive webtop design to optimize the user experience across devices. Increased Security and Collaboration eDOCS 16.1 also introduces new layers of security and easy ways of adding it, including single-click document security and metadata “look up” security (native ethical walls). For improved sharing and collaboration, Shared Workspaces let you create, secure, and share a workspace with others in eDOCS DM, and integration with OpenText™ Core provides easy, secure content sharing with external parties via the cloud. Streamlined Administration Ease of administration is critical for organizations looking to do more with less. With 16.1 we’ve incorporated library maintenance, FlexFolder administration, and management of client settings into the DM Management Studio. This provides streamlined administration of on-premises or private cloud deployments within a single application. Curious to learn more? View our slideshare presentation, watch our 16.1 Preview Video, visit our microsite, or contact us for a demo at eDOCSinfo@opentext.com.

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OpenText Completes its Acquisition of Dell EMC Enterprise Content Division, including Documentum

As many of you know, OpenText has recently completed on the previously announced acquisition of Dell EMC’s Enterprise Content Division, including Documentum. This acquisition cements OpenText’s position as the ECM market leader and represents an exciting time for the company! Firstly, Documentum is here to stay. We are committed to protecting Documentum customers’ investment with new innovations and continued support for both the OpenText Content Suite and OpenText Documentum. OpenText will expand ECD’s strategy of developing next generation, cloud-native content applications based on the OpenText LEAP Platform. The acquisition of Documentum only strengthens OpenText’s position as the Next-Generation Cloud Content Services Leader and helps drive our promise to accelerate Digital Transformation for our customers. Integrating the ECD portfolio within the OpenText EIM solution presents an amazing opportunity for all of OpenText’s customers. And, with our Innovation Tour continuing to travel around the globe we have a perfect opportunity to share our vision.  For example bringing analytics and intelligence to Documentum, D2, Life Sciences Application, Capture, InfoArchive and Leap. The Innovation Tour is an exciting opportunity to hear more about how the OpenText roadmap will encompass all of the ECD products to deliver on the promise of digital transformation.  I am also excited to deliver a live code demonstration of the very first integration of an ECD product into the OpenText suite. The upcoming tour schedule is: London: March 21, 2017  – Register Now Paris: March 23, 2017 – Register Now Munich: March 28, 2017- Register Now Stockholm: March 29, 2017 – Register Now Eindhoven: March 30, 2017 – Register Now I look forward to seeing you in one of the EMEA innovation Tour stops. I have also included my contact information and would love to hear from you and learn more about your use of the ECD, Documentum Products. Kind regards Muhi S. Majzoub EVP,  Engineering and Information Technology e: mmajzoub@opentext.com t:  muhismajzoub

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Check Your Coaching Program Expiration Date

coaching

One night while visiting family in Tulsa, I developed one of the worst headaches I’ve had in years.  The Advil container in my travel bag was empty, and I set out across my in-law’s house to find a solution to my pounding forehead. I faintly remember seeing some medicine in the laundry room on a previous visit and so I walked quietly, head in hand, through the dark house. My father-in-law is a veterinarian, so my first pass through unusual bottles in the cabinet allowed me to quickly rule out rabies, ringworm and even equine diabetes. Finally! The “human” shelf.  Advil, and not the horse version of ibuprofen, but the people stuff. I don’t care if you read this as 2007 or 2001, neither date pattern is good. And just as I was about to throw that bottle in the trash, standing in the light of the medicine cabinet, I weighed the good and bad and decided it just wasn’t worth it. To make matters worse, I finally remembered seeing a single-use packet in my computer bag, and so I just put the bottle back on the shelf and made a mental note to say something to my family in the morning. Expiration Dates Defined But did you know that these expiration dates really do stand for something?  They don’t go bad, but according to a Harvard Medical School article, expiration dates are the date at which the manufacturer can “still guarantee the full potency and safety.”  My expired Advil might make my headache go away, but after that date they can’t guarantee results. Don’t do it! So don’t risk it. I challenge you today to ask yourself this question – have you checked the expiration date of your coaching and quality monitoring program lately? Have you turned over and looked at the label on your old NICE, Verint or Calabrio system?  Do you feel like you’re either not at full potential (think targeted coaching) or fully safe (think masking and muting credit card data for PCI compliance). If you are tired of the same frustrating results or aren’t sure you’re safe anymore, it’s time for a refresh. At OpenText WFO we know that throwing the old bottle away is hard. In fact, we even know that the upgrade path alone for many of these old coaching applications is brutal. But consider the effects on your staff — supervisors that don’t coach, employees that rarely get feedback or executives that don’t see results. If this describes the expiration date on your program, I invite you to check out the infographic with ICMI. This infographic explores the challenges of using outdated coaching techniques, shares industry research that shows the root causes and potential damage of bad coaching, and makes recommendations on technologies that enable better coaching conversations in today’s dynamic contact center environment. Don’t put it back!   Don’t just put that bottle back on the shelf. Throw it away and keep it fresh in 2017. Download the infographic below today for more information.

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Finding the Right Information in your Stockpiled Content

content search

Where did that document go? If you’re like me, one of the most frustrating things in your workday is searching for some piece of information that you’re sure you have, but is just out of your grasp.  Is it in my email?  Did I put that in the team folder?  Which folder? Is it archived? A report by Hyperion Group confirms that a major barrier to adopting Enterprise Content Management (ECM) systems is that users find it too difficult to locate documents (Source: Hyperion Research, MarketView Report 2016). Content needs to be findable Organizations continue to create a massive amount of content – from contracts to engineering drawings, email messages, images, and much more. For the most part, ECM systems have brought good rigor to collecting and storing content – and applying basic metadata to aid in classification and retrieval. So why can’t I find that document – even using the search function? Well, it could be a couple of things. The metadata captured from the user when submitting the document to the repository was limited. Over time, terminology has changed – and the metadata associated with the document has become less meaningful (e.g. you’re searching for “terminations” but the content was originally classified as “layoffs”) New approach required For searches to be effective, an investment into organizing your content must be made. And this can’t just be forcing your staff to fill out more metadata fields when they submit a document to the system. Fortunately, there have been many advancements in software that can automate the capture of metadata in order to augment the findability of information. I really believe that this promises to be the next leap forward that will drive user adoption of ECM systems and make ECM an indispensable tool rather than an obligation that is mandated from management. Beyond structured metadata Take for example OpenText™ eDOCS which can be paired with OpenText™ Content Analytics to dramatically improve the content search experience.  It’s all about using technology to automate the remediation of metadata. It can be as simple as using metadata to coalesce all kinds of content (e.g. “find all contracts for vendor ACME”).  But it’s also about going beyond structural metadata (e.g. title, date) and leveraging semantic metadata.  By this, I mean things like: Similarity analysis that enables you to find similar documents for any document Sentiment analysis that addresses what one might think of as subjective things like the tonality of an item (e.g. negative opinions). Companies are investing in these sorts of technologies in order to unlock business value from stockpiled content by applying automation to the capture of inferred metadata. These companies are at the forefront of driving adoption of ECM systems by appealing to that most basic need – i.e. making your content more findable. Visit our microsite to learn more.

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Join us for a Special AIIM Webinar Discussing the OpenText Acquisition of Documentum and the Future of ECM

AIIM webinar

The deal is sealed! Today, OpenText announced that we’ve finalized our acquisition of Dell EMC’s Enterprise Content Division, including the Documentum product group. When the proposed purchase was first announced last September, it generated speculation and opinion. Now, as the teams formally begin working together, it’s time to have an honest, straightforward conversation about what this union of leading ECM organizations really means to customers, to the combined partner network, and to the larger ECM marketplace in general. To help answer these questions, I’d like to invite you to a unique webinar on February 2. In partnership with AIIM, it will be part round table discussion, part Q&A session, and all valuable insight providing answers to the questions you may have. The roundtable will feature AIIM Chief Evangelist John Mancini, OpenText product experts, a successful Documentum partner, and the highly respected analyst Alan Pelz-Sharpe from Digital Clarity Group. The wide discussion will range from where ECM has come from, to upcoming integration strategies, and then to where ECM is headed next. Discussion should be lively to say the least! Please join us and register to attend here.

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Why Lawyers are Adopting AI Faster Than You

AI

When you think of bold, innovative users of transformational technology like artificial intelligence (AI), you naturally think: lawyers. It’s obvious, right? Risk-averse, measured, charge-by-the-hour, brick-and-mortar professionals that parse the written word (“Heretofore? No, hitherto!”) and deliver cautious, nuanced advice (“I didn’t hear your question, but regardless my answer is: It depends.”). Who better to make practical use of today’s cutting-edge AI? (“Alexa, draft an amicus brief in support of my motion in limine. Please.”) Lest the irony be missed, the legal industry is deservedly notorious for being a technological step or two—or more—behind its clients. Yet law firms and savvy corporate legal teams have been pioneering the use of artificial intelligence since the last decade. There is not a litigator of note today that hasn’t heard of Predictive Coding or Technology Assisted Review. These terms refer to the use of machine learning to mimic an attorney’s decision-making in the context of legal discovery, the process of identifying and reviewing up to millions of documents to determine which must be produced to the other side in litigation or an investigation. Predictive Coding can mean dramatically faster and more accurate document analysis and review. Why are lawyers leveraging AI for document review? Big Data: The growing amounts and kinds of data generated by workers—in office programs, cloud apps, chat systems, shared workspaces—means an ever-increasing challenge for legal and compliance officers. To them, all of this work product is potential evidence. Bigger cost: Of the more than $200B spent on litigation across the US annually, 70% is spent on discovery, and 70% of that discovery spend goes to document review. So, anything that can accelerate or reduce review means substantial savings for corporate clients. Irrelevant content: No one likes reviewing irrelevant data. (Imagine if you had to carefully read your junk email before deleting it.) Front-loading relevant content makes document review more engaging for attorneys, which improves their productivity and accuracy. The need for speed—to insight: Over 95% of civil cases settle, as the uncertainty and cost of a trial is generally to be avoided at nearly all costs. Finding the evidence that proves or disproves your liability early on is key to negotiating a favorable settlement. Think Netflix or Pandora on steroids. Predictive Coding is about finding more like this, where this is a piece of unstructured data (an e-mail, slide deck, letter, memo, etc.) and the more like are documents that are conceptually similar—even though they may not contain the same words that made this relevant in the first place. Documents that are similar in concept but use substantially different language can be equally significant for litigation and investigations. That’s why Predictive Coding goes far beyond traditional Boolean keyword search. To enable Predictive Coding, the system performs statistical analysis on the co-occurrences of all the words in each document ingested, even across millions of documents. It then creates sophisticated models around a handful of documents judged by attorneys to be relevant to the issue under review. It looks across the data set and finds more documents closely related to those models and suggests them to the attorneys for priority review. As attorneys review the suggested documents and label them relevant or irrelevant, the system gets smarter, refining the document models for even better results in the next round. With Predictive Coding, attorneys can find virtually all the relevant content in a data set by reviewing just 10-30% of it, shaving off weeks or months of tedious review and surfacing critical evidence far faster. What OpenText is doing about it: In 2016, OpenText acquired Recommind, a pioneer in advanced analytics for the legal industry for over 15 years. With unparalleled Predictive Coding and other unique capabilities, OpenText™ Discovery Suite helps enterprises discover what matters in their data—faster and more accurately. 2017 is poised to be a banner year for legal technology, as awareness and experience with Predictive Coding are approaching critical mass. Our vision is to see machine learning used to add value to every matter, on virtually every data set. After all, who better to drive technological innovation than your venerable counsel?

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2016 was a Year of Unprecedented Change for ECM. What’s in Store for 2017?

ECM futures

Happy 2017 from all of us at OpenText! Flipping the calendar is always an occasion for a few moments of reflection and prognostication. And, as 2017 finds its footing, my thoughts keep returning to the words of one of 2016’s newly minted Nobel Laureates: “The times they are a-changin’.” In both the larger world and our smaller, tech-focused arena, change seems to have moved from constant to relentless — it’s everywhere and the pace is increasing. The impact of change can be uplifting or devastating. Some of 2016’s amazing revelations were seen in things like a robotic arm being successfully wired to a paralyzed man’s brain, the Chicago Cubs winning their first World Series in over 100 years, and Amazon making a delivery via drone. These were countered by the loss of a host of cultural luminaries, from David Bowie to Prince to Leonard Cohen, Muhammad Ali, Harper Lee, Princess Leia and way too many others to list here. And, of course, let’s not forget 2016’s biggest example of change, a certain federal election that I can’t help but filter through ECM-tinted goggles: Did a presidential candidate’s basic email governance issues alter the course of modern history? Only time will tell, but I’m thinking this point may come up in more than a few Information Governance presentations over the rest of this decade. That was just one instance where information management influenced change — and vice versa — in 2016. See below for more: Box continued to dance with the IBM elephant Hewlett Packard Enterprise continued to restructure, agreeing to multi-billion dollar deals that will spin-off/merge its Enterprise Services division with CSC and its software business (including Autonomy) with Micro Focus Lexmark was sold, with its software unit reportedly put up for sale immediately by its new owners OpenText celebrated its 25th anniversary by announcing its intention to acquire Documentum Increasingly staggering tales of data leaks and hacking garnered even more of attention thanks to everything from the Panama Papers to the Democratic National Committee to Yahoo Digital Transformation continued to expand the possibilities and expectations of content within enterprises, often resulting in a not-entirely-comfortable spotlight being turned on ECM’s history of implementations and adoption Together, these disruptors tell a tale of a sector seemingly in the throes of transition and uncertainty. It was enough for some industry analysts and experts to begin sounding the death knell for traditional ECM platforms: They’re too complex, too unwieldy, and too expensive. Maybe they have a point? More than a few commentators also raised the suggestion that the very concept of enterprise-wide content management is obsolete — the market is oscillating back towards standalone, easily digestible solutions to specific use cases rather than bulkier, unified platforms. This piecemeal approach comes with its own set of issues, though. Employing independent, niche apps for specifics like content creation, collaboration, and sharing can run counter to maximizing integration, security, compliance, and analysis. All of which are absolutely essential to realizing success in the coming years. ECM in 2017 and Beyond Future ECM success will be found in technology that can be both a platform for massive, document intensive business processes as well as a lightweight solution for integration and built-for-purpose apps. Success will be seamless collaboration inside and outside the confines of the firewall. And successful ECM will still bridge information sources, aggregating data to drive processes through contextual workspaces – all while providing the governance capabilities we still need. Critically, ECM will sneak into the background as part of applications and processes; functioning as a fully integrated, behind-the-scenes facilitator supporting productivity. Bonus points are awarded if it allows organizations to leverage the sizable capital and knowledge investment they already have in their current ECM platforms. How do we get there? OpenText has a vision for the future of ECM: Cloud-First — quickly deployed, elastic, always available, and constantly updated Independently Consumable — micro-service architecture and REST APIs make it easy to embed ECM in lead business applications and purpose-build new, lightweight apps Consumer Experience — simple, clean UIs; self-administered to maximize adoption Analytics — built-in for light-touch insight into usage, workflow, and continual improvement Repository Agnostic — stands independently or integrates with existing storehouses to eliminate migrations and leverage existing investments Application-Centric — a platform designed for the development of low- and no-code apps to solve specific business problems Can it be achieved? Yes. And it starts with the understanding that you don’t have to throw away your legacy ECM platform like an old 2016 calendar. Build on it. Start small. Aim for targeted solutions by thinking in terms of “content services”: Address your specific business needs strategically, then source and apply the appropriate technology to solve them, integrating it with the core infrastructure you already have. Whether it’s extending ECM functionality further into your business processes, enhancing content sharing and collaboration, or creating purpose-built apps to achieve specific goals, the foundation you’ll need is probably already there. That’s the key to the future of ECM; one that can be realized more quickly and successfully by fully appreciating the fact that “the times they are a-changing.”

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Westpac Bank Automates and Speeds Up Regulatory Reporting with OpenText Analytics

Westpac

When Westpac Banking Corporation was founded in 1817 in a small waterfront settlement in Australia, banking was rudimentary. Records were kept with quill pens in leather-bound ledgers: Pounds, shillings, and pence into the cashbox; pounds, shillings, and pence out.  (Until a cashier ran off with half the fledgling bank’s capital in 1821, that is.) Now, exactly 200 years after Westpac’s parent company opened its doors, it’s not only the oldest bank in Australia but the second-largest, with 13 million customers worldwide and over A$812 billion under management. Every year it does more and more business in China, Hong Kong, and other Asia-Pacific nations. The downside to this expansion is: More forms to fill out – managing the electronic and physical flow of cash across national borders is highly regulated, requiring prompt and detailed reports of transactions, delivered in different formats for each country and agency that oversees various aspects of Westpac’s business. These reports require information from multiple sources throughout the company. Until recently, pulling out and consolidating all these complex pieces of data was a manual, slow, labor-intensive process that often generated data errors, according to Craig Chu, Westpac’s CIO for Asia.  The bank knew there had to be a better way to meet its regulatory requirements – but one that wouldn’t create its own new IT burden. A successful proof of concept led to Westpac adopting an information management and reporting solution from OpenText™ Analytics. To hear Chu explain how Westpac streamlined and automated its reporting process with OpenText™ iHub and Big Data Analytics, and all the benefits his company has realized, check out this short video showcasing this success story.  (Spoiler alert: Self-service information access empowers customers and employees.) If you’d like to learn more about what the OpenText Analytics Suite could do for your organization, click here.

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Is Your Website a Reflection of You or Your Customers?

web content management solutions

“Hey Dad, did you have any feedback?” That text from my daughter last week was part of an ongoing discussion around the website that she was designing for a new business venture that she and a partner will be launching in a few months. It was the third iteration of the site, and this was the first version that was fully mobile friendly. My feedback was that with just a few minor tweaks, this iteration was very close to where they needed to be for the launch. It told a good story and provided the basic information their customers would be looking for. It wasn’t always the case. Early in the process of them developing a business case I asked my daughter and her business partner what they wanted the website to communicate. The immediate response was “We want it to let people know what we do.” A logical answer, but my response was something along the lines of “That’s great, but other people do what you do. What makes you special?” “We are focused on people with a particular problem area.” “Great. So think about the people who need help solving that problem. What are they going to be looking for?” As these sort of discussions continued, the website design and prototypes evolved from their description of what the new company did, to a series of short articles that addressed the potential customer’s problems, and how my daughter and her partner can help. They also looked at the list of services they were offering and decided to focus on the three where they have had the most interest. Now instead of a webpage with a shopping list of things to pick from, each solution article has information about the relevant service, with pricing and contact information. But it’s not only small businesses or start-ups that need to be switching their thinking from a website that, no matter how slick it’s presented, is little more than a digital brochure. Often these sort of “inside-out” websites end up being a reflection of the corporate structure accompanied by a list of products. Switching the mind set to a customer driven “outside-in” view can pay dividends, not only in an improved experience that can help customer’s solve their problems, but they can also have a direct impact on the company’s bottom line. I once worked on a project for a large company whose website was a perfect reflection of their corporate and business unit structure. You had to know what part of the company was responsible for a particular product to be able to find it; even the employees had a hard time figuring out where to find information. But a customer focused analysis showed that 80% of the traffic went to the website for just four things: to look up product specifications, pricing, buy spare parts, or get support. Once we rebuilt the website around making those tasks as easy as possible, traffic, leads, and online parts sales revenue all increased, and support costs decreased. Improving the customer experience is now regularly cited as a top strategic imperative for many companies, and the website is the always-on global showcase for that. Delivering a customer-driven web experience means not only changing the mind-set and the content, but also delivering a more engaging relevant and engaging experience that delivers value to the individual customer. It can rapidly become a complex process and needs the right sort of management tools to enable and support an effective web presence. OpenText™ Web Content Management (WCM) solutions are an open, flexible, and connected platform to solve the next generation of digital experience challenges faced by marketers and business managers. OpenText WCM brings together content, process, and applications to create and deliver optimized and personalized multi-channel interactions across the full customer journey.

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Was one of Your Resolutions Better CX? If not, it Should be

customer experience

Ever wonder why some companies seem to do so much better than others? Is there one competitor you always feel like you are chasing to catch up with? If yes, you might want to look at the customer experience (CX) you deliver and how that compares to others in your market. Many analyst firms are talking about the importance of making customer experience a top priority in a business.  Forrester Research recently released their latest CX Index findings and it continues to show that CX leaders consistently outperformed laggards in the market. So, it’s no wonder that companies continue to invest in CX. Better CX leads to a higher ROI and CX leaders tend to beat CX laggards on a number of metrics, ranging from compound annual growth to shareholder returns. CX leaders are also more likely to: Grow revenue faster Drive more purchases Dominate pricing Lower their service costs Reduce regulatory compliance risks   If you are interested in learning more I encourage you to watch this one-hour webinar. Forrester Research CX expert Margaret Rodriguez shares why CX leaders grow revenue faster than CX laggards; demonstrates how to link CX investments to ROI; discusses how to prioritize investments to continually improve customer experience and offers practical advice on how to drive  improvements. View the webinar here.

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A Duty to Safeguard Client Content

safeguard client content

We’ve all read the headlines. Security breaches continue to shock us for their magnitude and reach—from reports on hacking of Democratic National Convention (DNC) email servers during the 2016 presidential election; to the reported theft of more than 1 billion Yahoo account holders in December. The impact of a breach can be significant. And, not just for the clients—whose loss of personal information can make them vulnerable to financial loss—but also for the organizations who have failed to safeguard that information. A Measured, Disciplined Approach Digital security is complex and requires a multi-pronged approach. One part of this approach is provided by Enterprise Content Management (ECM), which many consider a “must have”—a foundational technology to safeguard sensitive digital content, while ensuring it remains readily accessible for day-to-day operations. At the core of every ECM solution is a Document Management repository—providing a secure home and a structured approach for saving, managing, and governing digital content. Content in the repository is protected by system-wide security and varying levels of more granular security. The ability to securely access content anytime, anywhere by mobile devices is key, as is the ability to check out and securely share content externally in the cloud. User Adoption is Essential Solutions for securing content are only as good those who use them—and many choose not to. Hyperion Research tells us that in the average ECM-enabled legal organization, for example, only 70 percent of users actually use the system. The rest store content however and wherever they like—on desktops, in file shares, in unsanctioned, poorly secured cloud file-sharing repositories. Ethical Reasons to Safeguard Client Content Everyone gravitates to what is easy; to the path of least resistance. In the end, however, the decision to safeguard client content can be considered an ethical or moral one. Lawyers, in particular—regardless of whether they are employed by law firms, in government, or in legal departments of organizations across varying industries—have a professional duty to safeguard client content or “property”. The American Bar Association, for example, requires that lawyers safeguard client property in their possession by holding it separate from their own property to prevent co-mingling (ABA, section 1.15). It is generally accepted that files and documents belong to the client, not the firm. In addition, lawyers must maintain client property in a way that is not only secure, but also readily available and retrievable over time. Complying with Regulatory Requirements ECM solutions are purpose-built to meet these fiduciary requirements, as well as applicable regulatory requirements—and not just for legal, but for firms in many industries. If employees don’t effectively maintain client information they may compromise ethical obligations to safeguard client property and also increase their firm’s exposure to compliance risk. In the end, those firms will have a tough time demonstrating compliance with HIPAA. They’ll have difficulty securing documents in compliance with ISO 27001, Sarbanes-Oxley (SOX), and countless other regulations. Client information is a valuable commodity and a growing target for theft. Hacking techniques are constantly evolving. Regulations are growing to protect that information. We all have an obligation to ensure the safe, secure management of client information, and with ECM solutions like eDOCS, securing content is not only possible, but easier than ever. More information is available here.

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An Account Number by any Other Name

online customer experience

All I wanted to do was give a business some money. Yet they seemed determined to make it as difficult as possible for me to pay my bill. We had received our first invoice from them as a paper bill in the mail (how 20th century!), but as we pay all of our regular bills digitally we decided to go online and pay that way. Two steps into the website process it asked for our Account Number; which was not printed anywhere on the paper bill, nor on the covering letter. A few clicks and we managed to find our account profile online. Still nothing labeled as “Account Number” anywhere. Ok we’ll pay by check this time around just to make sure it gets there. Then we saw the following note on the payment instructions: “Please include your account number on the check.” – You mean the “Account Number” that you haven’t told us? A few more clicks around the website and we eventually found an email address to send a question about how we could find this elusive number. The response was “Oh we get asked that a lot. You just go to your account profile and combine the abbreviation from Box 3 with the number from Box 5 so the account number looks something like ABC1245.” As I ran this frustrating scenario back through my mind (after I had managed to pay the bill) it raised several Customer Experience questions: If you have customers repeatedly asking the same question about a part of your process, then that part of your process is broken. You need to fix it. And not in a way that makes it easier for you, but in a way that it makes it easier for the customer to complete their task, like giving you money on time! If there’s a vital identifying piece of information that customers need to be able to interact with your business processes, then make sure it’s included on any, and all, customer correspondence or interaction, be it physical or digital. Names are important. Think about what you call something. Don’t expect the customer to know the terms you use internally. Pick names that the customer will recognize and use it consistently. As a further example of this last point, I once worked with a company where one of the product lines was known internally by its engineering name. No-one outside the company used the term to describe that sort of product. No-one in the industry, and certainly none of the company’s customers or prospects did. But the engineering name was embedded throughout the company’s processes and even used on the website. No-one ever searched for that name and as a result it never came up in search engine results and online lead generation for that product line was almost non-existence. After a lot of discussion we eventually got the product people to agree to using the more common name on the website – i.e. the term that customers and prospects used when searching. In a week the relevant webpages started popping up in the top 10 search results. In a year the lead generation increased exponentially with a resultant growth in product revenue. The customers were also happier, and support costs dropped, because they could now find the information they needed quickly and easily. All because the name was changed to the one that the customers used.

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The Best Way To Enable Your Digital World

Innovation Tour London

The Innovation Tour, London, Returns In March For Another Successful Year As data continues to reinvent our economy, just about every organisation in every sector must transform to a Digital Enterprise if they are to remain competitive and relevant. My favourite conversations involve hearing how our customers are succeeding in navigating this digital change. While digitisation is having disruptive effects on people, companies and markets globally, it’s also full of opportunities; particularly here in the UK. I am always impressed at the level of innovation and collaboration our customers achieve; particularly the new ways they are benefitting from greater agility, better insights and the transformative effects of responding at digital speeds. That’s why I am looking forward to one of the highlights of our calendar year at the annual 2017 Digital Innovation Tour, London on 21 March. More than 350 people will be attending this year’s flagship event and I will be aiming to speak to as many of them as I can and I would encourage you to attend and do the same. If you attended last year, you will know the value that bringing so much collective insight, experience and expertise together for one just day delivers for the rest of the year and beyond. Our customers tell us that it’s the quality of the networking and face-to-face conversations that spark new ideas, facilitate first-hand insights on pertinent trends and deliver fresh thinking around common information management issues, that sets it apart from other industry events. It’s a reputation we’re rightly proud of and are committed to continue. It’s also a great opportunity to hear from some of the industry’s leading experts who know how to drive benefits for your business, as well as learn about all of the exciting new innovation from OpenText as we continue to deliver against our product roadmap and vision. Along with an agenda packed full of real life case studies, we will also be hosting solution-specific breakout sessions and demonstrations. Customers tell us how beneficial they find these, as they can see first-hand how others have transformed their Enterprise Information Systems (EIM) to truly become Digital Enterprises and ask practical questions about how they’ve addressed specific scenarios. It’s our intention to make the 2017 Innovation Tour even more valuable and engaging than last year’s event. That’s why we’ve decided to hold this year’s conference at County Hall in Westminster to accommodate the growing demand. Whether you have attended in previous years or are new to the Innovation Tour, we are looking forward to helping you deliver the best digital experiences for your company, your wider ecosystem partners, and of course your own customers. Our objective is to ensure your business is empowered to explore the boundless opportunities that EIM delivers, which makes an ideal format for our conference. I look forward to meeting you there.

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OpenText Named Leader in Five Functional Areas of new Gartner ECM Critical Capabilities Report

enterprise content management

Last month, the highly respected analysts at Gartner released their 2016 Magic Quadrant for Enterprise Content Management. As I wrote in my last blog, the report provides some excellent insight into the changing Enterprise Content Management (ECM) landscape and how ECM solutions are evolving to meet the needs of digital enterprises. It’s compelling reading. And, yes, OpenText was once again named a leader in the sector—the 13th year in a row we’ve been honored with that designation. This month sees the release of the Magic Quadrant’s companion report, Gartner’s Critical Capabilities for Enterprise Content Management. As in the earlier Magic Quadrant, OpenText™ Content Suite scored extremely well in the Critical Capabilities report, ranking first in three categories and second in the other two. So, two Gartner reports, two leadership positions for OpenText Content Suite! What’s the difference between the two reports? In Gartner’s own words: “The Magic Quadrant assesses the ECM vendors with respect to their ability to execute in the market and their vision. This Critical Capabilities document assesses the 15 vendors in terms of their ECM suites’ functional capabilities to support the following five use cases: Personal and team productivity Records management and compliance Process applications Content ecosystem Digital transformation/modernization” It’s clear by looking at these five areas of assessment that the expectations and functionality of ECM have changed. Gone are the days when ECM platforms were viewed and assessed as labor-intensive, one-way repositories where part of an organization’s information was filed to meet compliance requirements. New use cases cover everything from digital modernization to employee productivity to process integration. What’s involved in each? Personal and Team Productivity A new generation of knowledge workers demands new ways to share, collaborate, and create. The new ECM standard is to make adoption and usability simple, allowing users to work they want to work, while providing relevant content in the context of projects and tasks and integrating with leading productivity suites like Office. Records Management and Compliance ECM is a traditional driver and a long-standing strength of OpenText. But governance can no longer hamper throughput. It must be an underlying, concurrent by-product of process and personal productivity. Automation and transparency are key. Process Applications ECM was never about ECM, it was actually about making the business better. Next-gen ECM must excel at the use of automation and workspaces to increase the reach, security, velocity, and value of process-generated content. Think case and contract management, M&A, RFPs, claims processing, and more. Content Ecosystem If ECM is about making business process better, it means that it needs to be extended into business processes and the business applications where the process lives. Previously isolated applications are now linked with ECM has the central hub, information can flow across functions, and governance can be extended. Digital Transformation/Modernization The first four use cases fit into our “new normal” understanding of ECM. However, the last one, ECM as a driver for digital transformation, definitely stands on its own. It’s certainly a source of pride that OpenText leads this category and it’s obviously critical to our customers as digital transformation tops the agenda for many organizations’ strategic plans right now. However, digital transformation starts with customer centricity. The question is: Does ECM have a role to play in customer engagement? Yes! It certainly does if you consider that enterprises now realize the digital employee has the same choices as the digital consumer when it comes to when, where, and how they get their information. Engaging and enabling knowledge workers is where customer centricity starts, and ECM is a vital part of that experience. Customer centricity also typically requires an improvement in digital operations. Based on the first four use cases above, ECM’s ability to improve personal and process productivity positions it as a key difference maker. Information is still the lifeblood of the organization and transformation initiatives almost always involve making the flow of information easier within the organization. What does it mean in terms of your success with ECM? OpenText believes the concept of ECM—whether referencing the product itself or the traditional definition of “content management” within the enterprise—MUST change in order for organizations to thrive as digital entities. Success in the coming decade requires a new approach to information management. Enterprises need to adopt a new stance in order to have full control over, and be able to extract maximum value from, their most important asset; the information that flows from every person and process in the organization. Next-gen ECM solutions will play a key role in that. Just not in the way many have traditionally viewed ECM. As Gartner’s new report highlights, technology advances now allow ECM platforms to play a lead role in driving light-touch collaboration, bridging isolated siloes, and instilling automated, transparent governance in every corner of the enterprise. Still not up to speed on the new way of thinking about ECM and how it can contribute to your success? The two aforementioned Gartner reports are required reading. And there is also some great insight here and here. Then, take a few minutes and explore how OpenText ECM solutions are meeting the needs of progressive organizations here, here, and here.

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Media Management – A “Rosetta Stone” for Rosetta Stone

media management

The Rosetta Stone the famous tablet, found in 1799, that displayed the same text in three ancient languages: Greek, Demotic (Egyptian script), and hieroglyphics, provided the key to enable deeper understanding and more accurate translation of those languages. In doing so it gave us a broader view of the ancient world and enabled other discoveries to be put into context. Sometimes the various different aspects of a large corporation can feel like they are using different languages to describe the same thing. What we need is a digital “rosetta stone” that can help facilitate conversation around shared assets from marketing, through sales, support, finance, legal, and other lines of business. One company that has successfully addressed that issue is the company named after the aforementioned archeological find – Rosetta Stone.  Rosetta Stone provides cloud-based learning for more than 30 languages in close to 150 countries. It serves schools, businesses, governments, and millions of individual learners across the globe. It’s an often repeated truism by those of us in the content industry that every company is a publisher, and this view is reinforced by Donna Bible, the Senior Digital Asset Manager for Rosetta Stone. Everything that Rosetta Stone does starts with content, and Bible and her team manage more than a million images, videos, and audio components used by professionals across the world to develop interactive lessons. “My role is to use the right system to collect all that content, catalog it, and enable the creative services teams who make videos for our end users, as well as the product and the images within it.” “We work with our creative and legal teams to harness the most recent videos and licensed imagery,” Bible states. “Using OpenText™ Media Management, I am able to gather the latest versions and final published documents and ensure that people see something that is out to press or published on the web and approved.” Media Management enlivens creativity and productivity, according to Bible. “If you are able to harness content, relocate it and reuse it, you are at a completely different scalable level of work,” she says. “You save your creative team time and you save the legal team time from having to contest rights.” OpenText Media Management meets the company’s expanding needs while maintaining a rich collection for its growth across borders. “Having a consistent vision of retaining knowledge and content … and integrating the different departments has brought and kept a lot of people together,” Bible states. “It’s also allowed us to on-board people more easily by giving them insight … Media Management has become more than just a work tool. It’s really an archive of history for the company.” For organizations implementing digital asset management, Bible offers this advice. “At first, involve as many people as you can,” she says. “Then, when you implement, focus on one group: get that right and use it as a service model.” Results compound quickly, Bible notes. “Trust that there is a snowball effect of value you’re building. After some years, it can be very satisfying.” Check out the video and download the white paper for more on the Rosetta Stone story. Or view this on-demand webinar to learn how another Media Management customer, Monster Energy, benefited from their  asset management initiative.

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