Are We There Yet With Content Analytics and Intelligence?


Artificial Intelligence is a disruptive yet intuitive technology that is shaping the Enterprise Content Management systems of the future. While ECM systems have relied on passive responses, AI is stressing the use of active responses and making workflows based on findings from the machine learning aspects of AI. The use of AI is seen as beneficial in increasing enterprise knowledge or leveraging the enterprise assets. Today ECM implementations are often faced with questions on how to boost AI or make content intelligent. This blog discusses how the ECM offering from OpenText has embraced the challenges posed by AI. Content Intelligence Services Content intelligence is the ability to provide structure for unstructured content – a process enabled by the intelligent, automated tagging and categorizing of business content for personalized delivery and easy search. Tagging and categorizing content with rich metadata makes it available for reuse across multiple initiatives such as customer and employee portals, custom applications, and personalized sites where capabilities such as precise search, easy navigation, and personalization are critical to productivity and customer satisfaction. By extending the value of content through reuse, content intelligence also cuts the costs of recreating information. However, despite the value of content intelligence for advanced searching and personalization, companies have been slow to embrace this technology because it is often perceived as complex or difficult to implement and deploy. There are multiple debates within both business and technical domains as to the most optimized manner for creating the taxonomies and hence the tags for the content. Furthermore, this technology is sometimes considered inflexible, particularly when changing market conditions or new business opportunities require changes in the way content needs to be organized. Many point solutions break down under these conditions because complex integrations with other products need to be reconfigured, resulting in re-implementation costs and valuable time wasted. OpenText Documentum Content Intelligence Services OpenText™ Documentum Content Intelligence Services help enterprises create taxonomies and tag their content automatically. OpenText Documentum CIS is a high-performance extension of the OpenText Documentum platform which automates and controls the enrichment and organization of enterprise content based on powerful information extraction, conceptual classification, business analysis and taxonomy and metadata management capabilities. It is fully integrated with the Documentum platform and thus provides an automated solution for all kind of content managed within an OpenText Documentum repository. OpenText Documentum CIS turns unstructured enterprise content into intelligent structured content with powerful, unique capabilities: OpenText Content Intelligence OpenText™ Content Intelligence is an add-on to the OpenText™ Content Suite Platform that helps increase user adoption, productivity, and management insight by accelerating the deployment of tailored applications, actionable dashboards, and reports. It bundles accelerated Tile/Widget creation, enhanced REST API, and a powerful sub-tag library with a complete set of instantly deployable and easily modifiable prebuilt reports, dashboards, and applications. OpenText Analytics OpenText™ Analytics revolutionizes analytics and reporting functions of the ECM solution. The Analytics suite enables creation of dashboards, visualizations, and analytics applications that answer vital questions across the organization. OpenText Analytics Suite comprises two deeply integrated products: Big Data Analytics and Information Hub (iHub). Working in tandem, these two products give business users, business analysts and citizen data scientists the ability  of independent data preparation, data exploration, advanced analytics and sharing and socializing the analysis results in compelling dashboards, as interactive data visualizations, or pixel perfect reports. OpenText Information Hub (iHub) OpenText™ Information Hub (iHub) is a scalable analytics and data visualization platform. iHub enables IT teams to design, deploy, and manage secure, interactive web applications, reports, and dashboards fed by multiple data sources. iHub supports high volumes of users, and its integration APIs enable embedded analytic content in any app, displayed on any device. iHub enables report developers to design, deploy, and deliver secure, interactive web applications, personalized reports, and dashboards fed by multiple data sources. With an iHub application, business users can explore data on their own with interactive capabilities such as drill-downs, filter, group, build new calculated columns. Also available: Interactive Viewer Dashboards Analytics Studio OpenText Big Data Analytics OpenText™ Big Data Analytics is an analytics software solution for business users and analysts looking for an easy, fast way to access, blend, explore and analyze data quickly without depending on IT or data experts. Advanced analytics helps businesses understand their customers, markets, and business operations as well as managing IT budgets effectively, leveraging expert resources as needed. Big Data Analytics combines an analytical columnar database that easily integrates disparate data sources, with built-in statistical techniques for profiling, mapping, clustering, forecasting, creating decision trees, classification and association rules, doing regressions, and correlations. Users can get a 360-degree view of their business, explore billions of records in seconds and apply advanced and predictive analytics techniques all in a drag-and-drop experience, with no complex data modeling or coding required. Working in an easy-to-use, visual environment business user can upload their own data, clean and enrich it, blending data from disparate sources. They can then apply pre-coded algorithms and analytical techniques to gain insights from massive data sets on the fly. OpenText has both on-premises as well as cloud versions of Big Data Analytics solutions for the customers. There are also solutions specifically tailored for certain industries: Analytics for Energy & Utilities Analytics for Public Sector Analytics for Manufacturing Analytics for Financial Services Analytics for eCommerce & Retail Analytics for Logistics & Warehouses Analytics for Telecommunications Analytics for Publishing & Media Analytics for Healthcare Analytics for Marketing Service Providers Some of the advantages of choosing OpenText Big Data Analytics are: All your data in a single view: Access huge data sets from multiple sources quickly and easily. Analyze billions of records in seconds: Leverage high-performance, real-time Big Data analysis of hundreds of tables, millions of rows, billions of records—at once—for deeper business insights. No complex data modeling: Eliminate the need for data cubes, pre-processing and modeling. Minimize data analysis-related IT workload and dependency on data scientists. Best Practices analytical techniques: Pre-built algorithms and ready to use predictive analytic techniques. Discover threats, hidden relationships, patterns, profiles and trends to make fact-based decisions. No coding required: Go from raw data to sophisticated data visualizations in minutes with a few clicks. Easy to use visuals: Analyze Big Data quickly and visually with decision trees, association rules, profiling, segmentation, Venn diagrams and more. User autonomy and self-sufficiency: Empower users without statistical backgrounds to run deep analytics with pre-packaged algorithmic functions. Automate with Workflow: String together multiple steps into one process and schedule it to run on a regular basis. For more details on the benefits of OpenText Big Data Analytics, click here Conclusion Big Data Analytics is well targeted towards specific industries and allows the business users to create rich reports by analyzing data from various data sources. The solution provides easy configuration tools for the business users and reports creators to design and develop a report quickly. At the same time, Documentum Content Intelligence Services provides a mechanism for users to mine structured and unstructured content to automatically gather information as configured by the business users. Both solutions allow easy information extraction from unstructured content and allow for readable and meaningful reports. While both solutions provide two different sides of the puzzle, there seems to be an opportunity  remaining in Information Extraction techniques and development of self-learning, intelligent algorithms to parse the unstructured data into meaningful structures. The resulting structures could then be utilized for creation of reports and providing a feedback to the users or system workflows, thus rendering the system even more intelligent. More to follow on this topic shortly.

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Getting Hands On With Release 16 and OpenText Professional Services

Professional Services

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

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My Support – We’re Here to Help!

My Support

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

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Innovation Tour: Sydney

Innovation Tour

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

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OpenText Live Webinar Series – Upcoming Schedule

OpenText Live Webinar Series

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

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It Takes a Team to Win it all

OpenText Support

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

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New Graduate Finds his Calling as an OpenText Consultant

Consultant OpenText Germany

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

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Customer Success, One Job at a Time


Happy Customer Experience Day! Did you get an Outlook reminder? Maybe a Facebook notification? Probably not. But it’s an important day all the same. Today, organizations around the world are investing time to recognize quality work that has been accomplished in the name of their customers. At OpenText, we treat every day like Customer Experience (CX) Day. That’s because everything we work towards is built on our foundational drive to make our customers successful. Whether it’s with our products, Customer Support, Professional Services or Sales teams, we are committed to helping our customers achieve their goals. This means developing robust, innovative solutions that not only check off the boxes on RFPs, but perfectly fit each individual customer’s business from a personnel, technological—even cultural and philosophical perspective. How is this possible? By getting to know our customers on an individual level. In the September 2016 issue of the Harvard Business Review, there is an article that explores strategies used by businesses to better understand customers and help drive innovation. According to the authors of this article, businesses around the world are enjoying the benefits of Big Data and the information that can be gathered from analyzing customer demographics, spending habits and high-level trends. No one can doubt that this information is incredible. But it’s just a piece of the puzzle. To get a complete picture of what we need to work towards, we need to understand the jobs our customers are trying to get done. “’Job’ is shorthand for what an individual really seeks to accomplish in a given circumstance,” say the HBR contributors. “A deep understanding of a job allows you to innovate without guessing what trade-offs your customers are willing to make. It’s a kind of job spec.” For B2B companies like OpenText, the jobs that customers toil away on are often complex and nuanced. In the article, it’s explained that through focus groups, Hershey’s discovered that customers were put off by the guilt-inducing trail of paper left after a session of snacking on peanut butter cups. That’s pretty fascinating. But the challenges faced by our customers require more investigation. Along each step of our customers’ journey with OpenText—from their experience browsing our website, to customizing and upgrading products—we are listening to our customers. Our dedicated Customer Experience team gathers feedback collected from regular surveys, customer advisory boards, events and individual interactions shared by employees. Every single piece of feedback is read by a member of our team. The information gathered from that feedback is then categorized accordingly, and shared within the organization. Listening to—and working with—our customers is just part of who we are. In this recent podcast, you can hear how we helped AmerisourceBergen better serve their customers by working directly with their IT department to understand their unique needs and challenges. It’s just one of many successful customer relationships we’ve been able to grow over the years, and just one of the examples in which knowing our customer’s “jobs to be done” resulted in success for everyone involved. Take some time today to think about what your organization has been doing well and what you could do better to help your customers succeed. Recognize achievements and work to understand what your customers are really trying to accomplish. If you can help get them there, they’ll keep coming back to you. Learn more about CX Day.

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OpenText and AmerisourceBergen Develop Superior B2B Customer Experience

B2B customer experience

For your convenience, you can either listen to the Podcast below, or read the transcription in this blog. Complex Processes Simplified Every now and then, I find myself drawn to the Discovery Channel’s “How It’s Made” program. You probably know the one—it’s a TV show that gives a behind-the-scenes look at how some of our most well-known consumer items are put together, packaged and sold. There’s something strangely hypnotic and satisfying about watching thousands of bottles roll through a giant machine to be filled with soda, or a seasoned professional hand-weave a basket. Apart from providing therapeutic stress relief, the program has given me a deeper appreciation for the effort and detail that goes into a product long before it finds its way to a store shelf. The role of behind-the-scenes business-to-business (B2B) vendors in providing an excellent experience for the end customer is huge. The challenge for B2B organizations is to discover who the end customers are and what they need, without having direct contact with those customers. To overcome this challenge, B2B organizations need to develop effective communication and collaboration practices with their business customers and partners. OpenText has had a strong business relationship with leading healthcare solution provider AmerisourceBergen for a number of years.  Among the many things AmerisourceBergen does well is provide B2B distribution of pharmaceuticals to healthcare institutions around the world—and they do that very well. In fact, they handle approximately 20 percent of all the United States’ pharmaceutical distribution. While the process of labeling bottles as seen on How It’s Made is impressive enough, each of those labels is the same—it’s just a matter of sticking them on each bottle. AmerisourceBergen’s customers have more… challenging requirements. Here’s what Scott Marshall, Director of Application Development at AmerisourceBergen said about those requirements: “One of the core components of our business is a complete drug distribution system… When customers receive their product, they also need to have documentation included with the products they receive. We call these packages ‘Driver Ready Packs.’ They’re packs of information that are kind of contained together by delivery location and customer. And they have invoices, price stickers and other documents that customers need.” Thanks to a deal struck with major US retailer Walgreens a few years back, AmerisourceBergen had to triple their production and delivery of those Driver Ready Packs. In fact, AmerisourceBergen now processes 275,000 documents and prints 20,000 bundles of Driver Ready Packs every day. And remember, they distribute products of the most vital nature to be delivered to waiting patients, doctors and families. The room for error in these thousands of custom-packaged and addressed bundles is virtually nil, and time is always a factor. “Back in 2007,” Scott says, “AmerisourceBergen realized that they had been spending a lot of time and effort, and they were not putting that documentation together very efficiently. So they partnered with OpenText and took a look at [OpenText™ Customer Communications Management (CCM)], which back then was referred to as StreamServe, to help automate the collection of this documentation, centralize it, and help make our printing more efficient.” “It automated the assembly of the documentation and sorting,” Scott continues, “and kind of gave an easy way to format content for the delivery person. It improved integrations with more modern technology. We actually had a much faster throughput and printing process, and a lot more accuracy. Overall it reduced our processing steps by about 80 percent and reduced the time it takes to generate our documentation by two thirds.” Catering to Customer Needs AmerisourceBergen generates documentation with CCM in a variety of ways, depending on how their customers prefer to receive it. By working closely with customers, OpenText continuously adjusts and enhances the capabilities of their solutions to meet the changing and evolving needs of their customers. Scott says that “One of the things [they] really liked about CCM is that you can take the same information and make it available in multiple channels such as faxing, emailing.” “What we see a lot now,” says Scott, “is that customers tell us how they want to be communicated with, and you have a mix where you might have someone who is a little more traditional, who likes having paper in their hand that they can feel, where others want to receive things electronically. So we have been trying to keep up or ahead of what our customers’ wants are, and use tools such as CCM that really provide cutting-edge technologies that are able to meet customer needs and communicate in different digital manners.” Certainly, the flexibility, convenience and environmental consciousness of digital documentation is a great benefit for customers, and AmerisourceBergen is poised to help their customers make that transition with support from OpenText and CCM. They are also prepared to make other agile adjustments. I’ll let Hiren Patel, Director of Application Delivery explain: “The business has ever-changing needs in terms of legal disclosures on documents that have been printed, on any text, updates, or in any new document. Now things of that nature, any changes for the application or a solution per se, are very easy to make. They are less stressful in terms of impact to our production.” “There was an incident where a year ago,” Hiren goes on to say, “when we had come across a business requirement to comply with the new DQSA Act passed by the government. It was critical to meet the timeline. To comply, we had to create advanced ship notice documents on very short notice. But we were able to make the required changes and deliver that on time. I think that was one of the key pieces where we identified how easily we can build documents and deliver them with the CCM solution that we have in place.” Stronger Together AmerisourceBergen has done a great job at keeping up with changing customer requirements and industry regulations, but they’re not left alone to manage their IT implementations. Thanks to their strong relationship with OpenText, they always have the support and technical expertise they need to provide an excellent experience for their customers. “We keep OpenText support on hand for whenever we might need them and reach out to them to understand how, or if, there is a better way to resolve something,” says Hiren. “Because for any successful project, you want to create a proper foundation so you have a stable and scalable solution. We highly value [OpenText Support] because they are experts, properly trained. They know the ability of the platform and features that it can provide. They can guide you in terms of how to architect it and properly manage your business and how you can solve their issues. So, again, we definitely value them.” For B2B organizations, an excellent customer experience is often built upon the service that customers are able to provide their customers. AmerisourceBergen has found a reliable, scalable solution in OpenText Customer Communications Management that gives Amerisource customers like Walgreens the information they need to deliver important pharmaceutical products in a timely and responsible manner. Together, B2B alliances like the one developed between OpenText and AmerisourceBergen can accomplish much more, and provide customers with a far superior experience than they’d be able to achieve alone. Learn more about OpenText™ Customer Communications Management, and the AmerisourceBergen success story.

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Meet the Experts: Oliver Gallienne

Today in Meet the Experts, we caught up with Oliver Gallienne. Oliver is the Vice President of Professional Services, Enterprise. What excites you most about the industry right now? The unprecedented scope and pace of the change that is occurring.  Every day at OpenText we see , and are part of, amazing examples of how our customers are embracing the changes in our society and economy to drive advantage and growth in their businesses. What does the digital world mean to you? Disruption and opportunity.  Digital allows the creation of new business models and processes that enable organizations to better serve their customers.  It enables the rapid introduction of new players into more traditional markets who are using those new business models to differentiate themselves by the experience they offer. All of this is driving amazing innovation in the industry so it’s an incredibly exciting place to be. Are you ready for Nashville and why? Absolutely, I am more excited about this Enterprise World than any previous one.  First off, this show is all about informing our customers “How To” get the most out of Release 16 and Professional Services is at the forefront of that mission; Secondly, I am really looking forward to hearing Chris Hadfield speak, his book “An Astronaut’s Guide to Life on Earth” is a personal favorite; and Thirdly, as a Brit, I’m looking forward to visiting Nashville Why is this going to be the best Enterprise World yet? Because it is going to be so heavily focused on the “How To.”  We have listened to our customers and have 100% more breakout sessions than ever before along with additional network opportunities and technical speakers What will customers learn about our products at the event? They will have the opportunity to learn how they can use the fabulous features and functions in Release 16 to drive real change in the organisations to be successful in the new Digital world What are the must see sessions in your opinion? EIM-201 Optimize your investment with OpenText Services Programs EIM-202 How to Measure and Enhance User Adoption EIM-203 Implementing an OpenText EIM Center of Excellence EIM-204 OpenText and Success Factors: Transforming Talent Management EIM-205 ECM for Engineering Document Management And, finally, what is your favorite country singer/ song? Glen Campbell’s cover of Green Day’s Good Riddance To hear from more OpenText Experts like Oliver, don’t forget to register for Enterprise World .

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OpenText Live Webinars – Upcoming Schedule for April

case management

For years, the OpenText Live webinars have provided thousands of customers with technical knowledge, expert advice and the latest in product news. Below is the latest OpenText Live webinar series for April, which will be delivered by OpenText Product Management, developers and technical experts. You can anticipate more new webinars every month now, leading up to Enterprise World 2016. Follow the links below to register for the webinar session(s) of your choice: Introducing OpenText™ Media Management 16 Wednesday, April 6, 2016 at 11:00 a.m. EDT (UTC -4) OpenText™ Communications Center: The Next Wave in Customer Communications Management Thursday, April 7, 2016 at 10:00 a.m. EDT (UTC -4) Overview and New Features of OpenText™ Content Suite 16 Tuesday, April 12, 2016 at 11:00 a.m. EDT (UTC -4) Overview of OpenText™ Content Server Smart UI and Perspective Manager Wednesday, April 13, 2016 at 11:00 a.m. EDT (UTC -4) Overview of New Features in OpenText Content Server 16 Thursday, April 14, 2016 at 11:00 a.m. EDT (UTC -4) Gain Total Supply Chain Visibility with OpenText™ Active Orders Tuesday, April 19, 2016 at 11:00 a.m. EDT (UTC -4) Introducing OpenText™ Experience Analytics Thursday, April 21, 2016 at 11:00 a.m. EDT (UTC -4) Introduction to OpenText™ Connected Workspaces Tuesday, April 26, 2016 at 11:00 a.m. EDT (UTC -4) OpenText™ Enterprise Connect and Email Services 16 Wednesday, April 27, 2016 at 11:00 a.m. EDT (UTC -4) OpenText™ Release 16 Thursday, April 28, 2016 at 11:00 a.m. EDT (UTC -4)

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What Happened in Vegas

Photos from EW2015

The last time I was in Las Vegas, the now massive New York New York hotel was a mere fenced-off hole in the ground. There was no Bellagio, no Venetian, and certainly no Wynn, Aria or Cosmopolitan. Las Vegas Boulevard was fun and colorful, and at that time you could see more of the hotels that sit just off the Strip. Of course, there was gaming and adult attractions, and the hotels were all fun and unique, but Las Vegas was certainly not the luxurious, high end adult playground it is now. Coincidentally, the last time OpenText took its annual Enterprise World user conference to Las Vegas was in February of 1998, less than a year after my visit. Back then, Enterprise World was called LiveLinkUp—a tribute to our LiveLink product, now known as Content Server. OpenText was helping to pioneer the World Wide Web and discover the potential of a connected, digital world. At that time, we focused primarily on Content Management solutions and had yet to step into the realms of Digital Asset Management, Fax Solutions or Customer Experience Management. Like Las Vegas, OpenText has grown and matured a lot over the past decade. So too has Enterprise World. There is so much to learn and hear about at the conference, and so many of our partners and customers participate. The 2015 installment was the fourth Enterprise World I’ve had the privilege of attending, and each year I am blown away by the stories of innovation and success shared by our product teams and customers. And the keynote screens seem to get bigger every year.   [Above: It was tough to get a decent photo of the entire keynote screen. Here’s the best I could find. Photo credit: Julie Millard @JulieMillard3] While the technology, thought leadership, presentations and sneak peeks are great, what really gets me excited for Enterprise World each year is the chance to meet and connect with people I work with, but never get to see. As the guy who coordinates OpenText Live webinars, I work with OpenText experts and partners from all over the world on a regular basis. It wasn’t until I made it to Enterprise World 2012 in Orlando that I was able to meet Alister and Damien from Fastman (who were working out of Australia at the time), Aaron and Gordon from KineMatik (of Ireland and San Francisco, respectively), the eDOCS crew from Florida, Web Site Management experts from Germany, and so many others. Customers also get the opportunity to meet with people they’ve worked with, sometimes over many years. At the conference, we’re given every opportunity to network like this, and to have a great time while doing it. Conference attendees are generally focused on presented materials and soaking in the open tap of information during training, breakout and keynote sessions, so this isn’t the best time to network. The Expo hall is a good place to meet up with people, but can be busy and full of people trying to get the most out of their time between sessions. Luckily, the people at Enterprise World, whether they be OpenText employees, partners or customers, are always eager to meet up in the evenings and hang out. Over the past few years I’ve met some great people and am happy to keep in touch after the event (shout out to Steve, Alan, Tom and Alaina). [Above: Some of the wonderful people who made their way to Las Vegas for Enterprise World 2015. Thanks to Rana Aluraibi @ranoon and Kiera Obbard @kieraobbard for many of these photos.] With the venue in Las Vegas this year, we had plenty to do and see. OpenText hosted a partner event at the MGM Grand’s Hakkasan night club on Monday, and invited everyone to OMNIA at Caesar’s Palace on Thursday. But throughout the week people got together for dinners, walks around the city and shows as they spent some time getting to know one another. I hope that if you were able to attend Enterprise World this year, you enjoyed yourself. If you didn’t get a chance to visit, we hope to see you in Nashville next July. Come talk to us at the booth, or meet up with us afterwards.

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Spotlight On! Ted Parkinson

Meet Ted Ted Parkinson is a Senior Training Consultant with Learning Services in Waterloo, Ontario. As a seasoned OpenText Enterprise World (EW) instructor and former university teacher, Ted has a wealth of information and knowledge to share with students enrolled in his courses and workshops. This year marks Ted’s 16th year as an instructor at EW, and he couldn’t be more excited to be heading to Las Vegas this November. Q: What courses or workshops will you be leading this year? I will likely be teaching OpenText™ Application Governance & Archiving for Microsoft® SharePoint® (running from Nov 8-10), but I can teach any of the Content Server courses. Q: What’s your favorite part about being an instructor? I enjoy teaching and talking with customers from around the world and who are in many different industries. I like to learn about their content and processes and the challenges they face, and then give them some ideas about how to manage their information. One thing I have found with corporate technical training is how engaged most of the students are because our software really affects their work. Q: What part of EW are you most looking forward to this year? There are three things I will look forward to: Meeting former students, hanging out with the other instructors—it is one of the few times we meet in person—and playing some poker! Q: What’s your favorite book and why? The Diviners by Margaret Laurence. I taught it in university and it manages to be sprawling, sentimental, historical and engaging, all at the same time. Q: What was your favorite thing to do as a child? I loved to read because you could explore different worlds and see other possibilities. I grew up in Whitehorse in the Yukon, and while it is an exotic place, at the time I kept looking “outside” to see what else was going on in the world. Q: What are some of your other passions? When I’m not delivering training, I am often playing the guitar or keyboard—in fact, I’m working on an album of original songs I am releasing this fall. I’m also active in our Kitchener Neighbourhood Association and am president of NUMUS, a new music organization in Ontario. Meet up with Ted and take his courses at Enterprise World 2015 in Las Vegas, Nevada from November 8-10. Plus, if you play your cards right, you might just get to hear more about Ted’s many musical talents. To find out more information about the training program, or to register for Enterprise World training, visit our website.

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The more things change…Enterprise World’s ECM Message has remained Remarkably Consistent through the Years

It’s that time of year again, Enterprise World 2015 is fast approaching and the entire company is buzzing. Everyone is busy prepping their presentations, finalizing agendas, booking meetings with customers, and, ahem, checking out what else is happening in Las Vegas that week. Yes, we’re moving the whole event to Vegas this year! Personally, I’m excited about the change in venue; Las Vegas has an electrifying energy which will only amplify the impact of Enterprise World. Having been at OpenText for almost 15 years, I’ve lost track of how many times I’ve attended our annual flagship event, but I do recall attending back when it was called “LiveLinkUp” to support our Livelink products. Then it evolved to “Content World,” then came the change to “Enterprise World.” Over those 15 years, a lot more has changed then just the name of the event. We’ve seen a true shift in how organizations do business and the role of digital data in that landscape: Communication channels have widened from phone to email to Twitter and dozens of other possibilities; the rise of mobile devices introduced the concept of being “always on;” offices are more global and virtual, yet manage to be more interconnected; and, of course, there is the monumental explosion in the growth of content. According to IDC, 92% of the world’s data was created in just the past two years. But interestingly enough, with all this change, our ECM message has remained remarkably consistent when I look back at the themes of our annual get-together over the last 15 years. Here are a few examples: LiveLinkUp (Phoenix, 2004): ECM is mission critical LiveLinkUp (Phoenix, 2006): Enterprise transparency reflects the evolution of content management from simply tracking and controlling information to leveraging it for business advantage Content World (Orlando, 2008): ECM is strategic to efficiency, cost management, and compliance As you can see, a pair of constants hold true over the years…Content is still king, and ECM is the key to unlocking its potential. The only difference is that topics we were first broaching in 2006 have grown to become critical business issues in 2015. Namely, it’s now vitally important to be able to access and extract value from all the information your organization controls. The age of the digital enterprise has arrived, and information is the currency and lifeblood of organizational success. This year, Enterprise World continues its mission of helping you effectively and efficiently manage your enterprise information to increase productivity, agility, and competitive positioning. There’s a new way of thinking about ECM’s role in enabling all this, and Enterprise World 2015 is where the OpenText universe is gathering to experience it. Get ready for a host of new product announcements that will accelerate ECM’s integration into back-office systems and the cloud, training sessions designed to help you maximize your investment, and insightful keynotes and analyst panels that will help us all visualize a tomorrow of endless possibilities. The sessions I’m most excited about also focus on this progression of ECM as a fundamental enterprise cornerstone. It’ll be interesting to connect with both experts and attendees on the evolution of content management from simply organizing information to its next chapter of facilitating, aggregating, bridging, and governing enterprise-wide information flows. These are the sessions on my ECM can’t-miss list: ECM-406 Product Update: Transform your Organization by Putting the X in ECM ECM-402 Panel Discussion: Digital Transformation – Another Buzzword or Essential to Survival? ECM-412 Simplify Your Organization’s Digital Transformation with These Proven Steps I look forward to seeing everyone in Las Vegas in November!

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Enterprise World to Showcase Disruptive Technologies Impacting the Digital World

It’s that time of year again, lots of preparation for our main customer conference of the year, Enterprise World 2015. This year our event is being hosted at the MGM Grand in Las Vegas, where normally the phrase ‘what happens in Vegas stays in Vegas’ applies!, however we would like our customers to learn and take away as much information as possible on how OpenText can help create winning strategies for their digital business. I have been to Las Vegas before, in fact in 2008 as part of a US West Coast honeymoon trip and we ended up taking a helicopter flight over the MGM Grand enroute to the Grand Canyon. Las Vegas is not just a great entertainment destination, many technology focused conferences are held in the city every year. Many companies today feel as though they are gambling away their IT budgets on digital projects that give minimal returns. This is compounded by all the digital disruption that is taking place from new technologies such as the Internet of Things, wearable devices, 3D printers and drones etc. Many years ago, CIOs were struggling to deploy complex ERP environments to support their business operations, today disruptive technologies combined with cloud, mobile and big data solutions make their job even tougher. Enterprise World provides companies with an opportunity to learn and understand more about how our Enterprise Information Management (EIM) solutions can help define and support a world leading digital transformation strategy to support a business. Last year was my first opportunity to attend Enterprise World and the customers that I was hosting during the event said it was one of the most worthwhile conferences they had attended in years. Enterprise World provides the ideal environment to learn how our solutions help companies to manage unstructured information, define and manage business processes, improve the customer experience and help companies to connect with each other and securely exchange digital information. One of the key focus areas at Enterprise World is the Expo Hall where all of OpenText’s solutions can be seen in action so to speak. One key addition this year will be the Digital Disruption Zone, a small part of the expo hall where our customers will be able to see how disruptive technologies can be embraced across their digital environments. So for example we will have live demonstrations exploring how big data analytics can be accessed and represented on a wearable device, how the Internet of Things provides real time tracking of people moving around the Enterprise World conference and how an enterprise content management solution provides a central hub for accessing digital files that can be sent to a 3D printer. I have spent some considerable time discussing disruptive technologies over the past 18 months or so and it will be great to show our customers how OpenText can work with these technologies. In addition we will have a Ted Talk style presentation theatre within the Digital Disruption Zone. Now this should be interesting as I will be presenting in the Ted Talk theatre, one presentation on disruptive technologies and another on how EIM supports today’s manufacturing industry. There will be many other presentations from OpenText’s industry team but as with any Ted Talk presentation, they will be kept short, no more than 15 minutes, and will be informative. I will record my Ted Talk sessions and post online after the conference for those that are not able to make it in person. In addition to the Ted Talk sessions there are a number of other ways that you can interact with the industry team here at OpenText during the event. We will have a dedicated area set aside in the breakfast room every morning of the conference, so if you would like to meet with your industry peers then this is a great way to start your day. We will also be hosting a number of industry workshops on the Friday morning. This will provide a chance to further network with industry peers, learn about key trends in the industry and how OpenText are embracing these trends and hear from companies on how they have deployed OpenText solutions. I, and my fellow industry colleagues, will be at the conference all week so please try and connect with us if you can. Needless to say I will be tweeting extensively during the week and feel free to follow me @markmorley. As well as the Expo Hall there will be some exciting presentations in the main conference room and if the room is anything like last year’s venue, it will be standing room only! If you haven’t registered for the event yet, there is still time, please click here and the link will take you to our dedicated conference landing page. Look forward to seeing you in Vegas.  

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OpenText Celebrates Women in Computing

Last March, in support of International Women’s Day, we stated our commitment to becoming the employer of choice for women by making “Women in Technology” a top initiative in our Global Diversity program. OpenText’s gender diversity numbers are already better than the industry average. At 23 percent, we have more women in tech roles than other large software companies and exceed the national average (18 percent) of women in technology. Thirty percent of OpenText employees are female. And three of OpenText’s board seats are held by women (compared to the tech industry’s average of fewer than two). We’re proud of these figures, but we recognize that being ahead of the curve is not enough. As a leader in Canada’s tech industry, we are in a position to help change the standard. That’s why we’re proud sponsors of the Grace Hopper Celebration of Women in Computing. Through our contribution we’re privileged to play a role in bringing the research and career interests of women in computing to the forefront. In addition to sponsoring, we are also sending 10 delegates to attend the conference in Houston, Texas this week. While delegates have been selected from different departments across the organization and offices around the world, they all have this in common: They are making a great impact at OpenText. They are wicked smart, unendingly curious, and highly ambitious—and they have given the best part of their careers to OpenText. Like Rear Admiral Grace M. Hopper, these women are born leaders and are extraordinary in their accomplishments. They are agents of the advancement of gender equality in the workplace, driving OpenText forward every day. I’d like to congratulate these women who have been selected to represent OpenText at the conference, based on their outstanding contributions. To all of our delegates, thank you for your continued commitment to OpenText and to women in technology everywhere.

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Striving towards a Better, Simpler Customer Experience through a Unified View of the Customer

For someone like myself in the business of Customer Service, every day is a day dedicated to the building of a better Customer Experience (CX). But today has been named “CX Day” by the global CX Professionals Association in recognition of the work being done around the world to advance and cultivate ideas and strategies for providing customers with quality experiences. So, I’m going to join the party by sharing some thoughts on a CX project that many of us are undertaking—the creation of a unified view of our customers. Just about a month ago, Forbes contributor Adrian Swinscoe (@adrianswinscoe) revisited a recorded conversation he and I had about the opportunities that exist by gaining a unified view of one’s customers, and the challenges that many organizations face when trying to unify the mountains of customer data they accumulate. In that conversation, I cautioned against the current focus many have on collecting huge amounts of big data without having a strategy in place to unify that data. Most organizations gather customer information from a variety of sources like purchasing and order information, subscriptions, lead generation systems like Salesforce, and customer service databases. Our team also collects information through surveys, Product Advisory Council meetings and face-to-face conversations. OpenText R&D uses embedded analytics to determine user behavior within our products. We even have a customer in the insurance industry that uses our software to collect information pulled from the cars of their customers, then determine the quality of their drivers and adjust insurance premiums on the fly. As digital solutions continue to become more prevalent across industries and geographies, our ability to collect more data grows as well. However, while having comprehensive customer information is great, isolated buckets of information can overcomplicate internal processes. This can result in missing, incomprehensible and even contradictory information, and ultimately overcomplicate the customer experience. Conversely, the unified view allows us to provide a simple, tailor made customer experience that gives our customers what they need to achieve their unique business goals as quickly and efficiently as possible. Luckily, there are ways to unify data right now. With help from OpenText™ Big Data Analytics, global eProcurement solution provider Elcom is able to give their clients a more direct and interactive window into the data they collect from a multitude of sources. Elcom clients have a comprehensive and meaningful breakdown of product pricing and value across facilities and divisions, and can see purchasing data, product shortages and more, which empowers them to make better decisions about what to buy, where to buy, how much to buy, etc. Meanwhile, Elcom can use Big Data Analytics to better understand their clients’ behavior and needs, and adjust their service offerings to provide maximum value. The bottom line: By giving their clients a unified view of their information and having a unified view of the customer, Elcom is able to better serve their customers, increase long-term value, drive retention and increase revenue. At OpenText, we’re also constantly working to create a customer experience that is simple, straightforward and effortless. We want to know our customers on a more intimate level so we can tailor the service and support we provide based on their product sets, service requirements and business needs. Like everyone else, we’ve had challenges in bringing all of our customer data together, but progress has already been made to improve the way we serve customers in our Customer Service Portal (the Knowledge Center) and My Support ticket site, and when we interact with our customers through our surveys, communications and processes. In summary, do not be satisfied with your collection of big data alone. Establish a strategy in which you are able to analyze and understand your data so you can act on that information and effect powerful change within your organization. Simplify, transform and accelerate your business, and cultivate an awesome Customer Experience. The results will speak for themselves. I invite you all to join me at OpenText Enterprise World 2015 this November, where you will learn more about our CX initiatives and the ways in which we can help you simplify, transform and accelerate your business. We will also highlight new and improved OpenText products like Big Data Analytics, InfoFusion and the Experience Suite, which can help provide you with a unified view of the customer and enable you to deliver quality and targeted digital experiences for your customers.

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October OpenText Live Webinars

Introducing OpenText™ Extended ECM for Oracle® EBS (xECM for EBS) 10.5 SP2. With new features like E-Business Suite 12.2 support, Records Management (RM) enhancements, advanced archiving and our new Manufacturing Management solution accelerator, xECM for EBS is better than ever at synchronizing content, metadata and permissions across both systems. It also provides a deep integration between OpenText and Oracle systems that ensures transactional and business content is consolidated and managed for integrity, cost reduction and regulatory compliance. Join us to not only learn about what we’re doing, but how our customers are using xECM for EBS to accomplish their business goals. We’ll also preview how xECM for EBS fits into the OpenText Blue Carbon project, set for launch at Enterprise World 2015 this November. Register » Project & Program Management for OpenText™ Content Server Thursday, October 8, 2015 at 11:00 a.m. EDT (UTC -4) Project data is growing exponentially, but is often stored out of context or disconnected to project Gantts. Project managers require project management tools integrated with enterprise content, helping the enterprise to optimize Information Governance. Enterprises need a central database for all their project data. Join us to learn more about how Project & Program Management (PPM) for Content Server provides this on your existing ECM system, presented by OpenText partner KineMatik. This webinar will also discuss the latest features available for PPM 10.5.3. Register » Records Disposition Simplified Wednesday, October 14, 2015 at 11:00 a.m. EDT (UTC -4) Driven by actual customer need, the Cassia Records Disposition Approval module (RDA) was built to make it easy for users to sign-off on records as well as to reduce the time it takes for records managers to process the records once they receive the approvals. RDA simplifies the sign-off process for approvers, simplifies records disposition support, simplifies the review process and includes a reporting framework. Join us to learn how RDA can simplify your records management. Register » The Next Wave of Advanced Analytics Thursday, October 15, 2015 at 11:00 a.m. EDT (UTC -4) Are you ready for the next wave of Analytics? Join us for a fast paced Webinar showcasing OpenText™ Actuate Big Data Analytics, Cloud Edition, an advanced Analytics-as-a-Service solution that brings the power of Big Data to everyday business analysts. Learn about the advantages of “Big Data Analytics” in the cloud, including our convenient capacity-based pricing and easy-to-use predictive algorithms. Plus we’ll provide a quick-hit demo of the coolest features and share how easy it is to blend, explore and visualize your data. Gain a top-level understanding of the analytics lifecycle Learn about the emerging requirements for Analytics-as-a-Service See Big Data Analytics, Cloud Edition in action Register » What’s New in OpenText™ RightFax 10.6 Feature Pack 2 Tuesday, October 20, 2015 at 11:00 a.m. EDT (UTC -4) The latest release of OpenText™ RightFax is packed with exciting new features for the user and administrator. Join Mike Stover, Product Manager, as he unveils the new functionality for RightFax that focuses on: User Experience: Designed with the user in mind, the latest release of RightFax includes several enhancements to the end user experience, including newly redesigned tools and additional features. Compatibility: The latest releases of RightFax provide updated and new interoperability between RightFax and other industry software. Enterprise-Grade: OpenText has developed several new improvements that will increase the performance and scalability of the RightFax fax server. These enhancements help increase the productivity, throughput, and workload efficiency in the toughest enterprise environments. Compliance and Security: New features and functionality enhance the security and compliance-grade capabilities of a RightFax server environment. Administration and Use: New functionality makes it easier to manage and use RightFax. New tools allow for managing the environment more efficiently, resulting in demonstrable time-savings for administrators. Register » Increase Your OpenText™ eDOCS DM User Adoption Thursday, October 22, 2015 at 11:00 a.m. EDT (UTC -4) OpenText™ eDOCS DM is a feature rich product with different types of functionality for creating, saving, searching, and interacting with day-to-day content. This OpenText Live webinar session will focus on how you can help your end users get the most out of existing functionality and increase adoption. How often have we heard “it’s the little things that count”? Well, this session will cover some of the basic features that are often overlooked, provide tips and tricks for working with Dynamic Views, more efficient email management using Email Filing, and more. All this will be presented with simplified DM profile forms—making it easier for users to save or search for their documents. Register »  

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Data Driven Digest for September 18: Money and Finance

This week marks the 133 anniversary of the opening of the Pacific Stock Exchange in San Francisco. The establishment was created to serve the interest of businesses that struck it rich mining for gold during the California Gold Rush. Nowadays, businesses mine for data hoping to strike it rich by analyzing that data for clues about how to best serve their customers, streamline their operations, or gain a competitive advantage. In honor of those financial pioneers, this week we offer three different visualizations of financial data. Eureka! U.S. Fiscal Responsibility   In 1789, the United States established its first loan to pay salaries of the existing and future presidents and the Congress. As our friend Katy French (@katyifrench) posted in Visual News this week, bean counters in Washington kept great records and even produced stunning visualizations to represent trends. The graphic above represents the Fiscal Chart of Debt and Expenditures by the U.S. Government between 1789 and 1870. Note the spikes in military spending during the War of 1812 and Civil War as well as the first major accumulation of debt in 1861.   Euro Spending How do Europeans spend their paychecks? That was the premise of a recent data plot developed by The Economist (@TheEconomist). Based on data sets from Eurostat entitled Final consumption expenditure of households by consumption purpose, The Economist found life in the Euro zone is quite diverse. Living in Lithuania? Your budget is dominated by food and clothes. Lithuanians also spend more per capita on alcohol and tobacco than the rest of Europe. Meeting in Malta? Forget about eating at home. Nearly 20 percent of Maltese spending goes toward restaurants and hotels. Spaniards spend the least on their transportation. Germans spend more on their furnishings than their E.U. neighbors   World Population Based on Income Our friends over at Pew Research Center (@PewResearch) have come up with an interactive visualization based around the paradigms of income and how it relates to world population. For example, the map above shows the density of people living under what they term as a middle income. By middle income, that means your daily wages are between $10.01 and $20. According to the map, 13 percent of the 7+ billion people in the world are middle income. The map has a second option that reveals the percentage point change in that population between 2000 and 2011. It’s a fascinating study on both financial statistics as well as data maps. The income groups are defined as follows: The poor live on $2 or less daily, low income on $2.01-10, middle-income on $10.01-20, upper-middle income on $20.01-50, and high income on more than $50; figures expressed in 2011 purchasing power parities in 2011 prices.

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Digital Engagement: A New Business Requirement

Digital engagement isn’t an option anymore, it’s a requirement. Today’s consumers are savvy and fickle, and companies must work to earn their loyalty. They’re demanding more from the brands they love, and their tolerance for anything but a seamless, engaging, and compelling experience is flagging. In a digital world, organizations must digitize their customer journeys, from initial interest through to purchase and follow-on service or support. The best way to do this is to shift to a digital marketing strategy. One that creates consistent and compelling customer experiences at every touchpoint through omni-channel delivery, responsive design, and targeted communications and information. Digital technologies have introduced new customer touchpoints and increased opportunities to engage. Since consumers often use more than one channel to interact with a brand (in some instances they use five or six), delivering uniform and relevant messages across all channels is crucial for return on marketing investments and customer satisfaction. Omni-channel focuses on meeting consumer needs by pulling together programs to provide a cohesive brand experience across channels, platforms, and devices. To borrow from Bruce Lee, digital design should “be like water”. You put water into a cup, it becomes the cup. You put water into a bottle, it becomes the bottle. You put water into a teapot, it becomes the teapot. The same holds true for digital experiences. The transition from desktop to device to point-of-sale should be fluid. This is achieved through responsive design. Customers don’t see individual devices or channels; they look for a consistent and familiar brand experience that delivers relevant content. Nirvana on the customer journey is realized when a company anticipates the needs and wants of a customer and serves up targeted and tailored content, products, or services, in the moment of need, wherever the customer is. Organizations that can predict customer behavior have a better chance at fulfilling consumer needs. Analytics—or analyzing data collected across various touch points of the customer journey (transactions, interactions, social media sites, and devices) helps organizations discover valuable customer insights so that they can offer more personalized and satisfying experiences. The most effective way to target different audiences is to use messages that focus on products and services with the greatest appeal for each segment. Using dynamically generated customer communications, organizations can create and automate their marketing campaigns. When correspondence is part of a digitized process, end results are gains in efficiency and the ability to create superior customer experiences. As one of the foundational suites for Enterprise Information Management (EIM), Customer Experience Management (CEM) aims to create a richer, more interactive online experience across multiple channels without sacrificing requirements for compliance and information governance. CEM brings together all of the technologies required to re-architect back-office systems, consolidate customer data, and create digitized front-end experiences. Digital engagement starts inside the firewall and extends outside the enterprise and all along the supply chain. In the next post in this series, I’ll explore how the supply chain is being disrupted and how enterprises can digitize key processes for greater collaboration, information exchange, and business agility. Find out how you can capitalize on digital disruption. To learn more, read my book, Digital: Disrupt or Die.

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