3 years, 5 months ago

How knowledge workers are engaging with information

The way people engage with processes is changing. People are shifting toward increased usage of social media techniques and rich media to make business decisions, and this is evident in numerous service delivery workflows that span both inside and outside an organization. This can add efficiency and productivity to getting work done. But there is […]

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3 years, 7 months ago

Information Right from the Source

Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.

The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.

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3 years, 7 months ago

The Value of Deployment Options

By Bernadette Nixon and Isam Alyousfi
The announcement today that OpenText has acquired Netherlands-based Cordys will provide significant value to customers, partners, and prospects. Not only does it give them many new capabilities, but it also gives them a host of new options for deployment. This kind of power and flexibility is what we strive for at OpenText, and this acquisition takes us to a whole new level.

The new capabilities of the Cordys platform mean that we can offer on-prem, SaaS and PaaS BPM and Case Management solutions all in the same platform, which adds convenience, efficiency, and value for our customers. The Cordys platform also includes a built-in ESB, RIA (Rich Internet Applications) framework, master data management, rules engine, business activity monitoring, and cloud orchestration capabilities.

Cordys has also created a composite applications framework (CAF) with mash-up capabilities, so our customers will be able to build custom applications quickly, and integrate them to their backend systems, all from an intuitive interface that is really usable by business analysts. The CAF will be a nice complement to our Assure platform, which provides pre-built service delivery-focused processes and user interfaces, and together they redefine the term “time-to-value” for our customers.

The acquisition also brings a new level of flexibility in development and deployment. Many customers and partners are looking to the cloud to ease the burden of managing hardware and infrastructure, and the Cordys platform can take them there. The platform was built from the ground up for the cloud, and is a true multi-tenant solution that offers a complete middleware Platform-as-a-Service (PaaS) solution, with cloud orchestration for BPM / case management and the underlying infrastructure. This includes app development, app integration, and enterprise mobility, from an on-premise deployment, 100% cloud deployment, or with a hybrid cloud model. While many of our customers will continue to deploy Assure, MBPM, and Case & Process 360-based solutions on-premise, we know others will choose to deploy with OpenText in the cloud. That’s true flexibility, and flexibility increases value.

Also important about the acquisition is that we now have a very compelling offering for OpenText partners, including ISVs, SIs, and Managed Service Providers to develop and deploy their own process automation solutions to a much broader set of customers than we could reach alone. These might be horizontal, vertical, or custom solutions that will bring specific functionality to meet specific business needs in new markets.

So we couldn’t be happier with the news. We now have a very comprehensive set of products that cover the application development needs of even the largest global organizations. When we add the capabilities of the broader OpenText EIM platform, which includes content management and customer engagement management – all from a single vendor – we have an extremely compelling and competitive offering that’s going to be very hard to beat.

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3 years, 10 months ago

With Smart Process Applications, More is Always Better

Assure provides a set of over 70 pre-built services and reports that can be assembled like building blocks to create and deploy high value Smart Process Apps much faster than the “blank slate” approaches found in traditional BPM suites. Once an organization deploys their first Smart Process Application with Assure, they become adept at designing a process, using the building blocks to assemble their solution, and then deploying their apps.

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4 years, 20 days ago

OpenText Smart Process Applications: The Importance of Process On-Ramps and Off-Ramps

Have you ever used your fingernail to turn a screw or the heel of your shoe to hammer a nail? I thought so.  Didn’t work out so well did it? You used a workaround because, at the time, you didn’t have the right tool for the job. It’s the same thing when certain dynamic processes […]

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