Aggregated enterprise architecture wisdom
Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to o…
IBM and Automation Anywhere (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]
Some CIOs and enterprise architecture (EA) pros believe that business process management (BPM) is on the opposite side of agility — but they don’t realize that BPM technology itself is also evolving. Agility-oriented BPM platforms are the foundation o…
Wow, Enterprise World 2013 is really shaping up nicely and I am very happy with the speakers we have secured, to not only share how BPM is evolving in the market, but also at OpenText. First, we have a great keynote session with Jim Sinur, Gartner emeritus and expert in the field of Business Process […]
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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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What are the differences between them and when to use each technique? If we think about maps the most familiar to us is possibly the road map. Then if we put multiple maps together we can create a road atlas. These are great for allowing us to see where we are and where we might […]
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Are you actively looking for a BPM solution? Just learning about BPM and want to know what solutions are available? Interested in learning how organizations have successfully implemented BPM? Then join us, Wednesday, October 9th at 12:00pm Eastern, at the BPM Open House to learn how to make the most of your BPM investment and […]
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Business Architecture may not be a new term, but it is certainly one that is grabbing a lot of headlines lately. Indeed we had record registrations for our “7 Steps to Business Architecture” webinar in July, and now that record looks like it’s being smashed again (judging by registrations to date) with our new webinar […]
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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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Whether we like to admit it, most organizations are still some way from achieving excellence. Sure, most of us have areas of our business where we have made improvements, in some cases with dramatic results. While on a recent trip to visit with some ProVision customers in Phoenix, Arizona, I caught up with one of […]
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Whether we like to admit it, most organizations are still some way from achieving excellence. Sure, most of us have areas of our business where we have made improvements, in some cases with dramatic results. While on a recent trip to visit with some ProVision customers in Phoenix, Arizona, I caught up with one of my mentors, my old friend Jim Sinur. As you may know, Jim is a former research VP and fellow at Gartner and spent years looking at the process improvement and enterprise architectures. Watch the video interview to hear our in-depth conversation about these topics.
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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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