Aggregated enterprise architecture wisdom
Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco Read More
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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It’s not about the methods, it’s not about models, it’s not about the tools – it’s about having the ability to make smarter decisions. Those decisions might be related to improving business operations or processes, undertaking significant business transformations, merging organizations, or any one of the hundred and one other projects that we seem to need to deliver by yesterday!
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We were honored to attend OMG’s European Business Architecture Innovation Summit this week in Berlin, Germany (June 18 – 19). We had a great opportunity to catch up with many of our OpenText customers there including JP Morgan, United Airlines, and Network Rail. If you are interested in finding out more about what’s going on […]
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“We have all heard the story before: organizations trying to become more customer-centric but can’t because they are held back by ageing applications and siloed operations that leave them unable to keep up with the demands of the modern customer. I have been working a lot recently with customers in the Financial Services industry where this issue is extremely prevalent.”
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“Let’s start 2013 by considering how the CIO function can deliver new solutions to your enterprise when as much as 80 percent of the IT budget goes to just keeping the lights on, maintaining your current systems. With market conditions forcing increased cost cutting, and a distinct trend to place more of the technology decision making and buying power in the hands of the business, the mystery of successful delivery is getting harder for the CIO to solve.”
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Three weeks ago I was asked to attend the Gartner BPM Summit to work my company’s both. Over the years I have developed a love/hate relationship for these events. On the one hand, I love talking to attendees and learning about their work, the challenges they face, and thinking about how we “BPMers” can help […]
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For years, we have been known for our ability to rapidly deliver BPM solutions to our clients. It is also known that as a result of our intuitive user experience, many of our customers have quickly become self-sufficient in building a large portfolio of automated processes across their businesses. Many customers have over hundreds processes […]
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Organizational leaders face difficult decisions when it comes to balancing change against ROI expectations. Does change justify the cost in terms of time, money and resources? At the end of the day, executives are looking solutions that can help them create and sustain an agile business while minimizing waste. Over the years organizations have achieved […]
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