5 years, 11 months ago

BPM is Bigger and Better this year at Enterprise World

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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6 years, 1 month 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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6 years, 2 months ago

Injecting Some Youth in Aging Applications: Insurance Case Study

As I engage more with customers in the FSI space, I realize that many lack a comprehensive view of business performance. Most have been dependent on aging legacy systems that don’t integrate information across their business operations. Consequently, these companies do not have an end-to-end view of their customers and aren’t truly customer-centric.

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6 years, 2 months ago

Nonstop Growth: ICCM is now OpenText

It is all change in Malmesbury, UK – after years of working together as partners, ICCM is now part of OpenText. The acquisition means that the ICCM team is now part of a something much bigger.

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6 years, 4 months ago

Social BPM and Smart Process Apps Are Improving Productivity for All Process Participants

OT: OpenText recently contributed a chapter “How Social Technologies Enhance the BPM Experience for all Participants” to the book “Social BPM: Work, Planning and Collaboration Under the Impact of Social Technology”. What prompted OpenText to write about Social BPM?

DW: We are excited about exploring the technology and usage models found in social applications and the results that can be achieved by mapping them to the unique characteristics, diverse participants and emerging opportunities in Business Process Management (BPM).

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6 years, 4 months ago

Putting the “Super” in QSuper

“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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6 years, 5 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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6 years, 7 months 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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6 years, 7 months ago

OpenText Smart Process Applications: In The Age of the Customer BPMS is not enough

We live in “In the Age of the Customer” a time when he world’s leading companies look outward to emphasize a deep understanding of their customers, and what it takes to make their customers successful. They have come to realize that only when their customers are successful, will they be successful. As Sam Walton once […]

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6 years, 7 months ago

OpenText Smart Process Applications: At the Intersection of Social Street and Core Systems Ave

Last week, I helped kick off OpenText’s EIM Days in Washington DC (the first of 22 cities we will visit) with a conversation around OpenText’s Smart Process Applications. Smart Process Applications are near and dear to our heart at OpenText as they encompass not just BPM and DCM technologies, but bring our integrated EIM portfolio (e.g., […]

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6 years, 8 months ago

The Many Faces of Case Management: Operational Excellence for the Energy Sector

“I am increasingly interested these days in solutions that meet industry-specific requirements. Vertical solutions are compelling because they focus on solving a critical pain point or gaining a competitive advantage within an industry.”

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