OpenText BPS Ups the Ante in Case Management By Bringing Together Industry-Leading BPM and ECM to Capabilities

Waterloo, ON - 19 December 2011

Seamless User Experience Combines Critical Information and Processing to Accelerate Better Business Outcomes

OpenText (NASDAQ: OTEX, TSX: OTC) Business Process Solutions (BPS) group today announced that customers can leverage the advanced capabilities of the OpenText Enterprise Content Management (ECM) Suite together with the dynamic case management (DCM) capabilities delivered through the OpenText Business Process Solutions suite to drive better business outcomes across a broad spectrum of use cases from incident management and emergency response, to customer service and IT service desk, to loan origination and client onboarding to claims processing and benefits administration.

According to Forrester Research1, dynamic case management is a highly structured but also collaborative, dynamic, and information-intensive process that is driven by outside events and requires incremental and progressive responses from the business domain handling the case. Examples of case folders include a patient record, a lawsuit, an insurance claim, or a contract, and the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case.1



Opening a bank account is one example of a process that can be significantly improved by integrating the appropriate content directly into the process. When customers open an account, their driver's license or ID card can be electronically scanned using OpenText Capture Center and the image instantly uploaded to the ECM system to ensure proper governance, security and regulatory compliance throughout the document lifecycle. This information is immediately available to the branch customer service representative who can use the OpenText Case 360 dynamic case management solution to gain access to additional customer and account information that may be relevant for opening this account, solicit collaborative guidance from their regional specialist, advise on types of accounts, open an appropriate account and offer other services. Customers can immediately make account deposits and cash temporary checks, and the bank has ensured a solid foundation for a complete customer on-boarding experience. With the end-to-end solution, businesses can eliminate paper and manual efforts, enable better decision-making through information access, and improved customer experience throughout the process.



"Bringing the right content whether a document, a phone conversation, a handwritten letter, a text message or a photo into the process at the right time and making it accessible to and actionable by the appropriate stakeholders or case workers in a particular process, allows customers to exploit the full value of both the structured and unstructured content that is part of that process," said Steve Russell, Senior Vice President R&D, OpenText Business Process Solutions. "This announcement marks a significant step forward for the OpenText BPS group in meeting our mission of delivering business process and case management solutions that drive innovation, business agility and customer satisfaction."



With today's announcement, OpenText BPS customers will be able to store and retrieve content from OpenText Content Server, which is a secure and compliant document repository at the heart of the OpenText ECM Suite. By integrating Content Server, customers can add new advanced ECM capabilities including search, discovery, classification and management of process-related documents as records to their business process solutions. Providing a singular view of content enables customers to easily use and maintain content over its entire lifespan.


In addition, customers can take advantage of OpenText Capture Center, which is a comprehensive document capture solution with sophisticated data extraction and document classification capabilities based on OpenText's industry-leading optical character recognition (OCR), intelligent character recognition (ICR), and intelligent document recognition (IDR) capabilities. Many business processes involve scanning and capture of paper-based document to improve process efficiencies by working with electronic, searchable documents with automatically extracted metadata. By integrating the repository and a capture solution with dynamic case management, customers can take advantage of a comprehensive, integrated offering from a single vendor.



1 "Best Practices: Developing an ECM/BPM Strategy," Forrester Research, Inc., February 25, 2011


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