ACM Empowered: The Business Communication Loop
Processing a case involves a substantial amount of business communication - both incoming and outgoing – which adds to the complexity of effectively managing successful progress and resolution.
A mid-size or large company may handle thousands of letters, e-mails and phone calls a day, with hundreds or thousands of workers producing documents for each, to store, access and even update on individual desktops or file servers.
Obviously, capturing and archiving inbound documents is an essential element of a full case management solution. Huge amounts of documents of all types may reach the business from consumers or partners. Typically, these contain known forms, semi-structured accounting documents and totally unstructured letters.
Most process management products are content-blind and most content products have limited or no process capability. While Papyrus uniquely consolidates both, it also provides consolidated content delivery through all outbound channels: print/mail, fax, e-mail, Web and mobile.
Informal Communications Network
Bringing together experience and unique skills to perform key information and communication roles in your business, knowledge workers require powerful but flexible and easy-to-use business applications to manage and improve the myriad and overlapping processes required for full-circle customer communications and case management.
These processes include integrated business correspondence, multichannel delivery and archiving, as well as cross-system and inter-departmental processes.
RULE #1: There is no process without content,
and content without process you don't need.
Embed inbound business communication
Papyrus is tightly integrated with enterprise content management (ECM) to achieve the goal of a fully adaptive environment. Content - scanned and digitized as well as business documents created from business data - always must have a solid context to the case.
A primary challenge is the automated capture processing of these documents, as they are received, in an efficient way that will quickly start activities triggered by the content of these documents. One way to start the proper processing of inbound documents is the use of classification taxonomy. Documents are handled based on the way they look alike before any OCR reading has taken place. That can be combined with barcode reading to identify relevant detail information such as case or customer numbers.
Many document management products offer lifecycle functionality. For Papyrus this is integrated transparently for the business user as he generates content interactively, using defined processes for the creation, review, and signoff of customer- or partner-bound documents. In contrast, pure content products do not provide mapping of variable business data into the document components that make up the business documents.
Papyrus captures ALL incoming content, performs machine-learning classification, extracts and validates business data, and executes automated business responses as well as initiating straight-through or user-interactive processes. Papyrus provides Natural Language Rule (NLR) definition for business users that can be executed in the process environment directly and reused as templates in any process.
Embed outbound business communications
Businesses need to support and possibly enhance communications to their customers, clients, stakeholders, agents and vendors. These documents can be any kind of letter, statement, request for information, rulings, contracts, claims payments or denials, status reports, account notices, serial letters, welcome letters/kits, new offers and even litigation paperwork.
Data-driven, specific business documents must be generalized or personalized. While the core structure is defined once by IT experts, including the possibility to freely map business data, the final content must be under full control of the business users. Essential enablement of business users must include maintaining text/messages including multi-language, resource management (fonts, forms, logos), change management supporting batch, online, interactive (thin and thick Client) and Web form/document solutions.
Embed social media and Google Maps
Papyrus enables rich Internet apps, chat, wikis, blogging, user-configurable GUI presentation and social interaction with co-workers, all under the control of role/policy authorization and in context with the process.
Papyrus EYE Widgets
Papyrus enables intuitive, fully functional graphical user interfaces. Empowered employees can create user interfaces powerful without programming effort through the powerful Papyrus EYE Widget technology. Widget definitions are centrally managed, version-controlled and time-stamp deployed to all production servers. EYE Widget applications are deployed identically in the desktop and in the browser.
Authorized knowledge workers can build their own GUI by using existing Widgets from the Repository and populating those with business data.