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    ISIS Papyrus Open House and User Conference 2018
    The FOCUS is always on YOU!
    NEW Keynote Insights
    NEW Presentations and Demos
    NEW Discussion topics
    NEW Customer Case Studies
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    ISIS Papyrus Open House and User Conference 2018
    A Golden Opportunity!
    Executive-level Idea Exchange
    Effective Face-to-Face Meetings
    Focused Presentations of New Solutions
    Efficient access to Top-level Consultants
    Direct Discussions with your Peers
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    ISIS Papyrus Open House and User Conference 2018
    Come celebrate our 30-year anniversary at our new Austrian headquarters
    Enjoy the relaxed elegance of the Opening Gala Event.
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    ISIS Papyrus Open House and User Conference 2018
    Real-world Customer Case Studies
    Real-world project expectations
    Real-world documents and processes
    Real-world performance analytics
    Real-world reviews and projections
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    ISIS Papyrus Open House and User Conference 2018
    YOUR questions answered
    YOUR solution demoed
    YOUR project discussed
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    ISIS Papyrus Open House and User Conference 2018
    Management Circle Seminar
    Executive Exchange
    Strategic Discussions
    Planning the Future
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    ISIS Papyrus Open House and User Conference 2018
    Viennese charm,
    Business and Networking
    at the same place and time,
    this happens only at the ISIS Papyrus Open House!
    Detlef Zeger, SV SparkassenVersicherung

Ladies and Gentlemen!

Time flies, when you’re having fun!

This is a large part of our motto for the 30 Year Anniversary Open House at ISIS Papyrus Software where we celebrate with two more major items on our agenda. We are proud to be able to invite you into our new office building for this grand event and we are excited to show you more of our new Papyrus Converse application environment.

In addition to the suddenly popular machine learning functionalities which we have in our software since 2009, a primary discussion topic in 2018 are the opportunities of Digital Transformation (DT). Content creation and content capture are the key functionalities of Digitalization and a component of DT. Beginning with images, the need for Digital Transformation leads to voice and finally video. The final step is to embed these capabilities in an application environment that supports goal-oriented processes between a business, its partners and customers.

The business world has not yet adopted much of these capabilities and only a third of businesses have Digital Transformation projects in plan. The reason is the immense complexity and the requirements around compliance and data security. These are thus the primary targets for Papyrus Converse. Simplicity in creating business-driven digital experiences while using ontology and rules to make compliance a natural part of the Digital Transformation.

We look forward to see you at the 2018, 30 Year Open House Celebration. Don’t miss it!

Annemarie Pucher, CEO
Max J. Pucher, CTO

Hot Topics

Omni Channel Business Engagement

Customers use three or more channels when contacting companies. This demands a new business model moving beyond disconnected, multichannel communication to offer Omni Channel engagement with real time back office integration for enhanced customer experience and streamlined operations. The consistency of the message is ensured by end-to-end integrated, seamless customer communications across the customer journey.

Corporate design and approval including Blockchain

Corporate design is enforced and manually generated communications restricted to using pre-approved templates, layouts and resources. Changes to documents are quick, easy and cost effective, passing through an approval process in the award-winning Papyrus Change Management.

Preferred channel delivery

Communication is delivered to each individual in their preferred channel and language. This channel could be an e-mail, WebChat, snail mail, SMS, social or phone. Whichever channel is used is integrated in a single solution to give your sales and customer service agent visibility of all customer contacts and current status, so queries can be resolved quickly and correctly.

Reporting and Monitoring

All channels are presented in a unified view to understand which communication has taken place (outbound/inbound) and which channel was used, even when crossing channels in parallel conversations. Monitoring and reporting tools provide evidence that communications get delivered in a timely manner and identify problems at the earliest point in a conversation.

Omni Channel Communication

Digital Business Correspondence – Human Workflow – Collaboration

Business First is an important concept when implementing a new global business communication solution. A powerful digital approach allows for business creativity and flexibility in multi-lingual product offerings, plus pricing and placement of promotional content across all lines of business. Invoicing customers can be per adhoc request, moving from paper to email and Webportal to avoid payment delays, applying GDPR/EU-DSGVO.

Seamless across physical and digital

Business documents are a critical step in connecting your traditional and digital business channels. It sounds so simple, yet it’s hard in practice to be effective when delivering documents and messages to your customer-preferred channel in an Omni Channel world.

Single Source for Print, PDF and HTML

Creating and managing business documents for physical and digital can be an expensive nightmare. The Papyrus single source document administration is here to help! Document layouts and building blocks are created only once by business teams and reused across templates for e-mail/HTML, Mobile, Web, PDF and AFP print – achieving efficiency, corporate design, precision and quality. How cool is that!

Transforming your Online Business Channel

Doing business online is a critical element of your organization’s existence – it connects you faster and conveniently to customers, prospects and partners. Digital business transformation now demands that we ensure operational support for this external activity, increasing emphasis on how we deliver on the promise of digital business via the online channel.

Inbound mail automation

Digitizing and intelligently extracting data from incoming documents and messages in structured and unstructured formats including hand written information is a key strength of Papyrus Software. State-of-the-art machine learning technology utilizes pattern recognition to increase accuracy and efficiency of data capture.

Machine Learning

Training machines to recognize documents and messages and to continuously optimize data capture is a remarkable technology that increases efficiency. But what really improves business capability is a process solution that learns over time what your knowledge workers do within a case when a certain document arrives or a particular state is recognized - or when an exception is encountered.

Robotic Process Automation and Chatbot

Process flow diagrams for the Customer Journey are often too rigid in the modern business world. Machine learning is the huge differentiator, and the key innovation is the Papyrus ‘User Trained Agent’ (UTA) that supports each customer individually. The UTA empowers the business user with interactive process discovery and pattern recognition capabilities. Papyrus can capture and classify an incoming document, automatically trigger the appropriate process/case, assign goals based on rules and suggest a rated ‘best next action’.

Incident Management / Ticketing

Most customer service solutions cannot keep up with today’s customer engagement requirements. Customers want to experience a fast and correct response the first time using their preferred communication channel. Papyrus Ticketing helps companies to deliver satisfying and accurate services with increased employee productivity – a new way to customer engagement excellence.

Campaign Management

The Papyrus ACM-based collaboration platform for campaign management earned the highest honors for digital transformation excellence, agility and high value creation. Creative Services Teams are driving the creation, modification and administration of a large number of marketing and regulated materials with more than 60 media types in nearly 30 languages and more efficient approval cycles to guarantee quality and compliance.

Business Solutions for Mobile

Enterprise mobility means providing native applications on all leading mobile devices. Users are able to communicate, take actions, track events, send requests and receive notifications with direct back office connectivity and interfacing with existing CRM, BPM, ERP and database systems – even when out of the office.

Highlight: Product Launch - Papyrus Converse

Experience a mind-shift. This revolutionary new product will help you build business applications for a fraction of the cost and time. Cut years of development down to months and get your ideas to execution through configuration and adoption.

Low Code – Business Language – Conversational User Interface – Natural Language Rules

Thank you for an interesting exchange and a look outside the box.
Ulrich Brodbeck, W & W Informatik

Preview Videos

Get a first taste of demos and presentations at the Open House 2018

2018 Open House and User Conference Open House Agenda

Monday, 28 May - Sessions


Welcome with coffee


Keynote: Under The Covers of Digital Transformation
Speaker: Max J. Pucher - CTO Papyrus Software

In addition to the suddenly popular machine learning functionalities, the primary subjects of discussion are in 2018 the opportunities of Digital Transformation (DT). Little is however being said about how to actually achieve it in a reasonable time frame. Content creation and content capture are the key functionalities of Digitalization and a component of DT. From image the path leads to voice and video as Digitalization needs. The final step is to embed these capabilities in an application environment that supports goal-oriented processes between a business, its partners and customers. Max J. Pucher will take with you a look under the covers of DT.


Omni Channel Business Engagement
Speaker: Annemarie Pucher – CEO Papyrus Software

Excellence in Omni Channel support is the ultimate goal achieving an outstanding customer experience.

  • Engaging with both traditional and digital clients on one digital platform
  • Striving to move beyond disconnected multichannel communications (inbound/outbound)
  • Allowing for real-time messaging and integration with existing applications


Networking coffee break


Smart unified document design for physical and digital channels

A strategy to effectively consolidate customer documents for print and digital, achieving efficiency and a ‘One Company - One Voice’ customer communication.

  • Best practices for creating highly personalized and consistent cross-channel business documents
  • Single unified design for print, PDF and HTML reusing content building blocks across formats
  • Inclusion of videos, graphics, charts, personalized messages and promotions
  • Empowerment of business teams to create, extend and maintain templates, layouts, content and rules
  • Migration from MS Word and other PC document formats


Preferred channel delivery with feedback loop

Powerful Postprocessing capabilities and the Automated Document Factory help you to move beyond disconnected multi-channel communications and lets you control your print and e-delivery operations.

  • Best practices transforming from paper to digital
  • Collect output in the Pool, bundle and augment each page with channel specific information
  • HTML5/PDF/SMS/e-mail/mobile, printing considerations and available solutions
  • Monitoring and reporting across e-mail, WebPortal, printing and archiving


Sharing experiences – Guest speaker Groupama
Simplify Document Management by merging to a single platform

Speaker: Gábor Budai-Tüske, CIO, Head Of IT

Groupama Hungary restructured its entire business document lifecycle around Papyrus to implement a single platform environment for all content administration and document production. The company selected the Papyrus business correspondence solution and Automated Document Factory to achieve this solution.




Product launch: Papyrus Converse
Experience a mind-shift. This revolutionary new product will help you build business applications for a fraction of the cost and time. Cut years of development down to months and get your ideas to execution through configuration and adoption.


Sharing experiences - Guest speaker Dexcom

Speaker: Sam Marsh, Director IT, Architecture and Technical Services


Automate and digitize inbound mail channels

Manage all your inbound channels by one single definition and by events, routing mail through the steps of classification, recognition and data extraction to validation and distribution to users in different departments.

  • Supervised learning and continuously improving the intelligent data capture
  • User-trained, multi-channel Inbound Capture
  • Integration with existing hardware, software and applications
  • System monitoring and auditing


Networking coffee break


Integrating with existing applications and legacy

Simplified integration, interoperability and connectivity asks for a SOA handshake integration agreement, platformindependent, loosely coupled between the enterprise business application and the Papyrus platform.

  • File and messaging Adapters
  • Native integration with databases
  • Integration with 3rd party archiving systems
  • Integration with existing hardware and software


Ask the expert session

Discuss with the ISIS Papyrus management and solution architects:

  • Translating company goals into a strategy that consolidates ECM, CRM and BPM
  • Optimizing your investment by building an agile communication platform for the future
  • Discuss the requirements for the business graphical user interface (GUI)
  • Integrating inbound and outbound communication as a business need

Tuesday, 29 May - Sessions


Welcome with coffee


Keynote: Digital Business in Real Time

A Website or Mobile device provides public access as an integrated part of the whole Omni Channel network and is directly linked with operational users performing Case Management.

  • Real-time, responsive communications with back-office user integration
  • Live Chat/Chatbot/Social/Web/Mobile interfaces
  • Documents in real time with e-Signature
  • Easy Onboarding for new products and services, e-Enrollment, e-Signature
  • Claims submission, service request


Content Management with human workflow and collaboration

Knowledge workers need all information at their fingertips when processing a case. Customer service and call centers must find, view, send and possibly resend information. WebPortal access to documents and e-mail utilize the short-term archive to control, monitor real-time, responsive communications with back-office user integration.

  • Short-term and long-term archiving via distributed depots
  • Drag-and-drop or directly scan into Archive
  • Automatic indexing for full-text search
  • Archiving of complete case, annotations and comments
  • E-delivery, Mobile and Cloud support


Sharing experiences – Guest speaker Paragon Group
Flying high – leveraging the Cloud to support exponential growth

Speaker: Alan Peters, IT Director, Global Solutions

Paragon Group is exploiting the power of Papyrus deployed on cloud hosting with IPAS-as-a-service. Benefits include increased performance, robustness, scalability, and agility, supporting advanced omni-channel, bi-directional services with a truly international footprint from a single deployment. A back-to-basics approach to development, leveraging traditional Papyrus strengths fused with cloud flexibility, maximizes productivity across geographically disparate teams.


Networking coffee break


Incident Management / Ticketing Framework Solution

A ticket can be a reported issue, a question, an inquiry, a defect or a change request processed over a period of time to achieve a solution or any other type of complex activity before being ‘completed.’ The out-of-the box Papyrus Ticketing framework is fast to implement, adaptable and configurable, and unlike alternatives provides your customer the Omni Channel communication experience.

  • A unified single user interface with a 360-degree view of the ticket case for higher productivity
  • Adaptive processes for exception handling
  • Ticket cases can have related tickets or dependent sub-tickets, all accessed directly from the displayed ticket


Innovation in Adaptive Case Management

See the full range from straight-through processes through dynamic processes to completely unstructured processes driven by rules and ad-hoc content arrival, such as scans, e-mails, PDFs, and mobile content.

  • On-boarding, recruitment, time management, work task management, lead management
  • Adaptive and goal-oriented business processes supporting exception handling
  • Enhanced quality and speed of customer service case resolution
  • Collaboration and knowledge work
  • Desktop, Browser, Mobile, Cloud


Business Applications on Mobile

The ‘Mobile workplace’ business initiatives reflect a growing reliance on smartphones and tablets. Learn about best practices for going mobile, plus real-world success stories and cautionary tales.

  • Which business segments benefit most from a mobile application?
  • Mobile backend as a service (MBaaS)
  • Integration with existing legacy applications and security


Analyst Session – Forrester Research
Customer Obsession Is Changing The Way We Think About Business Processes

Speaker: Rob Koplowitz, Analyst

With customers driving toward digital transformation, every company is in the software business. Digital Process Automation (DPA) is becoming a critical part of Digital Transformation, with the primary purpose of business processes shifting from Cost reduction via Customer experience towards Acceleration of Digital Transformation




Modern business correspondence using a Wizard on browser and tablet

Experience a new “dual-level approach” with a process-driven working style.

  • Clerks create documents by simply answering prompted questions
  • Connected WebServices provide required data on the fly
  • Multi-lingual business staff works in their language of choice
  • Selected delivery channels: local print by the clerk, exported as PDF or e-mail and fax


Sharing experiences – Guest speaker Mobiliar Insurance
Expanding Global Customer Communication to Meet Customer Preferences

Speaker: Natalie Abgottspon, Specialist Customer Output

With annual business user correspondence volumes exceeding 6.3 million envelopes, Die Mobiliar recognized the importance of an effective system capable of producing and delivering huge amounts of high-quality, multichannel customer communications in a short time. Die Mobiliar utilized the Papyrus Platform to implement a dynamic process management system and gain a competitive edge.


Campaign Management with Targeted Messaging

Creative business teams plan a campaign that stretch across multiple channels. They create the marketing content as text, image or video building blocks and define rules for including such content into highly personalized data-driven business correspondence per e-mail and paper.

  • Creating personalized marketing messages
  • Integration with data and definition of rules for the Campaign
  • Delivery management (e-mail, SMS, portal, Mobile, paper)
  • Tracking, monitoring and reporting with feedback loop (bounced, clicked, opened)
  • Campaign performance analytics
2018 Open House and User Conference

The Management Circle Seminar contains inspiring interdisciplinary topics
and connects discussions in a relaxing atmosphere.

This seminar is dedicated to enterprise management and directors who like to exchange experience and ideas with their peers on strategic IT subjects. The ISIS Papyrus Executives will present four short presentations including different perspectives of important current and future IT topics and how you can leverage more of your current Papyrus investment. This will lead into a moderated, interactive communication exchange and later open discussion.

The Digital Enterprise – Business processes in the digital age

The digitalization continues to bear the challenge for corporations to analyze, adopt, optimize or even define new business models, strategies and processes. This discussion is about the impact of the digital transformation on corporate strategy and business process, and highlights the importance of the digital process and communication infrastructure to ensure a sustainable ability to compete.

Managed Content Services – an Evolution is here

Every enterprise today depends on, uses and exchanges a significant amount of information. Think about it: Proposals, contracts, presentations, invoices, orders, reports, daily correspondences, e-mails, chat, video, voice and more – much of what exists in both paper and digital form. Optimizing the workflows around an enterprise’s content is increasingly critical to reducing cost and streamlining business processes. General data protection regulation (GDPR) and many daily business challenges exist in finding, updating, sharing and tracking important records and can create a significant risk for a company’s security.

The Digital Document – from physical to digital

Paper loses its relevance as primary media, and digital communication moves to the foreground. Many businesses felt a new sense of urgency to digitize paper-based inbound and outbound processes in 2017. Nevertheless, the adoption to digital is slow, and companies often cling to their paper-based processes. A digital document solution needs tools to unify document design across all output formats. It also means organizational adoption, empowering business users to successfully leverage smart document design capabilities and e-delivery channels.

Building Business Applications - A mind-shift is needed

Building business applications can be a long and expensive nightmare. Often they never make it into production. This makes a change of design approach that adapts rather than enforces a necessity. Years of development must be cut down to months for a fraction of the cost. A Digital Business Platform must use new approaches to define, plan and execute business applications that are governed and described within the business architecture based on business language. Business rules are critical to channel the effort of business users toward objectives and reduce risk by ensuring compliance. Discuss the change in design approach, shaping new solutions, and how this will impact the business.

Moderated by industry experts:

  • Gábor Budai-Tüske – CIO, Head of IT, Groupama Insurance, Hungary
  • Sam Marsh – Director IT Architecture and Technical Services, Dexcom Healthcare Products, USA
  • Rob Koplowitz – Analyst, Forrester Research
  • Alan Peters – IT Director, Global Solutions, Paragon Group, UK

Monday, 28 May - Management Circle Seminar


Opening Keynote: Under the Covers of Digital Transformation


Keynote: Omni Channel Business Engagement


Networking coffee break


Discussion The Digital Enterprise – Business Processes in the Digital Age


Case Study: Groupama – Simplify document management by merging to single platform




Product Launch: Papyrus Converse


Case Study: Dexcom – Machine assisted intelligent email/document capture brings efficiency and productivity


Networking coffee break


Discussion: Managed Content Services – an Evolution is here


Discussion: Ask the Experts

Tuesday, 29 May - Management Circle Seminar


Keynote: Digital Business in Real Time


Case Study: Paragon: Group Flying high – leveraging the cloud to support exponential growth


Networking coffee break


Discussion: Building Business Applications – A mind shift is needed


Analyst session Forrester Research – Customer Obsession Is Changing The Way We Think About Business Processes




Case Study: Mobiliar Insurance – Expanding Global Customer Communication to Meet Customer Preferences


Discussion: The Digital Document – from physical to digital

Packed with new ideas and inspiration we return home to put this into action.
Martin Mögle, Finanz-Informatik Technologie Service

Communication with your customers spans across all areas of business activity. This means managing multiple inbound and outbound channels and integrating data from multiple business applications. Content becomes an essential part of the context in customer engagement.

Monday, 28 May - Workshops & Labs


Business Correspondence Framework Solution

  • Data interface definition
  • Template, content, rule creation
  • Central resource management for corporate fonts and images
  • Change management – from development to production
  • Sign-off, text and content compare


Implementing single source document templates for print/PDF/HTML

  • Get an introduction to creating responsive HTML documents
  • Creating and reusing building blocks for each channel
  • Creating Wizard forms and its processes
  • Defining rules in natural language
  • Interactive text editing and letter writing


ACM Process and Case Management

  • Learn the fundamentals of Case setup
  • Define event-driven Business Processes
  • Use ACM framework solution on desktop, mobile and cloud
  • Integrate Correspondence and inbound Capture into process driven business applications


Incoming Mail – Capture, manage, distribute and archive

  • Intelligent classification, content extraction and automated distribution
  • Self-learning with user-trained processes
  • User-supported ‘Lasso’ functionality
  • Embedding inbound mail into Case Management
  • Archiving – short term, long term, search

Tuesday, 29 May - Workshops & Labs


Output Management – Omnichannel print and e-delivery

  • Bundle and sort outbound mail in the central pool
  • Learn how to further automate document delivery to e-channels
  • Setup delivery rules, allow for feedback loop and reporting
  • Experience how documents are optimized with channel specific content at time of delivery


Mobile Business Apps

  • Learn how to create your own dashboard
  • Define the Business Process that can be performed on Mobile
  • Setup a new existing CF document wizard on the creator

You are cordially invited: 30-year celebration
and opening of our new headquarters

General Information

Travel Information


To register for the ISIS Papyrus Open House and User Conference 2018, please register online: www.isis-papyrus.com/register-OHA


Sessions will be held in English and German.


ISIS Papyrus will provide lunch on both conference days at the ISIS Papyrus Solutions and Competence Center.


Participation at the Open House and User Conference and the Management Circle Seminar is free of charge. Registration is required.


The local currency is the Euro. Most leading credit cards are accepted.

Hotel Reservation

We have reserved rooms at two close-by hotels (subject to availability):
Hotel Babenbergerhof
Babenbergergasse 6, 2340 Mödling
The Hotel Babenbergerhof is located close to the ISCC in Mödling, on the outskirts of Vienna.
Costs: room rates € 90 for comfort room for single use per night including breakfast buffet

Austria Trend Eventhotel Pyramide
Parkallee 2, 2334 Vösendorf
The Eventhotel Pyramide is located close to the ISCC and 30 minutes from Vienna’s city center by train.
Costs: room rates starting at € 111 for comfort room for single use per night including breakfast buffet

On Monday and Tuesday mornings a shuttle bus will bring guests from both hotels to the ISCC in Maria Enzersdorf/Vienna.

For more information please contact:

Christian Berchtold
ISIS Papyrus Europe AG
Alter Wienerweg 12
A-2344 Maria Enzersdorf
T: +43-2236-27551
E-mail: events@isis-papyrus.com