Contact centre agents experience it every day. A customer calls and doesn’t want to wait on hold so they send an email instead. Then they start a chat session to engage with an agent. Meanwhile, another agent has fielded the email and is researching an answer. Then the automated system calls the customer back and she engages with yet another agent. Unfortunately none of the agents has an up-to-date view of what’s going on with the customer, making the process expensive and prone to error.
Applications generally have a lifespan of about 10 years.This means that sometime during your working life you will be faced with the challenge of migrating data to a new EDRMS, CMS, or other record-keeping system. It’s a common scenario when line of business systems reach end-of-life, and one that requires someconsideration before you go to tender, make a capital funding submission or do anything at all.
Organisations all over the world have been improving and adopting new information management strategies for years now. The importance of having systems in place to handle the waves of information that we deal with everyday has definitely spread and the benefits have come along as well. Even though this topic has been getting more popular over the past decade there are still many organizations that have not put a priority on implementing an Enterprise Content Management(ECM) system and have not developed an Information Management strategy.
The United States’ migration to EMV-standard chip-and-PIN cards, and the growing demand for contactless technologies, defined a high-growth payment card market in 2014, according to the Smart Payment Association (SPA).
IP Australia is partnering with IBM to engage the cognitive computing technology Watson, aimed at improving agency efficiencies and enhancing online service offerings for Australia’s innovators.
In 2015 what does an operational records management service look like? In the past it was a much easier task to imagine a records management operation. Crusty records officers located in a registry office, a great big compactus with lots of hardcopy files, a mysterious classification scheme, and the magical skill to find that obscure document when the CEO wanted it. We all know that those days are well and truly past, but what has replaced it and what works best in modern organisations?
OpenText has acquired Informative Graphics Corporation (IGC), a leading developer of viewing, annotation, redaction and publishing commercial software. As an OpenText partner for more than a decade, IGC technologies will be further integrated into the ECM product portfolio and extended into other OpenText Suites.
Organisations across the private and public sectors are losing up to $A17 million in productivity each year as staff waste time finding and saving information, a survey by Brisbane-based information management specialists Glentworth has revealed.
Top Image Systems is underway on a million dollar project to deploy eFLOW 5 at the Hong Kong subsidiary of one of the five largest international commercial banks in China.
