Enterprise Content Management
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 some consideration 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.
NetDocuments, the cloud-based document and email management service, has acquired Decisiv Email from Recommind. Recommind Australia is responsible for the product development of Decisiv Email, a commercial client and server software for enterprise collaborative email management leader in the legal industry.
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.
Toshiba (Australia) has announced a partnership with ELO to provide Document Management and Workflow solutions.
Oil and gas exploration firm PTTEP AA has deployed DocsCorp contentCrawler to help users deal with a document management system holding more than 500,000 documents
ECM consulting firm Stonebridge Systems has announced the appointment of Tim Sutherland as Senior Solution Architect and Howard Fuller in the newly created role of Delivery Manager.
HP has unveiled a new Intelligent Retention and Content Management solution that combines its HP StoreAll, HP ControlPoint and HP Records Manager products. It is designed to enable organisations to intelligently manage data throughout its lifecycle.
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