In response to: What Makes Branch Capture so Different...Tom's point is a good one - at some point "distributed capture" becomes distributed "processing", where at least the first phase of automation, OCR, etc., takes place at the branch. That eliminates concerns as to network latency, etc. But it introduces the issue of projecting the software and configuration out to the branches. Luckily, most banks have the issue licked.
The Worldwide IBM ECM Community
Scott Blau 270004N498 email@example.com Tags:  banks #datacap branch capture #ibmecm batch scott scanning 407 Visits
Scott Blau 270004N498 firstname.lastname@example.org Tags:  capture scanning batch blau #ibmecm banks #datacap scott branch 3 Comments 2,376 Visits
I recently had the occasion to meet with several banks who are contemplating, in the course of implementing, or have gone live with the capture of documents in their branches. For reference, in a recent Celent survey, the number of banks indicating they were highly likely to replace/refresh core system over the next 3-5 years jumped from 17% in 2010 to 24% in 2012. Credit unions responded similarly, nearly doubling from 13% to 24%. Each of these implementations is unique, as they reflect the different cultures of the banks involved, as well as specific business and IT issues.
Nevertheless, the migration of document capture from central locations to branches has some universal themes tying all these implementations together. Compared to "traditional," high-volume, centralized scanning, branch capture may herald the future. Here's why I think that and what the implications of the transition are...
" Lets continue the conversation connect with me on Twitter @captureguru "
Himangshu Baruah 2700042VN3 email@example.com 502 Visits
IBM Enterprise Content Management (ECM) solutions help businesses deliver exemplary service to their customers across multiple touch points, anticipating client behavior and taking action to promote customer satisfaction. IBM ECM is the established leader in directly supporting the customer service needs of banking, finance, insurance, utilities, telecommunications and government.
With IBM ECM solutions targeted to specific line-of-business needs, organizations can capture, manage and share critical content associated with suppliers, products, services and customers throughout its life cycle to help ensure compliance, reduce costs and maximize productivity.
Join the IBM ECM team at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations include:
Scott Blau 270004N498 firstname.lastname@example.org Tags:  watson blau scott datacap jeopardy capture ocr ecm 3 Comments 2,335 Visits
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Deepthi Nagarajan 270005NCRR email@example.com Tags:  smartercommerce cmod deepthi service customer 739 Visits
Deepthi Nagarajan, Category Marketing Manager - Document Imaging and Capture, IBM
Who is your customer? - One who receives your product/service and has the ability to choose between you and your competitor’s products or services. Is the customer’s expectation same now and 10 years ago? The answer is definitely a “NO” as there is a dramatic shift in the market place which has changed the expectations of a customer. Mobile, Social and Digital technologies are changing not just the way that our customers interact with us, but they are changing business models and the global commerce landscape.
Thanks to the proliferation of smartphones. We have more than a billion users worldwide. It has not only made the world interconnected, but also changed the way companies engage with its customer. In the Post PC era, your customers have a question about something - no matter where or when - they are looking for immediate answers. “Real time” delivery of service has become a norm and not a choice for companies today. If you can’t respond in real time to a customer’s request – quickly and accurately – you will lose business as customers form opinions every time they interact with an organization.
A research by Gartner shows that,
• 89% of people would discontinue their business with a company after a negative customer service experience
• 86% of consumers would pay more for a better customer experience
• 73% of consumers would expand their purchases with a merchant by 10% or more if the merchant delivered a superior customer experience
• 56 % want increased self-service capabilities (IBM Consumer Study 2012)
Each one of us is a “customer” in our everyday lives and we expect exceptional service with every entity we interact with. Customer to your bank, your telephone or network provider and the list goes on. How many times we would want the ability to view our account statements, telephone bills and credit card bills online without having a frustrating experience with a customer service executive of the company? Almost always. Each call you make to a customer service help desk for a problem is not only time consuming but also frustrating as they do not see the same copy of the bill that you are referring and calling for a clarification. Making them understand your problem and seeking help can be a challenging situation and we all have faced it.
So are you providing the service that your customers expect from you? Are you set up to deliver a real time customer service? Are you prepared to let your customers have self-service access to their account data and invoices?
If yes, IBM Content Manager On Demand is the solution for you to deliver a customer response in real time. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with consumer, banking, finance, insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Come and attend this session to know more about CMOD and how you can increase the online exposure to build a deeper engagement with your customer.
Register here for this session (Session id: 3576) at IBM Smarter Commerce Global Summit, 2013
3576: Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Program: Smarter Commerce Service Track
Speakers: Thom Garcia, IBM
Get ready to serve the empowered customer.
Guest post by Michael Veenswyk, CEO at Integritie
Integritie is happy to participate at ECM’s Business Partner Leadership Forum this week. As a long-time partner with IBM, we welcome the opportunity to get a look at the product roadmap and give feedback on future development.
We’re also proud to be part of the team that helped with the successful implementation at Security First Insurance announced yesterday. This is a great example of a company with a business problem being helped through a partnership with a single focus – helping customers in need.
Florida has more property and people exposed to hurricanes than any state in the country. People whose homes have been damaged or destroyed by a hurricane are often displaced quickly, with little more than the clothes on their backs. Grabbing an insurance policy on the way out the door is often an afterthought. They’re relying on their insurance companies to have the information they need to help them get their lives back in order as quickly as possible.
Security First Insurance had mastered customer service through its call center and web portal but needed help with email and social media. Here’s where the partnership came into play.
Integritie configured a solution built on key IBM ECM software components, featuring IBM Content Analytics with Enterprise Search, IBM Content Collector for Email and IBM FileNet Content Manager software. Now called Social Media Capture 4 (SMC4), it offers four critical capabilities for managing social media platforms: capture, control, compliance and communication. For example, it logs all social networking interaction for Security First, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.
The Content Analytics with Enterprise Search software that anchors the SMC4 solution provides the information necessary to help the company identify and address the most urgent cases first. The software automatically sifts through data in email and social media posts, tweets and comments using text mining, text analytics, natural language processing and sentiment analytics to detect words and tones that identify significant property damage or that convey distress. Security First can then prioritize the messages and route them to the proper personnel to provide reassurance, handle complaints or process a claim.
Security First wanted to be available to its customers no matter how they chose to get in touch. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company’s Facebook page or Twitter account.
The result? Thanks to a great partnership with IBM, Security First is now one of the first insurance companies in Florida to make themselves available to customers whenever, wherever and however they choose to communicate.
Sanjay Kupae 2700050U55 firstname.lastname@example.org 1,066 Visits
guest post by John Murphy VP ECM Products and Strategy, IBM
This week, the ECM team is holding its annual Business Partner Leadership Forum in Dana Point, California. It’s an invitation-only, two-day event that will highlight IBM’s product roadmap and provide an opportunity for direct feedback to IBM executives for more than 80 partners.
This is the perfect venue to introduce IBM Content Foundation (ICF), our new content management solution specifically designed for mobile and social environments. It’s the new foundation for our smarter content solutions going forward.
In just a few short years, social media—and social content—have become key components in business collaboration, enabling users to share ideas, locate expertise, and access relevant knowledge quickly.
On the one hand, this explosive growth of social media and “big data” is enabling enhanced collaboration, productivity and innovation. On the other hand, it dramatically increases IT costs and risk exposure.
Here’s where ICF comes into play. It combines the scalability of social networking with compliant controls, which makes social content easier to discover, improve, secure and preserve. This means our partners can develop social ECM solutions at low cost that give customers the ability to access content from anywhere and leverage the business’s collective stream of knowledge.
How does it differ from other enterprise-class solutions? ICF has a lighter content management footprint, which makes it easier to build, deploy and use. It’s the right fit for partners or organizations that may have limited IT resources but still expect and need enterprise class capabilities such as scalability, security and stability.
With new, aggressive pricing combined with enterprise-class capabilities, IBM Content Foundation is a very competitive offering that can benefit all companies, regardless of size.
At IBM, we’ll continue to rethink the strategic role of content with solutions such as IBM Content Foundation so that businesses can harness data, better connect people to key information, and analyze content to make better business decisions.
Sanjay Kupae, Category Marketing Manager- Discovery & Analytics, IBM
Good experiences are shared. Bad experiences are shouted.
SHOUTED might not be a strong enough word because as customers are more connected, the speed and scale to which negative customer experiences travel the Internet is frightening.
The biggest source of grief for most customers is when they reach out to your contact center. Most customers are calling your contact center only after a long process of trying to fix their problem themselves. They're ready to shout even before they pick up the phone, so when you call for assistance, time and accuracy are critical to creating an exceptional experience for them.
The contact center call experience is one of the most important activities to build customer loyalty. When that customer reaches out to you, for that brief three- to-five minutes your service associate represents your brand and all it stands for.
The customer is speaking to your service associate because they need answers. Which means your service associate either knows what to say, or more often than not they need to look for the right information, somewhere hidden across the volumes on top of volumes of information spread across silos in your enterprise.
Three hundred seconds is not a lot of time, and it's even less time when your employees don't have the tools.
Content Analytics drives exceptional service experience in two ways –it enhances traditional enterprise search to recognize every piece of information residing in the enterprise and secondly it lets businesses analyze customer interactions to identify service challenges and train associates better.
A recent Aberdeen report says that “For companies with content analytics, the streamlined searching and fast response to queries had a trickle-down effect on several universal business metrics. In the last twelve months, these companies reported a 17% improvement in the accuracy of their business decisions, and a similar improvement in the quality and relevance of their overall analytics program. Furthermore, their data-centric business process – like handling customer complaints, processing invoices, managing inventory, or closing the books – became 12% more efficient. Companies without content analytics reported 2 to 6 times less improvement.
Content Analytics not just improves the customer experience during the interaction with the business, but has a definitive impact on retention, advocacy and revenue.
And it can reduce the shouting...
Himangshu Baruah 2700042VN3 email@example.com Tags:  acm impact_2013 case ecm ibm 1,057 Visits
Today’s leading companies are harnessing the value of content for new insight and better business outcomes. IBM ECM is providing the market’s richest solution for case management work patterns through a deep integration of content management and case management capabilities with process, business rules, collaboration and analytics.
Join the IBM Enterprise Content Management (ECM) team at Impact 2013 where you will have the opportunity to learn more about leading case management solutions and how your organization can integrate content and case management capabilities with process, business rules, collaboration and analytics. Featured ECM presentations include:
Register today at http://www.ibm.com/impact
Ask your ECM representative to schedule a one-on-one meeting with ECM Executives at the event
The Impact 2013 Executive Meeting Center is open for business! IBM ECM executives are ready to meet with you and your customers, Business Partners, and prospects to help you progress or close ECM opportunities. Doug Hunt, Ken Bisconti, and David Caldeira are available for meetings during the conference.
We will see you there!
Deepthi Nagarajan 270005NCRR firstname.lastname@example.org Tags:  document datacap intelligent capture documents scott scan imaging 971 Visits
Blog Post by Scott Blau,WW Director of Document Capture,IBM ECM
Historians and anthropologists debate the topic of “when did intelligent life on earth start?” But I sometimes wonder just how intelligent we are when I see the nutty things that humans do. I certainly scratch my head at the way we sometimes make our lives so hard for ourselves in the way we structure our activities.
Is it really intelligent to pave over so much of the earth? Are we being smart not putting more effort into alternative energy sources? And on a much more immediate level, is it really so intelligent of us to continue to be swapping paper documents and filing them in filing cabinets, or even printing an email… so it can be sent down the hall to be scanned?
It is probably a “no” to each of those questions.
I’m not an expert on ecology or sustainability, but I’ve been around the document capture space for long enough to know that there still is a lot of room for us to get smarter. One of the ways of doing that is to stop thinking about document capture in isolation, separately from the storage and retrieval of images after they’ve been captured.
When I first started out in document capture in the late 1980s, it made some sense to think about scanning a document, extracting information from it and then forgetting about the image altogether. But with advances in network bandwidth, storage, and database technologies, it’s rare these days that anyone scans without saving images. And that’s smart.
But to squirrel away those images where they may not be easily found, are not properly indexed, or are unconnected to business processes, isn’t particularly clever either. And certainly processes which cause electronic documents to slip back to paper (through printing) only to be scanned again is on the dumb side of the scale.
Intelligent Imaging is about bringing to bear all the capabilities that have developed over the last 20 or 30 years to take documents, whether they are originally electronic or paper, extract information from them, make them available, and, finally, tie them into useful business processes.
Here’s a man-in-front-of-a-whiteboard video where I explain more about intelligent imaging – all in under seven minutes.
Blog post by
Admittedly, capturing invoices automatically is not as exciting as riding Disneyworld’s Space Mountain roller coaster ride, but it’s not as scary either. Why? Because you have more control. When you ride Space Mountain, you are strapped in like a piece of luggage and you spend half the time in the dark. IBM Datacap Taskmaster Accounts Payable puts the operator in the driver’s seat with lots of tools – available at a single click – and you’re never in the dark.
Leveraging IBM’s Intelligent imaging approach, Datacap enables operators to view scans, faxes, emails and email attachments all in the same format, so it doesn’t matter how your department receives invoices. As you can see in this quick demo Taskmaster extracts data automatically, applies the vendor ID, and enables matching against purchase order line items, so you can help facilitate a three-way match in SAP or Oracle. And watch how easy it is to receive a new invoice and set it up – without building templates or programming.
So here’s a proposal: automate invoice processing with Datacap to cut your invoice processing time and cost in half, and then, with the extra time you have back, you can make plans to fly to Orlando and wait in line for Space Mountain.
Justin Derrick 060001XTCE email@example.com Tags:  content_manager_ondemand ondemand odug 684 Visits
Here's an announcement from the OnDemand User Group about new Webinars and the annoucement of local user groups. Please feel free to distribute this information to co-workers and business partners.
Dear OnDemand User Group Member,
The Board of Directors for ODUG hopes you're having a great 2013 so far.
We have two exciting announcements for you.
For those of you who weren't able to make it to the ODUG Technical
Conference last year, we're announcing the first of what we hope will be
several online 'webinars' that will be available worldwide and for free.
Due to a mix-up with the IOD Conference organizers, some CMOD-specific
sessions were scheduled at the same time as the ODUG meeting -- so we've
invited the presenters to re-present their sessions, and they've accepted!
You can find more and updated information on the ODUG Forums:
(Please feel free to share this eMail with co-workers or other CMOD users,
but you must log in to read the invitation -- if you don't have an
account, sign up using your business eMail address, and your account will
be approved within 24 hours.)
ODUG Local Meetings
The number one request we get from our members has always been for local
ODUG meetings. In the past, attempts to partner with other User Groups
has been discouraging, and as a group that doesn't charge for membership,
we aren't able to rent meeting space. So we're putting out an official
request -- if you're interested in being a part of a regional user group
please make yourself known here:
(Again, you must log in to the forums to access this announcement.)
That's it for now. Expect to receive more regular communications from the
ODUG in 2013!
If you have any questions or comments, please feel free to eMail the board
at firstname.lastname@example.org. Thanks!
The ODUG Board of Directors
By Michael Bahr, WW Techical Sales Leader,IBM Social ECM
Have you ever heard someone say, “Work smarter.”? Have you ever wondered what they meant? How do you as a corporation create an environment to improve productivity without over extending your existing workforce? All these questions were answered at Connect 2013.
For those who missed this session on “Building the Smarter Workforce” by Denis Brousseau from IBM,Josh Bersin from Bersin & Associates and Ralf Larsson from Electrolux at Connect 2013,here is a re-cap.
Working smarter starts with an open, easy to use set of tools your employees are familiar with and will embrace. Look around your workforce and you will see workers texting, searching the internet, following their favorite tweets, and sending emails to friends and coworkers for help. They are working harder to solve problems but not necessarily smarter. Collaboration is the key to solving problems faster but, using email to collaborate is not smarter.
IBM offers a suite of Social tools to help build your “Smarter Workforce” with familiar tools such as blogs, wikis, text chatting, activities, communities, forums, bookmarks, home pages, and community specific file and content management. IBM Social Content Management in conjunction with IBM Information Lifecycle Management and Social Analytics creates the needed synergy to build a “Smarter Workforce” while addressing complex corporate and governmental compliance and regulations.
Provide your employees the ability to share ideas, knowledge, and expertise across professional social networks making sure this exchange of information is available, managed, protected, incorporated into your business systems, and discoverable to gaining new insights, solve problems faster and easier to create your Smarter Workforce.
These are some ways to transform your workforce and create a competitive advantage in your industry. Are you interested to find out how leading companies are creating a smarter workforce to get the right skill in the right place at the right time?
Guest post by Lindsay Drew Smith of Genus Technologies
Slumberland Furniture had a compelling story to share on how going social creates an exceptional workforce with the attendees at Connect 2013.Slumberland Furniture’s highly sought after speaker and Director of Information Services, Jamie Page spoke on how they transformed their company’s culture by leveraging WebSphere Portal and Web Content Manager (WCM) as a collaborative platform for information delivery, core business applications, knowledge sharing and training.
Jamie spoke about real dollar ROI that IBM Connections, Portal, WCM, IBM Content Manager and Genus Media Upshot (a rich media management solution by Genus Technologies) produces annually. He showed to the audience that going social is affordable and attainable with small and mid-sized companies.
So for those who have missed this session at Connect 2013, here are some interesting snippets from Jamie’s session. Slumberland Furniture is a privately held furniture retailer with $350 million in annual sales with 130 stores across 13 states and just a 13-person IT department. As one of America's top sellers of La-Z-Boy upholstery, as well as the Midwest's largest retailer of Natuzzi leather and both Sealy and Simmons mattresses, Slumberland's mission is to improve the life of each customer.
In 2011, Slumberland Furniture corporate management recognized that comprehensive sales associate training was critical to providing a consistently superior in-store experience. The company needed to transform its training delivery model to decrease costs, reduce the labor involved in producing and distributing training media and support more rapid, social delivery of training and marketing/advertising information to store employees. Slumberland also required collaboration on rich media, such as training videos, promotional and advertisement collateral, and branding information and logos.
Slumberland has since revamped its merchandising processes, socially enabled mission-critical applications, and rich-media enabled its employee portal. IBM solutions and Genus Media Upshot were implemented to create effective Social Content Management, managing and delivering all of the firm's rich media assets, such as video, audio, images, documents and presentations. Slumberland now enjoys social learning, operations collaboration, and innovation opportunities for its employees, while reducing costs and improving productivity.
And for those who were there at this session and heard Jamie’s success story- It’s time to take your social content to a new level in the era of Social Business with IBM. Learn more at http://www-142.ibm.com/software/products/us/en/subcategory/SWB40
By Ken Bisconti, Vice President of Enterprise Content Management Products and Strategy
It’s clear from customers and attendees at IBM Connect 2013 that social and collaborative tools are beginning to transform how people interact and work.
Across industries today, companies are looking for ways to boost workforce productivity, protect corporate assets, and properly manage different types of data. And there’s plenty of it. IBM estimates that 2.5 quintillion bytes of data are created every day -- so much that 90 percent of the data in the world today has been created in the last two years alone.
The challenge: How do you deal with all this information and get the right information to the right people? Here’s where social business is coming into play. It provides a better, more modern way for both casual business users and knowledge workers to leverage, create, and consume content both inside and outside the organization.
More organizations are using social software for front office business operations, analyzing big data such as Tweets, Facebook posts, blogs and public forums to react swiftly to customer trends and out-market competitors.
And social and collaborative tools integrated with enterprise content takes information sharing to a whole new level. Social content management – or social business software – brings the innovations of the social consumer web right to the enterprise. People get the great user experiences they love in their favorite consumer applications while meeting stringent enterprise IT requirements. They can create and consume content quickly knowing they have access to the right kind of expertise.
New social business software such as IBM Connections Content Manager makes social content easier to discover, improve, secure and preserve by combining the scalability of social networking with compliant controls. By weaving together valuable content through innovative business processes, a customer can deliver the right information at the right time so that everyone — across an organization — has what they need to make smarter decisions.
Social business activities also need to be integrated and aligned with business processes to be truly effective. To help clients address this challenge, IBM developed Connections Enterprise Content Edition, a superset of the Connections Content Manager. It’s an integrated social content management solution that combines the scalability of social networking with enterprise content management and the compliance controls required by regulated industries. It increases the ability to share knowledge, gain expertise and create high-value content quickly through advanced content, document management and workflow use cases.