Guest post by David Caldeira, Director ECM Products and Strategy, IBM
solutions support knowledge workers charged with achieving the best outcomes
for their specific business operations.
These solutions require the creation and management of complex workloads
that occur across vertical markets: which evolves as disputes, investigations,
incidents, inquiries, complaints, contracts, exceptions, adverse actions,
claims, fraud investigations, negotiations, problem resolutions, escalations,
research, audits, and interventions to name a few.
Within those workloads consists a
combination of structured and unstructured information, actions, and
history. Further, the paths of those
workloads on the way to achieving outcomes can be unpredictable, requiring
knowledge workers to make complex decisions based upon information at hand,
prior actions that have been taken, the experience of others in similar
situations... ALL of these elements must
be saved to provide context and a collaborative focal point to all parties
throughout the lifecycle of work. This
“case” provides a history and a decision path for others in the organization to
take advantage of in related situations.
Because of these characteristics,
it’s important to note four key areas of differentiation offered by IBM Case
Manager for case solutions:
to address all the information required to make better decisions
way people work – dynamically in real time
users to take more control
How is each of these areas
addressed technically within IBM Case Manager?
Information for better decisions:
ICM is based
on a case object model and supporting services that enables a persistent collection
of information and actions in the context of a logical “case folder” (i.e.,
data, content, history, events, tasks, rules, process fragments,
collaborations, etc.). This provides tight
coupling of content, allowing for optimal insight for knowledge workers and
governance for business/regulatory requirements. It is also a significant advantage over a
multi-product solution and offers the ability to easily integrate Information
Lifecycle Governance (ILG) services.
Supporting the way people work
the ability to drive outcomes through flexible, dynamic tasks able to address
any form of workflow. Designing case
solutions from the standpoint of the task vs. the process is a huge advantage
for unpredictable or unstructured activities
It saves up front “map design and test” time and it can reduce or
eliminate redundancies amongst workers at run time.
information or content changes can automatically drive tasks and vice versa as
a result of ICM’s active content infrastructure, saving significant
integration, development, and operations costs.
Optimizing case outcomes
throughout a case lifecycle through a combination of historical and real time
analytics that provides a comprehensive look at what has occurred and dashboard
driven views of current business conditions related to case work.
business users to take control
design and delivery environment that is focused on the business analyst,
enabling those users to quickly create a solution design and move forward
iteratively In collaboration with IT to shorten time to value.
More than 100
clients have invested in ICM as their platform to solve complex application
needs related to case workloads because of this unique set of
differentiators. Subsequent blogs will
explore each of these differentiators in greater detail.
Guest Blog by David Jenness, Market Segment Manager, IBM Document Imaging & Capture
Since IBM acquired Datacap two years ago, there has been an enormous effort to globalize Datacap Taskmaster Capture, the intelligent document input solution, expanding its reach from English language capture to the world’s languages. With every new release, Taskmaster adds new languages, and today it supports nearly 30 languages worldwide.
Released in August, Datacap Taskmaster Capture v8.1 has added Cyrillic and Simplified Chinese to its list of supported languages. What makes these additions significant is that neither of these languages uses the standard 26 letter Latin alphabet.
Cyrillic script can be traced back to the Greek uncial script (with additions from the Glagolitic alphabet, in case you were curious). Cyrillic is one of the most-used writing systems in the world. It is the basis of alphabets used in all of Russia, as well as Serbia and Bulgaria. As of 2011, nearly 252 million people in Europe and Asia use it as the official alphabet for their national languages. About half of those people are in Russia.
Simplified Chinese characters are standardized characters that the government of the People’s Republic of China has promoted for use in printing since the 1950s. Today, these characters are officially used in mainland China and Singapore. Simplified character forms were created by decreasing the number of strokes and standardizing the forms of a sizable proportion of traditional Chinese characters. Is it an important language? Let’s see, only about, oh, 1,349,313,700 people are using simplified Chinese in print today.
Between the Latin alphabet, Cyrillic and simplified Chinese, Datacap Taskmaster Capture can recognize the alphabets used by 51% of the world’s population spread across every continent. Even at this writing, new languages are being added. But this process of globalization is fascinating, because not only does Taskmaster need to accommodate the wide variety of symbols that represent the world’s many languages, but around the world, people also use different formats for such things listing dates, telephone numbers, and currencies. This means that all the internal rules for formatting and for automated validations that Taskmaster performs to test the accuracy of data also need to be updated and adapted to each language.
For more information about the IBM Datacap Taskmaster Capture v8.1 Release go to the IBM Datacap Taskmaster Capture webpage
. Visit us at the Information OnDemand Conference 2012
for exciting sessions and product discussions around IBM Capture and Content Management solutions.
Guest blog by Deepthi Nagarajan, Category Marketing Manager (Document Imaging and Capture and Social Content Management)
All of us are victimized by
information explosion. I think most of you will agree with me to an extent… Every
day, we are bombarded with data from varied channels. This data comes from virtually everywhere: social media,
emails, online videos, online purchases, mobile GPS signals, and more. There
were times in the past when all we had to do was spend a significant amount of
time managing our inboxes and sorting our e-mails. Now we have even more
content to manage, not just e-mails. We have Tweets, Updates, Posts, Blogs and
the future will have much more to give!
IBM estimates that we are
creating 2.5 quintillion bytes of data every day. And while this explosive
growth is enabling enhanced collaboration, productivity and innovation, it also
dramatically increases IT costs and exposure to risk. With the diversity and
volume of content types growing, there is a growing demand for new deployment
models and access to content management functions from any device, anywhere.
The 2011 IBM CEO Study found that 78% of CIOs want to improve the way they use
and manage content. Simplification and
Consolidation of content is the first step towards improving the use of
Many organizations have content
spread across disparate content systems with an obvious need to consolidate that
content. The key idea behind enterprise-wide standardization and consolidation
is a single repository, which would provide a “single source of truth”. Yes,
consolidation provides a “single source of truth”. But the content can be most
useful only if it is consumed by other high value applications. A recent IBM
study showed that it is believed an estimated 50 percent of organizational
content carries risk, without delivering any measurable business value. This
proves the point that most organizations fail to use the content that they have
consolidated from different content systems. A robust ECM Platform should act
as the foundation for high value ECM solutions, which would put the
organizations content to best use. Clients should have the option to augment
the value derived from their ECM Platform as an entry point into middleware
extensions, analytics, BPM, data management, collaboration, etc. Clients also
should be able to leverage robust, flexible technology available via a variety
of delivery platforms. If they fail, they will continue to maintain multiple
systems to manage their content management needs.
What organizations need today is
much more than a “single source of truth”. They need a world-class content
repository that supports a range of ECM use cases such as document management,
information lifecycle governance, case management and search & analytics
through seamless integration with applications for those use cases .
To learn more about how IBM can
help you in building a world-class content repository, attend the Information
on Demand 2012 Conference. Start your conference experience by downloading the ECM at IOD Agenda. Or if you're already
registered, use the SmartSite to start
planning your experience, scheduling sessions, and connecting with other
attendees and speakers.
OK, so if you´ve read my previous entry, and have not yet written me off as some kind of anti-technical pseudo-intellectual holistic touchy-feely softie, I´ll now do my best to put send you over the edge. How is it possible that seemingly simple feature of accessibility to and control over the modelling process creates so much value? My reason for saying this is rooted in my experience of being manager of an application support team for a few years a while back. When you are in charge of ongoing support for anything, be it an IT application, hot water boiler, public park, or anything else, you come quickly to understand that the initial of a product or service, while important, is not nearly so as how it develops over time. Taking an IT example, I would much rather start with a mediocre application, but have the ability to adapt and improve it than with a top notch application that is difficult and cumbersome to change. I have seen this effect in many industries and with many products. I know this is not always true, but as a general statement of principle I would suggest that one of the most important, and overlooked, features of any IT application is its flexibility and support for customer customization.
I would also argue that adaptability is especially important in text analysis modelling. Natural Language - the way in which we express ourselves to our friends, customers and vendors is constantly changing. In the past decade we have seen a whole new language develop in the form of text messaging. And, of course, as young people mature, they take the language of their generation to the marketplace, first as customers, then as colleagues, partners and vendors, finally as managers and thought leaders. Adding to this complexity are regional, cultural, age and industry differences in how people express themselves. Thus the language we use to communicate ideas, while based on a shared foundation, is constantly changing. Taken together, I would suggest that any text analysis model is on the road to being obsolete the minute it is deployed, and that a text analysis model is simply a stage in a never ending process, rather than a finished product.
Viewing it in this light, then the ability to quickly adapt and refine a text analysis model is of crucial importance to the customer - and their ability to control that process of great value to them. Going back to my previous example, as a customer, I would very much rather having a text analysis model that only barely does the job but allows me to update and refine it either myself or with people who understand the content, than a model that is initially very accurate but is difficult and expensive to change.
I believe very strongly that text analysis modelling, and ultimately content analytics, will move in this direction. At this point, we are pretty early in this solution/product life cycle. Customers are just now becoming aware of the possibilities this technology offers. They are happy with this first generation of web sentiment analysis that offers them decent initial performance and data, but is out of their control. As we move along the maturity curve, I believe this will change, and change rapidly. Soon enough, our customers will no longer be possible with a black box solution that works - or seems to work. They will want to open up the box themselves, look inside, shake it up, and remake it as they see fit.
Guest post by Evan Fitch
, IBM ECM Marketing
Remember the good old days when a software solution had to be painstakingly shoe-horned into a companies’ business just so they could get some of the functionality they originally wanted? With the edition of a lower-cost Entry Level version and an Enterprise Edition bundle, the newly released IBM Datacap Taskmaster Capture v8.1 is so flexible it might impress a yoga instructor.
Datacap Taskmaster Entry Level is a lower-cost version of Taskmaster, based on the user-friendly FastDoc Capture interface. This version can automate the capture of data fields for indexing with OCR, Identify documents by comparing them to a database of previously scanned documents, help ensure data accuracy with database look-ups and deliver data and images straight into IBM
FileNet Content Manager. These scanned documents can be exported in either image or searchable pdf format. If a customer needs a more robust capture solution, they can upgrade to the standard version of Taskmaster.
At the high end, the Datacap Taskmaster Enterprise Edition bundle provides greater support for high volume input of documents, enables both increased performance and increased capabilities, with expanded document classification capabilities using IBM Content Classification..
This feat is performed by combining Taskmaster features such as Datacap Taskmaster Capture Connector for eMail and Electronic Documents, which enables conversion of email messages and attachments, , which enables you to unpack .zip archives and convert Microsoft™ Word, Excel, Outlook, PDF, and multipage TIFF files to single page TIFF files for processing. Taskmaster Capture Connector for Fax is included which supports capture of faxes and associated metadata from fax servers. Datacap Rulerunner Enterprise was added to deliver scalability and increased performance by leveraging multiprocessor systems and high-speed fingerprint matching. The final piece of the puzzle is Content Classification,which Enables automatic document classification of text-based documents using content analytics full text analysis.
The new Datacap Taskmaster release doesn’t stop there. There are many new features and improvements including enhanced globalization with support for Simplified Chinese and Cyrillic (for the Russian market), pdated thick and thin client user interfaces to improve the user experience, and support for IBM System Dashboard for monitoring Taskmaster Capture system performance.
Guest Blogger: Michael Pray - Director, Worldwide
Sales, Advanced Case Management, ECMIBM
Information OnDemand (IOD)
Global Conference 2012 comes with big promises for all of us. Kicking off on
Sunday, Oct 21 we will be showcasing some of the exciting stuff throughout the
course of the event and I am sure you will have your brain stretched with the
amount of takeaways we have in store for you!
Information OnDemand Global
Conference 2012 is the “BIG”gest IOD conference ever. With 700 Technical
Education Sessions. 110 Hands On Labs. 300 Customer Speakers. Usability
Sandboxes. General Sessions and Keynotes. All the Experts on hand and so much
For ECM customers and partners IOD
has always been very popular conference with record attendance and lots of
really great activities including New Launches, Technology Sessions, Customer
Sessions, Expert Interactions etc. This year the Advanced Case Management (ACM)
team is striving hard to make this year’s visit extra special with a very strong
presence at IOD.
We have 2 TouchScope Pedestals at
the Expo area where we will be eager to talk with each one of you about our
latest case management offerings; our New Industry Oriented Use Cases, Exciting
Industry Specific Demos & host of other interesting assets – please
leverage and connect with our Case Management experts at ACM Peds in the
conference Expo area to know more about ACM. If you are a customer and would
like to personally talk to me or any of the IBM Executives available at IOD,
please feel free to connect up with your IBM Representative who would help us get
As you are exploring the Expo
Floor you will see over 13 ACM Business Partners who would be exhibiting some
of the superior solutions that they are taking to the market for Case
Management. Additionally, we will be launching a couple of exciting new
solutions, driven by our Case Management technology, in the areas of Enterprise
Investigation Management and Patient Care & Insights for Healthcare. I am
pretty sure that these new case management solutions will transform how our
customers operate and help save them millions!
Furthermore, Case Management is
featured in Executive Sessions and on over 40 Breakout Sessions at IOD
including 7 Customer Sessions where we share our latest solution offerings and
discuss how it could meet your organizational needs.
I would really encourage all of
you reading this to use the IOD Smartsite to
put ACM sessions on your calendar as must do activities. Hope to meet with you
at a bigger, better and exciting Information OnDemand Conference.
When people say Information On Demand 2012 is the place
to learn how to think big, what they mean is that it’s the place to learn how
to make a difference in your organization. At IOD 2012, business and IT
leaders, who are utilizing IBM Smarter Analytics, give their first-hand
accounts of how the solutions have provided them with better insight and
business outcomes. Expert presenters explain the latest innovations such as big
data, analytics, decision management and expert integrated systems which can
help you align your organization around information, anticipate and shape
business outcomes, act with confidence at the point of impact, and improve the
economics of your IT investments.
One of the most
important aspects of any business is managing the volume, variety and velocity
of information. IBM ECM teaches attendees how to harness the information
explosion and realize the full value of their content. Some successful
companies are already using collaborative and mobile tools to add better
context to their information. New analytics and case management capabilities
improve fact-based decisions and outcomes, while defensible disposal of excess
information can save enormous costs and reduce risk. IBM ECM is helping
companies work smarter to grow their industry-specific business with high-value
solutions - today.