Are your employees struggling with the piles of documents? Are your partners unable to collaborate with your employees? Are your customers expecting you to provide omnichannel engagement? If yes, an enterprise service management (ESM) solution is there to help.
Per Gartner, “Organizations are treating Enterprise Service Management (ESM) software as an opportunistic tactical approach to consolidate software or get access to simple functions quickly rather than pursuing an enterprise strategy that requires in-depth analysis of the long-term risks and benefits”.
Enterprise service management system helps deliver a great experience to all service recipients, including employees, partners, contractors, suppliers, and other stakeholders. It manages a wide range of service requests, from simple credit limit updates and duplicate invoice requests to complex business processes like product installation and employee separation.
Listed here are the top 5 benefits of enterprise service management:
Enterprise service management system aligns with various business needs and provides an end-to-end automation solution to all queries, requests, and complaints. It records customers’ interactions, updates the repository, helps customer service executives to tackle queries, captures feedback with the help of a survey, and provides self-service management, thereby enhancing customer service
Empowered employees
ESM based on low-code process automation helps employees with pain-free, personalized, productive, pervasive, and predictive services. It simplifies document management, answers customers’ frequently asked queries, frees them from doing mundane tasks, and empowers them to utilize their time in productive jobs
Unified view of customer information
The platform helps businesses get a unified view of communications sent from different departments and their customers’ respective responses. It also helps in end-to-end monitoring with real-time tracking of customers’ interactions
Better support to partners
The platform seamlessly integrates with your partners’ applications providing you an extended enterprise experience and your customers with superlative service. Processes such as duplicate invoice requests, goods return requests, and incorrect shipment, which deal with partners external to your organization, can be unified with your business processes
More responsive and quick query resolution
Based on past interaction with the customers across the channels, it helps human agents to respond contextually to each customer, providing them with a better solution to their problem and delivering a superior customer experience
In Conclusion
In a nutshell, an enterprise service management system eliminates the silos and provides a unified platform for employees, customers, and any third-party vendor to interact and optimize business productivity.
Unified low-code platform for end-to-end automation at scale
Accelerate your digital journey powered by the only technology platform on the planet that can help you automate end-to-end at scale with a unified technology stack that cuts across process, content, communication, and AI. What’s more, NewgenONE is natively low code across the board, so that you can design, build, deploy and optimize applications rapidly.
Intelligent Process Automation
Rapidly automate end-to-end customer journeys for smarter operations and transformed experiences
Automate for outcomes with the most comprehensive process automation platform. Leverage the power of workflow automation unified with content services, business rules, omnichannel communication, case management, RPA, and AI to deliver efficient, intelligent, and context-aware processes. Go beyond automation to build a continuously improving agile organization at a scale of thousands of processes. Modernize work to unleash automated and touchless self-service that makes not only the customer happy, but also employees and partners.
Manage content lifecycle. Ensure anytime anywhere access to content
Embrace digital by automating content lifecycle management for all types of content across the organization. Derive real-time outcomes through automated ingestion and processing of documents and digital media in content-centric processes.
Omnichannel Customer Engagement
Engage with customers in context through their channels of preference with full control and visibility across the enterprise. Design all communications standard or custom rapidly through visual modelling-driven environment and integrate them in process through plug-and-play. Deliver a delightful experience across the journey by keeping customers, partners, and employees connected in context across applications and touchpoints.
Low Code Application Development
Automate all types of business applications through a uniquely powerful low code capability across process, content, communication and AI. Rapidly compose complex mission-critical applications with enterprise-grade sturdiness and built-in agility for change. Transform your enterprise with speed through end-to-end automation of thousands of applications and processes across the organization.
Artificial Intelligence and Data Science
Tap the power of visual AI to accelerate your journey from data to insights at enterprise scale. Rapidly build machine learning, deep learning and graph models through intuitive visual studio, and launch with automated deployment and retraining. Infuse AI into automated processes and applications for real-time predictive and prescriptive insights to drive faster and smarter decisions. Stay ahead of the market with AI-driven innovative business models.
What’s more! Combine AI with business rules, process automation and content services to inject intelligence in applications and processes across the enterprise.
As the name suggests, content classification classifies structured, semi-structured, and unstructured documents based on layout, content, and object-based type.
Incoming documents come in various types, including application forms, claim forms, invoices, identity proofs, etc. In a manual setup, employees are required to open documents, skim through them, and classify them, which is not a very effective technique. Here’s when an intelligent content classifier comes into the picture. It enables enterprises to classify documents and organize information quickly and easily. It provides valuable information that can be leveraged to understand the trend and gain meaningful insights.
What are the facilitators for intelligent content classification?
It classifies documents by determining the physical layout of the document against pre-trained layouts.
Content-based classification
It reads the content from semi-structured and unstructured documents, matches them to stored keywords, and identifies the correct classifier accordingly
Object-based classification
It reads the various images, logos, etc., on a document and matches pre-determined patterns like recognizing a driving license.
What are the capabilities of Content Classification?
Assigning each document to a class based on the content and visual classification
Model training studio to learn about new content types for classification and metadata extraction
Easily integrate with core business applications, content management platforms, and document capture applications
Auto segregation capability to automatically identify the first and last pages in batch documents
Capability to import a large volume of documents and assign classes to each document
Robust document classification capability – Irrespective of language, OCR quality, color depth, skewed layout
Multilingual document classification – Irrespective of the language used in the document, a trained model of content-based classifier classifies the documents
Key-takeaways
Content classification system simplifies document management, reduces operational costs, and increases employees’ productivity. Content classification software is an essential capability of contextual content service platforms.
Newgen has been recognized in the Gartner® Magic Quadrant™ for Content Services Platforms. Are your documents slowing you down? Read this eBook to know how a contextual content service platform can help you streamline your documents and ensure business continuity.
A content services platform is the ideal approach for optimizing business performance through efficient utilization of enterprise content. It can enable your organization to create, collaborate, share, transform, and leverage content for deriving business value.
The platform, backed with capabilities such as audio-video management, content analytics, cloud computing, records management, and others, enables secure document collaboration, facilitates anytime-anywhere information access, and helps derive valuable insights.
Unleash the Power of Content with Content Services Platform
Here are six ways in which a content services platform can help you efficiently leverage content:
Ensuring Content Governance and Compliance: Ensure complete content governance for regulatory compliance. Create labels and policies, such as retention, disposition, and storage, to manage records while complying with various regulatory standards.
Enabling Efficient Content Extraction: Extract critical data from paper and digital documents to enhance operational efficiency and reduce errors. Aggregate documents from disparate sources, make them legible, extract data with precision while continuously improving extraction accuracy.
Facilitating Secure Information Access: Enable anytime-anywhere information access and real-time collaboration. Empower employees with smart search and intelligent recommendations.
Driving Contextual Engagement: Capture, manage, and consume content generated in the context of business processes. Derive context from information, residing across various sources, and deliver personalized communications to customers across multiple touchpoints.
Streamlining Content Lifecycle Management: Create, manage, share, and archive different types of content while enabling easy and secure access.
Enabling Hybrid Records Management: Manage various records, including e-mails, physical, and electronic records, while retaining their integrity and authenticity. Create and manage multiple classification schemes for records that help in easy search and retrieval.
Traditional ways of managing content are now passe. The burgeoning amount of content being generated today is forcing enterprises to look beyond traditional ECM systems. Enterprises are now looking towards pervasive utilization of content. And this has spurred the need for artificial intelligence (AI) and machine learning (ML) based technologies in-built into content services platforms. With the pace at which the content services space is evolving, AI/ML and other modern technologies have long shifted from being “areas of interest” to the actual “roadmap items.”
Decoding Intelligent Content Services
Intelligent content services are about utilizing modern technologies to help analyze, organize, and deliver content at a larger scale. It provides opportunities like automated categorization and classification of documents, extraction of data, sentiment analysis, identification of sensitive content, and more.
Modern technologies like advanced OCR, NLP, AI/ML, and others have transformed the way content is handled. Enterprises now expect data to lead them in the right direction. For example, visual recognition services can now detect a missing signature on a contract seconds after it is uploaded, rather than waiting for days for a human to inspect its quality.
Intelligent Content Services Capabilities That You Can Leverage
Automated categorization and indexing of documents for eliminating redundant tasks
Identification of sensitive content and masking it for meeting compliance and governance goals
Extraction of entities from content for providing insights and automating business processes
Execution of sentiment analysis on customer communications for quick identification and solution of customer requirements and more
All the above capabilities can help your employees by making them more productive, more effective, and more compliant. This ultimately translates to delivering the best customer experience possible.
And There’s More…
While intelligent content services have a host of advantages which can help employees in a multitude of ways, its benefits can percolate and amaze your end customers too! For instance, through self-service web portals, your customers can verify their identity and documents through intelligent video recognition capabilities. Another very real and tangible benefit would be prompting your customers at a document collection portal to ensure that the correct set of documents are uploaded.
With intelligent content services, the opportunities are endless! Newgen’s contextual content services platform has comprehensive intelligent content services capabilities that can help you boost your employee productivity and offer a superior customer experience. Recently our content services platform has received the highest possible rating for its intelligent content services in Forrester Wave: Content Platforms, Q2 2021. Read the complete report for detailed insights.
Your enterprise content—structured and unstructured—is the most important resource in the organization. And content without context has limited business value. With the explosion of data volume in recent times, it has become a necessity to have a holistic content management strategy to better leverage, manage, and harness the information residing in multiple systems. And metadata lies at the core of content management strategy.
A metadata-driven approach to managing enterprise content has game-changing potential. It allows organizations to add context to their content, which further helps in making insightful decisions and driving meaningful engagements with customers, partners, and all stakeholders.
In simple terms, metadata describes data and enriches the content with information. This makes it easier to discover, use, and manage enterprise-wide content. It is the essential glue that helps bridge content silos across multiple lines of business, drives processes, enables meaningful content associations, and ensures faster access to precise content sprawled across repositories.
Why Do You Need to Rethink Your Metadata Strategy?
Metadata is the building block of any content management system. With the content management market moving towards decoupled content services, the use of metadata is also gaining prominence
Enterprise content without context doesn’t hold any business value. Metadata classifies, organizes, labels, tags, and understands your data. This makes information consumption by users much easier
Enterprises, like yours, are looking towards metadata services that can be system-generated, user-defined, or intelligently extracted from the content. They want their metadata models to help drive processes, content lifecycles, and other policies and business rules
Metadata can help to secure your data by intelligently extracting critical information from documents and restricting access to it based on the metadata value. For instance, in the HR department, only members of the HR team can view employee files; in government offices, only security-cleared employees can read and respond to incoming citizen correspondence
Almost every business process is based on or around content. To achieve complete automation, content must behave as an enabler rather than an inhibitor. This can only be done through metadata, which provides context and acts as a driver for your content-based enterprise applications
File analytics—one of the most sought-after capabilities these days—needs the help of metadata to uncover hidden insights and identify dark data
There are innumerable use-cases and benefits of metadata. And enterprises can realize its full potential through a structured approach.
Newgen can help you realize the full potential of your content by transforming your metadata usage through our contextual content services platform. Newgen’s platform has received the highest possible rating for its metadata services in Forrester Wave: Content Platforms, Q2 2021. Read the complete report for detailed insights.
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