Enterprise Service Management: A Unified Platform for Employees, Partners, and Customers

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.

Enterprise-Service-Management

Listed here are the top 5 benefits of enterprise service management:

Improved customer service

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.

Source: https://newgensoft.com/blog/enterprise-service-management-unified-platform-employees-partners-customers/

Customer Service Management Software ? 6 Key Considerations

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.

Source: https://newgensoft.com/blog/customer-service-management-software-key-considerations/

Do You Really Need Content Classification?

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?

  • Artificial Intelligence (AI)
  • Machine learning (ML)

Do you know the benefits of content classification?

  • Improves customer experience
  • Reduces service and operational costs
  • Eases integration with core business applications
  • Automates bulk documents classification
  • Facilitates adherence to regulatory compliance
  • Intelligent decision making

How can content classification be implemented?

content classification

Layout-based 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.

Source: https://newgensoft.com/blog/do-you-really-need-content-classification/

6 Ways Content Services Platform Can Help Unleash the Power of Content

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:

  1. 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.
  2. 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.
  3. Facilitating Secure Information Access: Enable anytime-anywhere information access and real-time collaboration. Empower employees with smart search and intelligent recommendations.
  4. 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.
  5. Streamlining Content Lifecycle Management: Create, manage, share, and archive different types of content while enabling easy and secure access.
  6. Enabling Hybrid Records Management: Manage various records, including e-mails, physical, and electronic records, while retaining their integrity and authenticityCreate and manage multiple classification schemes for records that help in easy search and retrieval.

Video: https://youtu.be/ekOdKxJDTwAhttps://youtu.be/ekOdKxJDTwA

Source: https://newgensoft.com/blog/6-ways-content-services-platform-can-help-unleash-the-power-of-content/

Your Enterprise Needs Intelligent Content Services. Here’s Why

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.

Source: https://newgensoft.com/blog/your-enterprise-needs-intelligent-content-services-heres-why/