ISIS Papyrus ACM Key Benefits

Value Delivered

Key Benefits/Value

• Single, integrated communication & process platform is state- and event-driven and rule-based (data-driven)
• GOAL-oriented planning allows direct connection with financial targets and strategic objectives
• Holistic customer view for end-to-end case management
  • Out-of-the-box shared case folder with different views based on case status and user
  • Closes the loop with integration of inbound and outbound communication for full-circle response
  • Collaborative process for transparency and efficiency
  • Secure team access to case information
• Single point of access to all information
  • Reduced data entry errors
• Efficient, centralized output management
• Interface with all business applications and legacy systems
  • Any document type or object can be added to the case
  • All cases centrally stored
• Enhanced consistency and compliance with internal and external regulations
  • Flexibility for automation of all processes and future business changes
  • Archiving with retention policies
• Increased operational performance and results
  • Optimization of case worker’s time
  • Increased efficiency in time to market
  • Reduced implementation, maintenance and development costs
  • Reduced manual operations and minimal duplication of documents and data

Key Features

• GOAL-oriented definition of case work in a hierarchy of goals and business rules
• State/event driven definition of tasks and data/content artifacts
• Unknown events do not cause a process exception but are handled through added goals
• Shared case folder available to authorized users working on the case subject to specific security and access control rules
  • User authorization and authentication
  • Auditing
  • Change management, digital signature, versioning, variant control
  • Support for collaboration – chat, e-mail, phone
• Real-time access to common case data, documents and activity
  • Activities, to-do’s, check lists
  • Calendar
  • Inbound and outbound communications
  • Tasks with priority and deadlines
• Customizable views can include different information, such as
  • Form showing case data or content
  • Tasks history
  • Discussions
  • Dashboard
• Automatic process discovery and implementation in real time (UTA & Activity recorder)
  • The Activity Recorder/Player supports the employee, minimizes user interaction and reduces errors
  • Recorded activities can be reused
  • User Trained Agent supports employee decision-making, learning from observed patterns
• Classification and extraction of data of inbound mail, fax and emails
• Integrated outbound correspondence system
  • Generate and respond to letters, cancellations and claims
  • Access through browser or fat client interfaces
  • o Accessible to clerks, sales, business partners and customers
• Business application and legacy system integration
  • Wide range of Adapters and Typemanager interfaces
  • Comprehensive document and object support – MS Office, SMS, chat session, wiki pages, HTML, XML, PDF, audio, video, CAD CAM, X-ray, photos, etc.
• Long-term archiving of the case and its content with retention policies
• Monitoring tools and views suitable for reactive or proactive approach

Case contains inbound and outbound correspondence (click image to zoom)	Inbound document: hand written, scanned (click image to zoom)	Create outbound document (click image to zoom)

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