ISIS Papyrus Software Named a Leader in Document Output for Customer Communications Management

Independent research firm cites ISIS Papyrus’ broad vision for DOCCM supporting ECM, CRM, analytics, event processing, and BPM

Enterprise software provider ISIS Papyrus Software announced it has been named a Leader in “The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014”, published January 8.

For the report, Forrester Research, Inc. evaluated 11 document output for customer communications management (DOCCM) vendors across 26 criteria, finding strong differences in document design and composition, business empowerment, use cases, implementation, workflow, and reporting.

In its second time in the DOCCM evaluation, ISIS Papyrus received its Leader positioning based on its scores in Strategy and Current Offering.

“ISIS continues with a broad vision for DOCCM supporting ECM, CRM, analytics, event processing, and BPM, and views CCM as a component of a broader dynamic case management market….ISIS is a leader with a well-balanced product.” — The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

Profiling Papyrus as “an adapti2ve platform with exacting results,” the 2014 Wave report for DOCCM cited ISIS Papyrus for its:

• Full application lifecycle platform and framework
• Great flexibility
• “Framework” solutions to reduce implementation
• Sweet spot where language complexity and where exact rendering of content is essential
• Consolidated and common data model across CRM, ECM, DCM and CCM in a core repository

“ISIS Papyrus has provided enterprise document and customer communications solutions since our inception, so we are honored and proud to be recognized in this research as a leader and for our vision in what we believe is a crucial area of business technology,” said Annemarie Pucher, CEO of ISIS Papyrus Software. “The value of the Papyrus Platform is its combination of powerful document customization with multichannel capture and delivery for full-circle customer communications that are tailored for each organization’s needs.”

The Papyrus Business Communications and Process Platform empowers enterprise business users and knowledge workers to optimize and align processes, tasks, communications and documents in service-based organizations.

Background of DOCCM

As reported earlier, a Forrester Research report on Document Output For Customer Communications (DOCCM) yielded excellent results for ISIS Papyrus and concluded that its vision in this area by far exceeds that of other vendors.

Forrester defines the term DOCCM as follows: Software used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience.

The report then describes three application needs as part of DOCCM:

• Structured Output runs in batches, often in large volumes. Structured output is scheduled, consistently formatted, and sent as part of a service relationship (much like phone bills and brokerage statements); it also includes batch digital or offset print runs.
• Interactive Output marries custom content or data with preset structure. Interactive output requires the human touch, often matching variable customer data with structured forms or templates, providing a more individualized output; examples include customer correspondence and negotiated documents like group insurance policies or derivative and margin contracts“.
• On-Demand Output is triggered by multichannel requests. Events from the Web, fax, phone, email, transactional systems, or enterprise applications drive on-demand output, and on-demand events may also be initiated by a human being via a keystroke, as in call center correspondence.

As all these areas are very well covered by the Papyrus Platform business architecture with its concept of consolidated processes in the context of inbound and outbound content the positive results come as little surprise. To read this interesting report in detail request your copy now from ISIS Papyrus.