Analyst Reports

Deep Analysis, an independent technology analyst firm, featured Papyrus Software in its comprehensive IDP Vendor Survey for 2026. The survey evaluates vendors across the Intelligent Document Processing landscape, examining their capabilities in document classification, data extraction, and process automation. Papyrus Software was recognised for its integrated platform approach, combining IDP with end-to-end business process management and customer communications within a single, unified environment.

Papyrus Software received an Honorable Mention in the Gartner Magic Quadrant and Critical Capabilities for Document Management, 2025. This recognition by one of the world's leading research and advisory firms highlights the comprehensive document management capabilities of the Papyrus Platform, including content capture, storage, lifecycle management, and integration with business processes across the enterprise.

As the market increasingly looks at LLM technology for not only its Generative capabilities but also for processing incoming documents, it appears more than ever that ISIS Papyrus has been ahead of the curve. ISIS Papyrus distinguishes itself by offering an integrated single-source platform that combines IDP with automated processing and business response. The platform is adaptable to diverse business scenarios, channels, and use cases and offers end-to-end automation, from initial document capture to final outbound communication—powered by advanced machine learning for intelligent data processing and automated responses. The Converse AI platform is another differentiator that enables business users to rapidly deploy and continuously optimise their processes. Working with an AI Agent powered by IBM watsonx.ai, it performs LLM-powered document mining, streamlines complex tasks, accelerates development, and ensures smarter decisions by focusing on the users' desired outcomes.

The digital revolution in customer communication: How automated document factories are reshaping business operations

Madison Advisors featured Papyrus Software in their AI-Augmented Customer Communications Management Market Study for 2024. The study examines how leading CCM vendors are incorporating artificial intelligence capabilities into their platforms to enhance document composition, personalisation, and delivery. Papyrus Software was recognised for its AI-powered approach to customer communications, leveraging intelligent automation to streamline the creation and management of business-critical documents across multiple channels.

Forrester Research included Papyrus Software in The Forrester Landscape™: Information Archiving Platforms, Q1 2024. This report provides an overview of the information archiving platforms market, evaluating vendors on their ability to help organisations manage, retain, and govern information across the enterprise. Papyrus Software was recognised for its platform capabilities in content management, archiving, and compliance across regulated industries.

For the second consecutive year, ISIS Papyrus has been recognised as Disruptor in the Infosource Capture & IDP Market Matrix Report, this time for 2024. The report highlights Papyrus Software's continued innovation in intelligent document processing, with its integrated platform approach that combines capture, classification, extraction, and automated business response within a single environment. The Disruptor designation reflects the company's ability to challenge established market dynamics with its comprehensive, AI-driven approach to document processing.

The Celent report highlights Papyrus CCM's strengths in document and communication creation and delivery, data and analytics, technology, AI capabilities, cloud options, workflow definition, implementation and support, and customer base. These capabilities enable insurance companies to consolidate and streamline document output, with the holistic platform approach and increased adaptability leading to significant efficiency gains and lower operating costs.

Please see the Gartner Peer Insights Document.

This result was endorsed by Papyrus customers and validated by the high software rating for the overall capabilities of the Papyrus Intelligent Document Processing.

ISIS Papyrus was named a Leader in the IDC MarketScape: Worldwide Automated Document Generation and Customer Communication Management Vendor Assessment, 2024. The assessment evaluates vendors across the combined ADG and CCM market, examining their ability to support organisations in creating, managing, and delivering personalised business communications at scale. The Leader positioning recognises the comprehensive capabilities of the Papyrus Platform in document generation and omnichannel customer communications.

Forrester Research featured Papyrus Software in The Forrester Landscape™: Content Platforms, Q3 2024. The report provides a comprehensive overview of the content platforms market, evaluating vendors on their capabilities to help organisations manage, govern, and leverage enterprise content. Papyrus Software was recognised for its unified platform approach to content management and business process integration.

Forrester Research showcased ISIS Papyrus in The Forrester Landscape™: Digital Process Automation, Q2 2023. The report maps and evaluates the DPA vendor landscape for enterprise architects and business leaders looking to automate complex, knowledge-intensive business processes. ISIS Papyrus was included for its capabilities in adaptive case management, business rules, and end-to-end process orchestration within the Papyrus Platform.

Content services platforms are the cornerstone of both business operations and remote/hybrid-working scenarios, enabling organizations to manage and utilize content across the enterprise.

The Papyrus platform covers the entire content lifecycle across the enterprise in a single solution, and offers blockchain notarization, certified digital signature, governed retention periods, and automatic document deletion with access to documents strictly enforced based on the sensitivity of the information and requesting process.

Any kind of inbound and outbound documents, document resources, video and voice from any source, e-mails and any other content can be easily created, reviewed, uploaded, stored and made accessible anytime from anywhere. In addition to core CSP functionality, the system provides:

• Process automation and application development
• Content intelligence
• Productivity intelligence
• New work hub connectors
• Business role hub connectors
• Intelligent document processing
• Content collaboration
• Information governance/records management
• Output management
• Robotic authoring

Papyrus Automated Document Factory (ADF) with central management and a consolidated view of operations for all electronic and printed output is used in almost 100% of all Papyrus CCM customer solutions. By using the Papyrus Operations Designer, non-technical users can design end-to-end mail production processes for spool, queue, print and e-delivery management, while the ADF cockpit makes all required information available and accessible at all times, also on Mobile.

IDC predicts that by the end of 2022, more than half of the global economy will be based on or influenced by digital. For many organizations, this means adopting digital processes and providing online access to business documents critical to the delivery of their products and services.

This IDC paper discusses the challenges that organizations face today regarding their business content — examples include invoices, billing statements, contracts, regulatory reports, welcome kits, and many other business-related documents — and the benefits that an intelligent content services solution can provide. Consideration is given to three key areas where a holistic approach to content services can be the most transformative.

• Self-service for customers and employees: Deliver real-time, personalized employee and customer experiences through easy-to-use self-service portals and role-based dashboards
• Enterprise content services for work: Improve content access by connecting to core business applications like Salesforce, SAP, Microsoft Office 365 and SharePoint
• Data protection and content archiving for legal compliance: Ensure legal compliance and security for all corporate content and communication

Content platforms represent the current stage of evolution of the market traditionally known as enterprise content management (ECM), allowing technology decision-makers to design and deliver purpose-built content- and process-rich apps for employees and customers.

Forrester defines a content platform as: 'A software platform architected specifically for the design, development, and delivery of document-, content-, or process-rich applications. Content platforms enable the decoupling of repository, application, and user interface layers and reveal services and APIs for application creation and integration.'

Top priorities of content platforms are to:

• Automate and digitize content-centric processes — Workflow, task management, e-forms, digital signatures as well as intelligent capture and classification
• Improve employee experience — Content platforms provide rich search, navigation, secure collaboration and file-sharing capabilities
• Meet governance and compliance obligations — Content platforms provide security controls and auditing and offer lifecycle management and policy-driven retention

The Papyrus Content Services Platform automates and digitizes content-centric processes and offers self-service for customers and employees, enterprise content services for work, as well as data protection and legal compliance — in a single solution.

Infosource Software, the leading analyst firm tracking the Capture and Intelligent Document Processing software market, recently released its 2022 Global Capture Vendor Matrix with top Intelligent Document Processing vendors in the market. ISIS Papyrus is positioned as a "disruptor", reflecting Papyrus' unique offering that combines Inbound, Content and Outbound capabilities as well as its market-leading Customer Experience Management (CEM) capabilities.

• Unique integrated platform for input & output
• Customer Experience Management (CEM) integration
• Strong technology capabilities including Machine Learning
• Enterprise level international customer base
• Good ratio of SW to professional services

Papyrus Software was positioned as a Major Player in the IDC MarketScape: Worldwide Cloud Customer Communications Management Applications Vendor Assessment, 2022. The study evaluates cloud-based CCM vendors on their capabilities and business strategies for delivering customer communications management solutions in the cloud, recognising the Papyrus Platform's strengths in cloud-native deployment and omnichannel communications.

Forrester defines DPA as: 'Platforms for application development that combine low-code programming for general-use application development with support for modeling and orchestrating basic to complex processes, along with robust, dynamic case management.'

DPA platforms combine many of the attributes of categories that Forrester formerly defined as business process management and dynamic case management (DCM) with ease and business-user-accessible capabilities of low-code development.

You can use Papyrus digital process automation (DPA) offerings to:

• Address all process and case management requirements.
• Drive faster development cycles.
• Provide a platform for general-use-low-code development.

The business-aligned paradigm drives successful automation, and most importantly, it creates a foundation for an adaptable digitized business, which is critical for business success today.

Learn more about Papyrus Converse — key Papyrus Software innovation that gives business professionals the power to design their Value Streams and realize ideas in a fraction of cost and time.

Content Services Platforms provide the foundation for the Digital Transformation. Organizations use content platforms to provide content at scale, serving content-rich apps that involve internal and external stakeholders and enabling business resilience.

Forrester defines a content platform as: 'A software platform architected specifically for the design, development, and delivery of document-, content-, or process-rich applications. Content platforms enable the decoupling of repository, application, and user interface layers and reveal services and APIs for application creation and integration.'

Papyrus handles content and processes in one platform, with content accessible anytime from anywhere. The platform enables organizations to:

• Serve a broad set of B2B and B2C use cases with content and process services.
• Embrace Cloud to build resilience and enable remote work.
• Adopt intelligent content services for automation and better employee experience.

ISIS Papyrus was listed in the Gartner Market Guide for Customer Communication Management, 2021. The Market Guide helps application leaders responsible for customer communication management evaluate and select the right CCM solution for their organisation's needs, covering the evolving landscape of customer communications across print, digital, and interactive channels.

We are excited to see our direction and ongoing innovations confirmed and aligned with the Customer Communications Market needs.

Papyrus Software was first to introduce closed-loop incoming and outgoing communication integrated in a single digital platform. Today, the Omni-channel platform powers customer experience processes via live chat, Chatbot, SMS, email Social, Mobile, Web or paper, allowing customers to engage into individual conversations across customer journey touch points, channels, devices and over time.

The platform supports all types of personalized communication - high-volume, interactive as well as customer-initiated, on-demand communication, and with Papyrus Business Value Streams, customer communication becomes part of varying use cases with personalized, connected processing experience and all interactions, content and activities related to the customer's request pulled into a single place.

ISIS Papyrus was positioned in the Leaders category of the IDC MarketScape: Customer Communications Management, 2020. This recognition highlights the strength and maturity of the Papyrus Platform in delivering enterprise-grade customer communications management, with capabilities spanning document composition, omnichannel delivery, and integration with business processes across the organisation.

Digital transformation demands lots of software development with support for complex process automation and case management. Traditional software development isn't fast enough and doesn't adequately support heavy process and case management requirements.

To meet these needs, many organizations are turning to DPA-deep solutions, which Forrester defines as: 'Platforms for application development that combine low-code programming with support for modeling and orchestrating the most complex processes, along with robust, dynamic case management.'

Papyrus Platform can address a very wide array of software requirements: it can be used to automate business processes, to build business value streams and to manage dynamic cases, as well for digital collaboration, connecting all stakeholders and teams across the extended enterprise.

• Address all development requirements, including Process and Adaptive Case management.
• Build applications more quickly than with traditional tools.
• Serve as general-purpose low-code ACM framework, addressing a wide variety of software development use cases.

According to the Forrester segmentation, Papyrus covers both the structured CCM segment with large transaction volumes and the interactive correspondence segment with human involvement and a potentially high number of forms or templates. The same platform offers online and dynamic on-demand communications, as well as the process-driven customer interactions for improved customer experience and service.

With the shift to Digital, organizations aiming to deepen digital engagement with customers and stakeholders need to move to one consolidated platform that goes beyond disconnected channels and fragmented customer service. The 'One Platform Approach' and built-in effectiveness make Papyrus the platform of choice for any company that wants to consolidate its customer communication on a 'Fit-for-Future' foundation to stay relevant and competitive in the rapidly evolving digital world.

• BusinessFirst™ for the Business to take ownership of mission critical communication and self-serve its needs
• Large-scale re-usability across communication scenarios, channels and Business and IT
• Interactive forms, documents and Wizards turning conversations into business transactions
• Facilitated integration by configuration
• Flexible deployment
• Support for unlimited business growth

'CIOs must go beyond incremental improvements to focus on innovation and transformation of processes and business models for maximum long-term ROI.'

Gartner defines Case Management Solutions as: 'Applications that support complex processes requiring a combination of human tasks and electronic workflow, such as incoming applications or claims moving to litigation. These solutions support the workflow, management collaboration, storage of images and content, decisioning, and processing of electronic cases. There are two basic types: BPM platform for structured processes and adaptive case management for less structured ones.'

'Business impact: When applied to tasks such as fraud investigation, claims handling, complaint management and application processing, insurers can reduce processing costs, improve employee performance, deliver productivity gains by automating administrative tasks, improve the outcomes of manual decisions and promote process transparency.'

Papyrus Adaptive Case Management (ACM) is delivered as an Out-of-the-Box (OOTB) Framework to reduce the time and complexity of delivering new Case Management solutions. It unifies both structured processes and adaptive case management into one, and enables companies to boost the productivity of the employees AND their ability to innovate.

INNOVATION: The ACM Framework provides all means - architectural guidance, executable configurable components and configurable visual interfaces - for companies to rapidly compose and deliver unique business services at a fraction of cost and time through configuration and adaptation.

PRODUCTIVITY: The ACM-driven processing integrates activities, tasks, people, processes and communication over time. The adaptive way of working puts people at the center of a process, allowing them to apply their judgment and expertise and adapt to the concrete business situation to achieve best possible outcomes. They work with unified content and processes supported with integrated Inbound and Outbound communication, Content Services and Machine Learning - across teams and enterprise - and can effectively connect, collaborate, up-sell, cross-sell, while working on one single version of truth.

Forrester defines a Content Platform as: 'A software platform architected specifically for the design, development, and delivery of document-, content-, or process-rich applications'.

ISIS Papyrus was mentioned as a Midsize vendor with Collaborative and Transactional Content Services in one Platform, with a focus on Insurance and Healthcare Insurance, Financial services and Government as primary industries. As a Collaborative Content Services Platform, Papyrus 'helps information workers create, retrieve, review, revise, and share business content daily, and provides a collaborative environment with content services to govern documents (such as access controls, versioning, and life-cycle rules), as well as collaboration capabilities to discuss, annotate, and track tasks on works in progress'.

As a Transactional Content services Platform, Papyrus offers automated processing of high-volume content and ongoing incoming communication across multiple channels - digitizing and intelligently extracting data from incoming e-mails, PDFs, scans, fax and messages in structured and unstructured formats, including handwritten information.

The platform manages all inbound channels by one single definition and by events, and ingests the communication, extracts relevant data, and distributes it to enterprise applications, individual or department inboxes, as well as directly to the customer cases and processes based on rules. The state-of-the-art, self-learning classification process and machine learning utilize pattern recognition to increase accuracy and efficiency of data capture, limiting human interaction to QA or exception handling. The system provides the means to cut the content processing times from days to hours, please see an example.

Forrester Research featured ISIS Papyrus in Now Tech: EU- And UK-Based Enterprise Content Management, Q2 2018. The report helps enterprise architecture professionals understand the value and segment of EU- and UK-based ECM providers, evaluating their content management capabilities for European organisations with specific data residency and regulatory requirements.

Madison Advisors' Customer Communications Management (CCM) Solutions Market Study, 6th Edition provides an overview of several CCM technology solutions available in the market today.

Of particular focus is how each solution innovatively solves the challenges associated with customer communications management, and how these solutions are positioned to keep up with changing technology and consumer demand for a digital experience. This study provides an update on some of the capabilities reviewed in our last report which included multi-channel delivery, cloud technology, and support for social media. In addition, we have included a review of current trends in the market and how each solution is positioned to stay abreast of these trends while meeting the increased requirement of enhancing the customer experience.

Enterprise software provider ISIS Papyrus Software announced it was named a Challenger in the latest "Gartner Magic Quadrant for Customer Communications Management Software," published January 26, 2017 to help application leaders assess possible CCM solutions for their organization.

For the report, Gartner evaluated 15 CCM software vendors across diverse criteria, noting customer communications management tools are evolving from supporting static, printed output and one-way broadcasting to creating dynamic, on-demand communications via multiple channels.

The report identifies key trends in the CCM market:

• Many organizations find their existing CCM software is not flexible enough to adapt to their changing business needs
• CCM providers are adding new capabilities for digital engagement, rich media, context awareness, social and mobility, and cloud access
• Digital business continues to be the spark driving innovation in the mature CCM market

Papyrus Platform was named as a Strong Performer in "The Forrester Wave™: Customer Communications Management, Q2 2016", published to assist enterprise architecture (EA) professionals looking to help line-of-business owners improve the customer experience. Noting that CCM platforms will continue to enhance customer experience, evolve toward broader communication needs, and more tightly integrate with other business applications, the report profiles Papyrus as "top-of-class for integration of dynamic case management technology with document generation and capture."

The report cited the Papyrus Platform for:

• Emphasizing a full application lifecycle platform and framework
• Having offered great flexibility
• Customers leverage Papyrus primitives to "expose" different aspects of the product to support CRM, ECM, DCM and CCM functions
• Moving towards "framework" solutions to reduce customers' effort
• Rules are "natural language" with a common data model as a core repository

ISIS Papyrus Software was named a Strong Performer in "The Forrester Wave™: Dynamic Case Management," published by Forrester Research to help enterprise architects tackle increasing volumes of varied and unstructured work. Profiling Papyrus as "a particularly strong fit for specialized and complex process support," the report cited these capabilities of the ISIS Papyrus platform:

• Advanced goal orientation - ability for tasks, rules and context to adapt to altered goals
• Imports external information models to help jump-start process design
• Tight integration with CCM, capture and ECM tools
• Central point of management from one object repository
• Advanced capture, ECM and CCM capabilities