8.30

Welcome with coffee

9.00

Keynote: Digital Collaboration

The four layers of customer interaction, business interaction and content, compliance and policy rules, and data transactions have to converge. Mobile and browser front-ends must connect to a homogeneous digital collaboration infrastructure that does not restrict but empowers company staff to service in a flexible but still compliant manner. Max J. Pucher will discuss the incredible opportunities and substantial challenges for business and technology management.

10.00

Networking coffee break

10.30

Make your customer communication a unique experience in the digital age

Communication with your customers spans across all areas of business activity. This means managing multiple inbound and outbound channels and integrating with data from multiple business applications. Content becomes an essential part of the context in Customer Engagement, and adaptive and goal-oriented service processes will result in a positive customer experience. The Papyrus Platform capabilities are unique in many ways. Forrester Research noted ISIS Papyrus as a leader with a most unique vision and “an adaptive platform with exacting results”.
In this session you will learn how:

• IT and Business can rapidly build new business process applications using ready solution frameworks
• 360º view of the customer can be achieved to improve customer experience and increase customer loyalty
• To use the platform’s cross-channel capability for a seamless and successful Customer Experience
• How integration with your existing backend systems can be achieved
• The platform can help you to embrace Mobile, Social & Cloud

11.15

Leverage smart document design concepts for cross channel delivery

Learn about the extended capabilities of the new Correspondence Framework Solution for administrative and end users, relieving IT of time-intensive document support. Business teams are enabled to create and manage content, templates and resources for batch, online, interactive and on-demand production of business correspondence. Smart design of templates and building blocks allow for unique multichannel output with interactivity and real-time feedback loop.

• Design and delivery considerations for different output channels including mobile
• Central resource management with versioning, change and release management
• Include response options such as URLs, e-mail, SMS and e-forms for immediate 2-way communications
• Interactive documents with prompt commands and Wizard for front office users
• eDocuments: Your clients and team sign electronically and securely
• Auditing and reporting

12.00

Sharing Practical Experience - Cyprus Telecommunications (Cyta)
Modernizing customer experience and operations with cross-channel document delivery
Toula Yiapatou, Senior Project Manager

Cyta’s strategy was to fully implement electronic customer communications – to improve customer service and satisfaction, respond to customer preferences and leverage the cost advantages of reduced printing and mailing. Extending use of the powerful Papyrus Platform was decided to leverage the company’s existing investment and knowledge by using the full document management and multichannel delivery capabilities of Papyrus technology. The new Cyta Electronic Invoicing program offers customers more convenience and account access with monthly bill notification by e-mail; 24/7 bill access, download and/or printing; and online bill storage for 24 months.

12.30

Sharing Practical Experience - Group IT, APIS IT
Establishing a generic model document output management system
Dragana Pop, BI Software Engineer

With the primary objective to establish a generic document output platform, Papyrus is used in the production of various documents for City of Zagreb and government agencies, including document design and formatting. AFP documents are stored in Papyrus WebArchive and accessed by a third-party system using Papyrus WebRepository, and AFP documents are converted to PDF on-the-fly. Capabilities of the new platform include a unified invoice for services provided by City of Zagreb to its residents and future plans for online document formatting and document composition. Local partner Sagena informaticki inzenjering and ISIS Papyrus supported the successful production of the solution, which also incorporated Papyrus WebServer/HTTPs and WebPortal capabilities.

13.00

Lunch

14.00

Solution Showcase and Workshop Program

14.30

Management Circle Seminar

17.45

Brainstorming Session: Discuss with ISIS Papyrus management and solution architects

• Translating company goals into a technology strategy that consolidates ECM, CRM and BPM
• Optimizing your investment by building an agile communication platform for the future
• Discuss the requirements for the business graphical user interface (GUI)
• Integrating inbound and outbound business communication as a business need

8.00

Welcome with coffee

8.30

Transform mainframe architecture to eChannels, mobile, social and the cloud

Business solutions are built on an enterprise mobility strategy. The Papyrus Platform enables the new mobile workstyle, changing the way companies communicate internally and with their customers, making it convenient and secure while creating new revenue.

• Mobile Backend-as-a-Service
• Sales and customer service solution Frameworks
• Mobile Marketing
• Mobile for Executives
• Integration with Social channels
• Deployment in the Cloud

9.15

The great leap in cross channel eCommunication with optional print

This presentation will show how collaborative work of business and IT results in flexible and high-quality output for each delivery channel using dynamic formatting capabilities in combination with powerful output management.

• Collect documents of batch/online/interactive origin (AFP/PDF/TIFFS/HTML/XML) in the central document pool
• Powerful reformatting options allow for unique final document composition on each print and eDelivery channel
• HTML5/PDF/SMS/e-mail/Mobile, printing considerations and available solutions
• Two-way communication capabilities with response options in digital output
• Powerful reporting on bounced e-mail, clicks and opened e-mail, printing and archiving

10.00

Networking coffee break

10.30

ACM-built business solutions optimize customer experience and deliver significant business benefits

In the Digital Age non-routine, collaborative, knowledge worker-centric activities will dominate how work is done in your organization - exceptions are the norm. See a full range of business solutions using straight-through processes to dynamic processes to completely unstructured processes driven by rules and ad-hoc content arrival, such as scans, e-mail or social media

• Collaborative work and task management based on user profile
• Adaptive and goal-oriented business processes supporting exception handling
• Enhanced quality and speed in case completion in Customer Care and Call Center
• HR and new customer on-boarding case management solution framework
• Lead management solution framework – from suspect to prospect to pipeline
• Contract generation and management solution framework

11.15

Cross-channel intelligent inbound mail Capture

All your inbound communication channels can be commonly managed by one single definition and events - routing mail through the different steps of classification, recognition and data extraction to validation and then distribution to users in different departments. Our integrated workflow capabilities and the supervised learning of our intelligent data capture technology continuously improve the system to get smarter results in reduced cycle time, lower labor costs and maximized human capital.

• Every mail received in the organization is a known incoming event
• An intelligent capture process starts extracting relevant information from structured and unstructured forms
• A new case is automatically opened or content is routed to an existing case
• Archiving of complete case, content and process

11.45

Sharing Practical Experience - BNP Paribas Switzerland
Realizing a strategic personalized mass mailing solution to meet the growing demand of the business
Didier Di Palma, Project Manager

With this corporate mass mailing solution using ISIS Papyrus, BNP increased efficiency of the mass mail process and the generation of mailings with less time and effort. The solution is a personalized ‘one-off’ Mass Mailing Client Solution which meets the growing demand of the Business and avoids as much as possible the ‘IT bottleneck’ - empowering 3 business units to design, create and maintain multi-language, multichannel mass mailings without IT support, as well as achieving seamless integration with current output management. Key highlights are role management with unique UIs, specific building blocks customized on-site, delivery to different output channels based on client preferences, and user management of templates, rules and content.

12.30

Sharing Practical Experience - RR Donnelley Global Document Solutions
Dynamic HTML for empowered Web and mobile business communications
Gary Robinson, Papyrus Analyst Developer

Changing customer preferences are requiring business to adapt methods for communicating with their clients. The primary needs are to create multichannel output (print, PDF with embedded URLs, fully enriched HTML5) from a single process, and then to track eDelivery and reissue printed documents for undelivered or unopened e-mails. Large volumes of documents are created in Papyrus and delivered and monitored via third-party software. Reprint requests are fed back into Papyrus for output. A full document lifecycle is reported to the business, detailing printed totals, e-mail delivery and read times, links clicked through, delivery failures and unopened e-mails. Business uses this data to see which customers are actively monitoring and opening their e-mails, leading to the possibility of more successful targeted marketing.

13.00

Lunch

14.00

Solution Showcase and Workshop Program

14.00

Management Circle Seminar

8.30

Welcome with coffee

9.00

Keynote: Digital Collaboration

10.30

Networking coffee break

11.00

Solution Showcase: Customer Engagement Platform Solutions

12.00

Case Study: Cyprus Telecommunications (Cyta)

Modernizing customer experience and operations with cross-channel document delivery

12.30

Case Study: Group IT, APIS IT

Establishing a generic model document output management system

13.00

Lunch

14.30

Discussion: The new way of working mobile

15.30

Networking coffee break

16.00

Discussion: The next generation of documents in the digital revolution

17.00

Discussion: What is needed to streamline your business processes?

10.30

Welcome with coffee

11.00

Solution Showcase: Adaptive Case Management for on-boarding staff and customers

11.45

Case Study: BNP Paribas Switzerland

Realizing a strategic personalized mass mailing solution to meet the growing demand of the business

12.30

Case Study: RR Donnelley Global Document Solutions

Dynamic HTML for empowered Web and mobile business communications

13.15

Lunch

14.00

Discussion: Content and Process Maturity – where are you?

14.00

Output Management – Print and eDelivery

• Bundling and sorting of outbound mail
• Learn how to further automate document delivery and save cost
• Setup delivery rules and learn that no or limited change is needed on your documents
• Experience how print documents are transformed and being electronically delivered
• Get an introduction to how you could do Dynamic HTML documents

15.00

Incoming Mail – Capture, manage and distribute

• Intelligent classification, content extraction and automated distribution
• Self-learning with user-trained processes
• Embedding inbound mail into Case Management
• Archiving