Your customer engagement transformation starts here · 8 © Copyright 2014 Hewlett-Packard...

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Your customer engagement transformation starts here

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2Engage 2014


Introducing HP Exstream Empower Editor

Jeff Doyle and Steve Cheal / September 23, 2014


HP Exstream Empower Editor

Agenda

• Business trends and drivers

• Situations and challenges

• Solution capabilities

• Use cases

• Architecture

• Empower and Live Editor

• Demonstration

• Value to change

• Questions


Business trends and drivers


Current trends impacting the market

Business trends and drivers

Market and competition

• Customers demanding thin client

• Competition offer thin client

Budget/power shift

• LOB owns increasing budget

• Business & Marketing drive CCM projects

BYOD

• Device & Location independence

• Mobile & remote workers expect to work anytime, anyplace

Change

• Investment in Thin and Cloud Solutions

• Emerging enterprise mobile strategies


Situational challenges


Manual business processesUnmanaged front office correspondence

Risk & cost

Profit

Unsecured

Error prone

Hard to audit

Slow

Inconsistent

Costly

52% report that their organization would be a third or more productive if processes were work-flowed with controlled editing

Source: AIIM Industry Watch: Process Revolution March 2012


Customers’ business process concerns

Line of BusinessExecutive

Chief Legal Officer

How can I reduce IT deployment and maintenance costs, consolidate systems and streamline communications processes?

How do I ensure processes and communications are compliant?

How can I minimize risk of fines?

How can I expedite response time and grow my team’s ability to facilitate interactions with customers?

Personalization – Mobile – Thin Client – Controlled Editing

Chief Information Officer

For every $1 spent to generate a document, $10 spent to manage the document creation processPain: Unmanaged front office correspondence


Solution capabilities


What is the Empower Editor?

Empower Editor

• An Interactive solution providing business users with a browser-based editor for simple correspondence communications.

• A “thin client” business solution requested by customers and prospects who want a controlled editing experience.

• An entry point for customers searching for mobile editing solutions.

• A solution that can easily operate outside of the customer’s firewall.


Empower Editor

• HTML-based thin client editor (zero install)

• Reduce IT time and expenses for installation and maintenance

• Employs industry standards to allow built-in browser support

• Controlled editing for correspondence communications

• Fresh, updated GUI allowing for easier navigation and usability

• Streamlines efficiency of integration into Business applications

What does it solve?


Use cases


3. Agent edits the template, submits it to the engine

Use case example: distributed agent solution

Scenario:

• Remote agents provide personalized yet standard correspondence

• Agents are both exclusive and independent

• Agents use a web application to access templates

• Browser preferences

Challenge:

• Deployment and upgrades must occur through IT

• IT does not have any control over independent agent software, yet must support them

• Consequently, solution cannot require software to be loaded on agent’s systems

Results:

• IT can control deployment and/or upgrades regardless of environment

• IT can pinpoint issues more readily

• As additional OS and browser support become available, mobile device support is easily attainable

1. Customer contacts agent

2. Remote agent receives call, logs in outside of firewall & selects a template

4. HP Exstream Engine generates the desired interactive communication

5. Communication sent to customer


Use case example: service provider solution

Scenario:

• Offers hosted correspondence solutions for medium sized independent mortgage companies

• Customers access a customized web portal so that mortgage company’s CSR’s can easily build personalized correspondence

Challenge:

• Service provider cannot install software in customer environments

• Need browser based solutions that integrate into their existing web portal

• Requires ability to manage multiple branding for multiple customers correspondence and insure regulated language be included in the each letter

• However, Controlled Personalization capability is also required

Results:

By using Empower,

• A browser based environment that can easily deploy to customers with little or no impact

• Empower’s controlled editing experience allows for branding and compliance content to be enforced, and allows controlled personalization

1. Based on customer engagement, remote representative (located outside firewall) selects template via a browser

2. Representative edits the template, submits it to the engine

3. HP Exstream Engine generates the desired communication

4. Communication sent to customer


Use case example: public sector

Scenario:

• Child support program is financed and centrally administered at the state level

• Case workers are in local municipalities to interact directly with custodial and non-custodial parents

• Communications are highly regulated

Challenge:

• Deployment and upgrade is cumbersome and costly to the state administrators

• Managing content interactions requires controlled editing for these remote usersPersonalizationcapability is also required

Results:

With the Empower Editor:

• Each remote user gains editing access to documents via a browser

• No installation is required

• Upgrades flow through to remote users with little to no IT impact

• Content is managed through the controlled editing experience to ensure that compliant information is unchanged

1. Local case worker logs into application via a browser and selects a template

2. Local case worker edits the template, submits it to the engine

3. HP Exstream Engine generates the desired interactive communication

4. Communication sent to parent


HP ExstreamEmpower architecture


Architecture

Customer Portal

EWS

Applications Mgmt

Document Mgmt

Editor Mgmt

Empower Services

Import Open Save Preview Export

Empower Repository

Empower editor

Empower editor

Empower editor

Production EnvironmentEmpower Services API

Empower admin consoleHP Exstream

Engine


Fire wall

Firewall

Web users

Web portal

Step1 Step2 Step3

Where does it fit…

ProductionDesign

Empower services

API


Empower and Live Editor


*Current limitations include support for Asian double byte languages and left-to-right languages

Empower and Live EditorEmpower Editor Live Editor

Deployment type Server-based (thin-client) Thick client installation

Installation ease No installation needed Requires thick client installation on every machine

License/Purchase model Seat-based perpetual licensing Seat-based perpetual licensing

Availability by region All regions* All regions

UI language support English, French All D&P supported languages

Key advantages + Ease of deployment for remote users+ Support for Chrome, IE10, IE11+ Can function outside of firewall

+ Not limited to correspondence+ Full set of features + Advanced table support+ Editing arrays

Limitations − Limited to correspondence− Limited set of features in initial release

− Requires thick install− Limited browser support

Ongoing feature development?

Yes Yes


Demonstration


Value to change


Empower Editor

• Provides thin client editor (zero footprint) to reduce IT time and expenses to install and maintain new versions of editor

• Controlled editing for correspondence communications streamlines the efficiency of the editors by targeting only certain editable areas for update in the document

• A Employs industry standards to allow browser support, reducing IT time and expense to support a proprietary format

• Provides a fresh, updated UI to allow for easier navigation and usability by business users

• Provides robust services layer to simplify integration time and costs

Why is the Empower Editor important to you?


Questions?


THANK YOU


Your customer engagement transformation starts here · 8 © Copyright 2014 Hewlett-Packard...

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