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© Integritie 2017
Integritie – IBM ECM User Group 2017
Integritie – Knowledge Capture®
Vendor Presentation
IBM ECM User Group 2017
Presented by:
Heather Harrison – Account Director
Samantha Cornborough – Account Director
Sam Clive – Product Manager
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© Integritie 2017
Knowledge Capture – Content Management Cloud
Knowledge Capture® (KC) is an ‘eco system’ of content capture and management
capabilities powered by IBM technology.
Knowledge Capture a range of ‘out of the box’
fully configurable line of business solutions:
1. Accounts Payable
2. Correspondence Management
3. Human Resources
4. Complaints Management
5. Claims Management
6. Anti-Counterfeit Capture and Control
7. Incident Management
8. Call Centre back office integration
9. Telephone Call recording to text conversion
10.Social Media self service and management
Delivered as either an on premise or fully hosted and managed Cloud service.
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Knowledge Capture – Modular Approach
Knowledge Capture® (KC) is a modular platform, where a core document
management platform is provided with additional workflow applications built on
top.
Knowledge Capture features three
tiers of applications:
� Green modules are based on
volume i.e. number of
documents/pages
� Light Blue modules are ‘Standard’
functional components (core
document management)
� Dark Blue modules are ‘Workflow’
based components (AP, HR,
Complaints etc)
LB
G
DB
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© Integritie 2017
Knowledge Capture – Todays Presentations
As part of todays presentations, Integritie will cover three focus areas, providing
examples of success stories and giving an overview of the functionality available.
1. Lift and Upgrade
2. Complaints Management
3. Anti-Counterfeit
If other elements of the KC Wheel are of
interest then please come find us as we can
discuss the wider functionality.
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© Integritie 2017
IBM Content Management
Lift and Upgrade into the Cloud
www.integritie.com
www.smcapture.com
www.kc-ol.com
Confidential to Integritie
8.2.2017
• Knowledge Capture is powered by
• IBM FileNet
• IBM Case Foundation
• IBM Case Manager
• IBM Content Analytics
• IBM Enterprise Records Manager
• IBM Content Manager OnDemand
• IBM Content Manager
• IBM e-Discovery
• IBM Datacap
• IBM i2 Analytics
• Knowledge Capture®
• SMC4 Social Media Management
Knowledge Capture – Information Capture, Control, Compliance and Communication
Transforming Data into Content, building Knowledge, enabling Actionable Intelligence
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© Integritie 2017
Issues with legacy ECM Systems
1. How to upgrade from legacy ECM historic ECM Platform with low cost
or disruption to service
- Such as upgrading from Image Services to FileNet
2. How to consolidate many legacy ECM platforms to a single IBM ECM
Repository
- Such as consolidating your on premise, existing system, Hyland
or Sharepoint to FileNet
3. How to Bridge to Cloud, seamless moving from old ECM systems such
as IBM CM, CMOD, Image Services, Hyland, Sharepoint etc to FileNet in
the Cloud
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© Integritie 2017
Upgrade Your Legacy IBM ECM Software
In Partnership with IBM, we take your existing IBM Content Management
Software Renewal and ‘Novate the part number to the new IBM Software
OnPremise and Cloud Part Number, called ‘Bridge to Cloud’.
Bridge to cloud provides long term future proofing investment, enabling your
company to continue using your existing legacy ECM system from your facilities
for now, or you can upgrade to FileNet OnPremise or FileNet in the Cloud
service when you are ready.
The software upgrade provides a formal upgrade path.
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Two Step Bridge to Cloud Process
We provide two process steps in managing the bridge to cloud and the lift and upgrade
Wrap and Manage
We take your existing IBM Renewal, we upgrade the software to the new software part numbers (Bridge
to Cloud), which supports both remaining OnPremise and or moving to the Cloud when you are ready.
We support your legacy system software, while providing you the software entitlement to upgrade to the
new Knowledge Capture FileNet Cloud (Onpremise or in the Cloud when you are ready).
We recommend the Wrap and Manage for day one, giving you time to consider the Lift and Upgrade aligned to your timeline and priorities.
Lift and UpgradeIntegritie support your current onpremise system until/when you are ready to upgrade to Knowledge
Capture. We lift and upgrade your business applications, data and indexes to the Knowledge Capture
Cloud, (either OnPremise or in the Cloud) when you are ready.
Technical Service to upgrade are provided separately and are additional on a time and materials basis.
Under both models your company is able to use all the Knowledge Capture features and functions.
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© Integritie 2017
Knowledge Capture Lift and Upgrade – Some of our many customers
Some of the many customers we have upgraded from legacy ECM applications
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© Integritie 2017
UK Government – KC Bulk Extractor - Migration of IBM ECM
FileNet - Consolidate 43 million documents, 15Tb Data
1. Automatically extracted IBM ECM to Knowledge Capture Cloud, extracted and ingested over 43 million documents
2. Test and sign off the ingestion and load process
3. Import migrated data to the target system
4. Testing / Retrieval from the target system
5. Presentation of results, audit information and full conversion recommendations
6. Project Management to complete the ingestion requirements
Content Manager
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End to End Document and Index Data Migration Tools
KC Extraction Staging Area
1. Selects the documents to extract
2. Counts all documents and
reconciles the index data before
extraction begins
3. Identifies associated index
(meta) data
4. Extracts all documents as a like
for like
5. Logging for issue correction
1. Moves the documents and
associated index data to the
staging area
2. Transformation
3. Index data validation
4. Improvements to index data via
third party lookups
5. De-duplication
1. Select the documents to load
2. Counts all documents before
bulk load begins
3. Identifies all index data
4. Loads all files as a like for like
5. Logging for issue correction
Existing Content Management Knowledge Capture (powered by IBM FileNet)
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© Integritie 2017
Consolidate ECM Systems – Migrate to Single Knowledge Capture
Knowledge Capture is a proven upgrade software application, automatingthe migration from legacy ECM systems to FileNet
Content ManagerWindows/Linux/z/OS
Content Manager OnDemandWindows/Linux/z/OS
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© Integritie 2017
Three Step Map and Migrate Strategy
1. Migrate Your existing ECM applications to the Knowledge Capture Cloud, powered by
IBM FileNet
2. Migrate your existing objects, (images and files) and index records to Knowledge
Capture Cloud
3. Leverage all your existing ECM applications from Knowledge Capture Cloud, plus also
get the bonus of using all our Knowledge Capture business applications
- based on the number of archive and workflow users purchased.
When you are ready to move to the Cloud, (OnPremise or in the Cloud),
the Knowledge Capture Cloud provides a three step proven FileNet upgrade
service, including;
Your ECM
System
Services to upgrade are provided on a time and materials basis, additional to the software renewal
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© Integritie 2017
Legacy databases
Knowledge Capture can extract from any connected source
USB DevicesFile Shares CMIS ECM
RepositoriesDocuments
Staging Area� Transformation
� Index data validation
� Improvements to index data via third party
lookups
� De-duplication
Content Manager Content Manager OnDemand
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© Integritie 2017
Employee NameEmployee Name
Employee #Employee #
LocationLocation
John SmithJohn Smith
1234567812345678
CityCity
HR Systems
• Automatically validate against legacy data sources, update corrected records
• Add business rules to extract additional legacy data, (ie email addresses)
• Enables manual validation to inspect errors or to enable data quality
• Maximizes data accuracy before delivery to business systems
Add value to the index data Update and Go Green
Knowledge Capture Bulk Loader can compare extracted documents to Legacy systems to verify and update index data, for
example update changes of address, add email addresses, add social addresses from legacy databases.
Knowledge Capture Data Validation and Index Data Cleansed
Every extracted document
can be automatically
verified and cleansed
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Knowledge Capture Images Cleansing and Correction
Optional Extra - Image Document Cleansing
1. Images can be rerun through our image enhancement software to clean up, de-
skewed and aligned properly during the staging area
2. Documents can then have further index fields extracted if needed
3. Removing speckles and cleaning up documents
4. Improving the accuracy of data index extraction and validation
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Knowledge Capture Document Conversion and Enhancements
Optional Extra
Electronic documents can be converted from original editable content to
non-editable PDF or Image formats.
such as automatically converting word.doc files or email text documents into PDF or TIFF
This process can take place before documents are loaded into a new repository.
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Benefits of Knowledge Capture Bulk Extractor and Loader
The Knowledge Capture Bulk Extractor software application is a proven 'out of the box' software application, (not a services offering), including:
1. Out of the box connectors and exports to industry leading ECM repositories
2. Documents are extracted in their native format
3. The Document index data is extracted in CSV or XML format
4. The Documents and Index data are released to a designated file system of your choice, and reconciled at time of extraction and receipt
5. Windows based Administrator application with easy to use graphical user interface
6. End to End full audit trail of all document extractions and movements, (successful and unsuccessful)
7. Ability to perform selective or bulk object/document extraction
8. Enables multi-instance extraction for high volume projects
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Knowledge Capture Bulk Extractor and Loader Pricing
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© Integritie 2017
Return on Investment Benefits of Upgrading to the Cloud
Potential Return On Investment - Savings Write Your Current
Annual Costs Here
Current Annual Software renewal costs £
Current Annual helpdesk costs £
Current Technical Staff costs £
Current Server Hardware costs £
Current Storage Hardware costs £
Current Management costs £
Current Real Estate costs / computer room / power £
Current Broadband costs £
Future solution software upgrade costs £
Total Annual Savings �
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© Integritie 2017
Integritie Contact Points for Sales Assistance
For further details please contact:
Heather HarrisonAccount Director
eMail [email protected]
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Question and Answers
Questions and Answers
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© Integritie 2017
Samantha Cornborough
Director of Complaints Management
www.integritie.com
www.smcapture.com
www.kc-ol.com
Confidential to Integritie
8.2.2017
IBM ECM User Day – 8th Feb 2017
Knowledge Capture®Complaints ManagementApplication
Knowledge Capture – Information Capture, Control, Compliance and Communication
Transforming Data into Content, building Knowledge, then enabling Actionable Intelligence
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© Integritie 2017
The O2 Telefonica Challenge
O2, part of the Telefonica Group, faced huge challenges in managing the expediential
growth and management of Social Media, customer letters, and email communications,
impacting the time required to reply to customers.
It was clear to O2 that automation of the call centre and a communication capture process was required.
The Knowledge Capture Solution
Leveraging KC Complaints Manager, O2 improved the customer service provided to their
millions of customers, and reduced service costs in the process.
Response time reduced from 5 to 2 days, increasing their ability to manage customer
correspondence by 100%.
Saved 100’s of hours per week in processing time via automated capture of inbound
communications, automatic case creation and use of workflows.
KC Complaints Manager used by over 7,500 O2 staff across 12+ locations
The Solution: O2 Telefonica Case Study
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© Integritie 2017
SMC4 Connector for FileNet – Sign Up Process
SMC4 is available as a free trial and within 5 minutes you can sign up and
connect social media to your existing IBM FileNet system.
Simply visit: smcapture.com/filenet-connector
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Pricing for SMC4 Connector to FileNet
Pricing is based on a per user per month basis.
SMC4 Lite = Free Trial Version:
- 2 user system
- Limited to 100 messages per day
SMC4 Premium = £50 per User Per Month:
- Load in up to 50 social media accounts for data capture
- Up to 10,000 messages per day
Integritie can also provide additional IBM FileNet or IBM Case Manager
licenses if required.
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© Integritie 2017
Unstructured Information capture
Complaints Cases Complaints WorkflowProcesses and Procedures
1
4
1
2
4 5
Knowledge Capture® – 6 Step Actionable Intelligence Platform
StructuredInformation Capture
Data Hub ComplaintsReporting & Dashboard
6
3 Knowledge Capture Data Hub
IBM Watson Analytics
IBM Case Manager
IBM i2 Analyst’s Notebook
IBM FileNet
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© Integritie 2017
Knowledge Capture – Central Data with Customised Skins
Reporting and Dash BoardsActionable Intelligence
Mobile ApplicationsCapturing Structured and Untructured Information
11 2 43
Knowledge Capture is a holistic information storage application, with different
secure ‘skins’ enabling different operational access and business use
Bespoke Application Skins• Accounts Payable• Human Resources• Anti-Counterfeit• Complaints• Claims
Capture Application “skins” Reporting Apps
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© Integritie 2017
KC Automatically Translates the Sentiment Analytics
Dictionary words are too basic to understand the sentiment of a complaint.
Leveraging our Knowledge Capture® content analytics application we automatically -
read, translate and prioritise the Sentiment of each complaint.
Knowledge Capture® automatically understands the sentiment of words and sentences,
such as ‘Treated’ related to a Complaint:
I have been treated badly by your employee
I've been taken into hospital and they've
treated me for appendicitis
I treated my kids to an ice cream
• Annoyed
• Awful
• Complaint
• Fed up
• Frustrated
• Rude
• Sick
• Terrible
• Treated
• Unhappy
Dictionary Words Knowledge Capture® automatically classifies and
decides if each communication is a complaint
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© Integritie 2017
Complaints Content Sentiment – Not Dictionary Words
Companies need solutions that can capture the ‘sentiment of a customers communication to classify and prioritize data.
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© Integritie 2017
KC – Content Sentiment Analysis - Not Dictionary Words
Companies need solutions that can capture the ‘sentiment of a customers communication to classify and prioritise data.
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© Integritie 2017
Medium Complaint Risk
High Complaint Risk
Low Complaint Risk
Knowledge Capture® Automatically defines the level of risk and priority
KC Automatically Prioritises the Sentiment Analytics
smcapture.com/filenet-connector
SMC4 Social Connector for FileNet:-
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© Integritie 2017
Classified as a Complaint and automatically sends to Case Manager for action
Knowledge Capture® Automatically transfers the complaint to the workflow queue
KC Automatically Routes to Workflow from Sentiment Analytics
Change
of Address
Mortgage Application
Deleteinappropriate
Content
Complaints
Open Account
Knowledge Capture automatically analysed and categorised in seconds
Sentiment of content is
automatically analysed and categorised
Communication content is analysed by KC using natural language processing
The Communication is flagged for the
appropriate Workflow Queue
Knowledge Capture
Automatically Receives
Communications
KC Automatically Releases into Appropriate Workflow
KC Analyses andTranslates
Communication
Account Query
FileNet /
KC Case Manager
Work queue
KC Content Analytics automatically reads each complaint and assigns each complaint to Case Manager
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© Integritie 2017
Knowledge Capture - Sales Opportunities
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Our Approach to
Complaints Management
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KC - Automated Capture and Classification
A message may contain
both positive and
negative words and
phrases.
The system recognises
and categorises all
sentiment within the
message and
determines the overall
sentiment of the
message – i.e.
Complaint - High
Upon receipt of the
customer post the System
automatically completes the
first 4 steps before an Agent
is assigned the case
All system actions
have been completed
within 1 second
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© Integritie 2017
KC – Case Assignment
Colour coding
graphically
shows the
status of the
case in terms
in process
SLA’s.
Work Queues
control the
allocation of cases
and the setting of
group based
security profiles
Cases can be
selected based
on a range of
user defined
parameters.
Out of the box client with the ability to quickly and easily customise and configure
All items of correspondence are automatically assigned to either departmental or process related Work Queues
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© Integritie 2017
KC – Real Time Reporting Dashboard
KC Qi provides real time management information dashboard reporting for
Complaints and ALL forms of correspondence handled by KC Case Manager
This provides unequalled process insights and early warnings of any
process bottlenecks and SLA failures
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© Integritie 2017
KC Complaints Management – The Solution
Sales
Complaints
New Accounts
Enquiries
Other…
KC Complaints Manager, leveraging SMC4, bridges the void between inbound
channels and back office staff delivering a wealth of business benefits…
Inbound Correspondence
SMS
clients
Customer Service/Back Office Staff
Dig
ital
Mailro
om
fo
r auto
matic c
orr
espondence
captu
re a
nd c
lassific
ation
� Automatic monitoring of
correspondence channels
� Automatic classification of
correspondence
� Automatic allocation of
correspondence to work
queues for staff processing
� Ability to define, monitor and
measure correspondence
specific SLA’s
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© Integritie 2017
KC Complaints Manager and SMC4 enables businesses to achieve ALL of
their correspondence and complaint management requirements,
and so much more…
Key Feature benefits:
� Save significant time through automation (capture, classify, process) – SMC4!!
� Ensure Brand Protection and have a competitive edge
� Improve customer service delivery, customer satisfaction, and customer retention
� Achieve regulatory compliance – avoiding significant fines for failures
Achieved through:
� Capture and automatic classification of ALL correspondence
� Case Manager system for management of ALL correspondence (Complaints, HR..)
� Input business and regulator SLA’s
� Rich MI and real time dashboard reporting – identify bottlenecks, SLA failures
� Procured on a Per User, Per Month fee – avoiding high up front costs
Key Solution Benefits
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© Integritie 2017
Next Steps
• Sign up for a FREE trial of SMC4 here:
www.smcapture.com/filenet-connector/
• To receive a complaints audit report, eMail details of your:-
1. Company
2. Main Social Media sites (Facebook, Twitter)
I will run a Complaints Audit Report for you to share with key
stakeholders in your business (see Vodafone example handout)
We will happily host you for a call and demonstration to further
explore KC Complaints Manager and your requirements with you.
E-mail: [email protected]
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© Integritie 2017
Question and Answers
Questions and Answers
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© Integritie 2017
Sam Clive
8.2.2017
IBM ECM User Day – 8th Feb 2017
Knowledge Capture®Anti-Counterfeit
Knowledge Capture – Information Capture, Control, Compliance and Communication
Transforming Data into Content, building Knowledge, then enabling Actionable Intelligence
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© Integritie 2017
Knowledge Capture – Underpinned by IBM
The Knowledge Capture Anti-Counterfeit cloud is powered by IBM software
components, meaning each sale utilises net new software licences with the
ability to expand the wider IBM Analytics and IBM Safer Planet software stacks
The Knowledge Capture Platform includes:
IBM Case Foundation (FileNet)
IBM Case Manager
IBM Watson Analytics (Natural Language Processing)
Functionality can be expanded to include:
IBM Datacap
IBM i2 Analyst’s Notebook
IBM i2 Analyze or EIA
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Knowledge Capture – Central Data with Customised Skins
Knowledge Capture® is a counterfeit information capture application and
Data Hub, powered by IBM Software, that enables Actionable Intelligence and
Intelligence Lead Forensic Investigations to ‘take the fight to organised crime’
Case Management and Workflow• Counterfeit Case Management• Take Down Processes • Anti-Counterfeit workflows• Historic Data Hub
Reporting and Dash BoardsActionable Intelligence
Capture Physical Seizuresvia the Mobile Applications
Capturing e-Retail OnlineCounterfeit Sales
11 22 4433
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Unstructured CounterfeitInformation capture
Counterfeit Cases Counterfeit WorkflowProcesses and Procedures
1
4
1
2
4 5
Knowledge Capture® – 6 Step Actionable Intelligence Platform
Structured CounterfeitInformation Capture
Data Hub CounterfeitReporting & Dashboard
6
3 Counterfeit Data Hub
IBM Watson Analytics
IBM Case Manager
IBM i2 Analyst’s Notebook
IBM FileNet
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Demo 1
Demo 1
Mobile Capture of Physical
Counterfeit Seizures
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Mobile Capture of Physical Counterfeit Seizures
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Demo 2
Demo 2
Counterfeit Case Management
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Counterfeit Case Manager and Workflow
Knowledge Capture automatically creates Counterfeit Cases on discovery of a online web counterfeit
sale or physical product sale. Once counterfeit products are identified investigators can update and
process the Counterfeit Case through to resolution utilising the Knowledge Capture workflows and
checklists based on business driven procedures. All documents then relating to each case ware be
stored in the central Knowledge Capture archive.
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Central Digital Counterfeit Case of Everything - Chain of Custody
KC creates an electronic legal
central file, consolidating all
documents related to a
investigation, storing all
communication regarding a
counterfeit case, such as social
media communications, emails,
photos, and other electronic
documents, providing a single
consolidated view of everything.
KC provides comprehensive regulative life cycle control and management of all electronic
files as well as social media communication, including the capture, storage and ‘Lock Down’
chain of custody of counterfeit investigations and criminal activity, ensuring investigations
are protected from tampering, change, deletion. Keeping all evidence safe to support Police
legal processes and actions.
Chain
Of Custody
unstructured employee documents & communications
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Demo 3
Demo 3
Anti-Counterfeit
Analytics and Reporting
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Counterfeit Capture – Dashboard Reporting
All case information about fraudulent goods can be displayed in our dashboard reports, where users are able
to drill into the data based on their own reporting requirements.
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Demo 4
Demo 4
Marketplace Data within IBM i2
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Capture Information from the Wider Web into i2
The SMC4 Social listener module can run queries against web sites to find mentions of products and
identify who is selling those goods.
Retail sites selling
counterfeited
goods
Capture of user review information
to identify counterfeited goods
SMC4 data is automatically available
within i2 via the SMC4 plugin
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Dashboard Holistic Heat Map Trends and Actionable Intelligence
• Uncover Holistic Hidden Patterns &
Trends v/s individual company limited
view of patterns and trends
• Leverage Multi-Dimensional Holistic
Views and filters of Counterfeit
trends, such as locations, products,
dates,
• Find Geospatial Trends Using KC
Capabilities
• Provide aggregated Security, with
driven data views, ensuring Individual
Company and Individual Privacy,
ensuring the right people and
companies have access to only what
they are authorized to see
Leveraging Data and information regarding
implicit or explicit association with a
counterfeit location
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© Integritie 2017
Demo 5
Demo 5
Social Media and IBM i2
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© Integritie 2017
Question and Answers
Questions and Answers
Thank you for attending, we will be around all day to
answer any questions you may have.
