Inbound Mail Processing - Technology Innovation Brochure by ISIS Papyrus Software
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The document discusses the capabilities of Isis Papyrus in handling inbound mail processing, offering features such as intelligent classification, automated distribution, and data enrichment across various communication channels. It highlights integration with systems like SharePoint and CMIS, along with self-learning classification processes to improve document handling accuracy and efficiency. Key benefits include reduced processing time, error reduction, and the ability to handle various document types seamlessly.
Inbound Mail Processing - Technology Innovation Brochure by ISIS Papyrus Software
- 1. < I N B O U N D > Inbound Mail Processing ISIS Papyrus enables your mail to flow INSIDE The Papyrus Blueprint - One Platform for: Intelligent classification and automated distribution Efficient data enrichment of all documents Processing all incoming communication channels A complete solution for agile Case Management Case Study Sanitas, City of Vienna, GIS, A1 Telekom KEY ADVANTAGES Reduced throughput time Less acquisition effort Information available earlier Channel independence Common view of customer Integration with SharePoint CMIS Adapter for FileNet, EMC, Alfresco, etc.
- 2. POSTOF FICE US PO S TA FIRST One Company – Many Inbound Channels Customer Communication and Business Documents arrive in multiple ways in an enterprise. For organizations that want to operate with fewer systems, it makes sense to standardize on a common platform for acquisition across all inbound channels with the same intelligent“document understanding”, whether a client’s message arrives as a Tweet or a printed letter. Server Classify OCR/ICR Server FixForm OCR/ICR Server FreeForm® OCR/ICR WebRepository SCAN/ MFP Mobile FAX E-MAIL Notification E-Mail, SMS Papyrus ACM, Response Management CRM, ERP, Database, SharePoint WEB TWEET CMIS Administrator Developer Papyrus Designer/Capture Papyrus Client/Desktop Manual Verification Papyrus Client/Capture Loosely coupled integration with back-end systems A broad variety of Papyrus Adapters (file, XML, SOAP, MQSeries, HTTPs) and the TypeManager DB (Oracle, MS SQL, DB2) con- nect the document capture system with vital business applica- tion data from almost any major legacy or mainstream system or application. These platform- and compiler-independent interfaces drastically reduce the amount of time and effort required for interfacing especially for validation purposes. Full support of CMIS allows connecting with SharePoint and all leading document archives like FileNet and Documentum without additional programming. One set of definitions and resources There are enormous benefits in using common document def- initions and standardized corporate datafield structures and rules on one proven recognition engine (Papyrus Designer Package/Capture) for both high-volume batch processing and single document ad-hoc scanning (for client/server, desktop or Web portal). Papyrus avoids dependencies on hardware, operating system, programming languages, transformation languages, data input formats, scanners, printers or electronic input channels. Key Features of the Papyrus Platform: Central resource collection and management Versioning of all objects including data Variant control for branding and languages Central user management by role and policy Change management and automated deployment by date and time Centrally managed GUI (Papyrus EYE/Widgets) Workflow and process management (4-eyes principle)
- 3. Studies have found that up to 75% of all documents received and manually keyed into a data collection system contain some type of error. However, the ISIS Papyrus Capture solution automates document processing with speed and accuracy, regardless of the input method. Papyrus Capture can meet all of your corporate inbound document requirements without the need for complex programming. Incoming mail/scanning Case documents are often received as paper documents which Papyrus Capture then transforms into business-critical information by scanning, digitally signing and encrypting the data. Visual quality control, batch image optimization and auto- mated indexing technologies such as barcode and/or OCR with zonal recognition are all part of the Papyrus solution. Incoming faxes Papyrus Fax Server set-ups in remote offices enable fax docu- ments to be received and indexed directly at the source and then shared as appropriate throughout the organization based upon roles and privileges. Incoming e-mails For e-mails, neural network functionality is used to compare similarities and differences with incoming e-mails and those stored in the domain knowledge base that’s built up by examples. Words and phrases in the body text are also used to classify an e-mail, not just those in the subject line. Web response Papyrus software also allows for aWeb application for custom- ers to fill out HTML response forms. These are captured with the Papyrus HTTPs Adapter and processed accordingly. SOAP application message A SOAP message can be used to communicate information from a 3rd-party application server, JAVA application, Web portal or any other Web services-enabled system. Gains achieved Transparency of collecting documents electronically, whether via document scanner, MFP (multifunction printer), cheque or network scanner Uniform operation with TWAIN driver, PixTools/ISIS and Papyrus low-level driver Extra features like imprinting, dual stream images and soft dropout color SE ONLY AL S ER V ICE CLASS ACQUISITION CLASSIFICATION determine document type INDEX AND DATA EXTRACTION AUTOMATIC VALIDATION with data look up CATEGORIZER document distribution DEPARTMENT“A” VERIFY INBOX DEPARTMENT“B” INBOX DEPARTMENT“C” INBOX DEPARTMENT“D” INBOX DEPARTMENT“E” INBOX SCAN/ MFP Mobile FAX E-MAIL WEB Incoming Mail workflow Receive Mail Capture Workflow Customer case documents via Mail Fax E-mail Web SOAP Multifunction printer Smartphone/tablet
- 4. Recognition of all inbound communication With the variety of documents arriving daily, the need to quickly process and forward them to the right department is paramount. Therefore, the development and operation of a capture system must be independent of document types, input hardware and operating system. But to achieve this result, large banks, insurance companies, government orga- nizations and industry and service corporations all require fast customization, elimination of programming effort and operating system and scanner independence - all inherent in the Papyrus Inbound concept. Self-learning classification process The Papyrus Capture classification methodology is indepen- dent of document type because the categorizer is typically trained through the use of examples. From this input the clas- sification process learns specific similarities and distinctive differences. Self-learning technology ensures that all types of documents can be classified based on properties, keywords and rules, including: Layout 88 Logo Keyword 88 Text 88 Barcode Statistical text For documents that cannot be classified correctly, constant fine-tuning is possible while Papyrus Capture runs in real time. This ensures continuous optimization of Papyrus Classify and enables flexible adjustment of the rules based on changes in the received documents that have to be processed. Intelligent extraction process Based on advanced OCR/ICR - a combination of ISIS’ own development and a market leader engine - printed and hand- written documents can be analyzed and data fields of inter- est automatically extracted regardless of whether or not the position on the page is known. Immediate fuzzy logic-based matching uses calculations to assess the probability of the contents of a predefined data field for dramatically improved results. Papyrus FixForm uses four OCR/ICR engines with advanced image preprocessing for improved document recognition. It provides indexing and processing of data extracted from known forms on predefined document positions. Manifold parameterization and post-processing text filter functions enable best possible recognition automation. Papyrus FreeForm® automatically recognizes scanned but unsorted business documents of unknown structure and layout. The system also analyzes unstructured or poorly structured documents with great reliability and is capable of processing any kind of business case document, such as correspondence, invoices, copied forms, job applications and many more. Automation by Recognition: Extract/Index Categorize Index .........first_name........... ...........last_name........... ...customer_number... ................date.................. ..............address.............. ..................city.................. ..................zip................... Powerful peer-to-peer capabilities for enhanced productivity With Papyrus, capture applications have the potential to be fully scalable to tens of thou- sands of documents with hundreds of users on computers or mobile devices sharing incoming information, data or documents. The implement- ed security model in Papyrus prevents misuse of such a powerful open system. Deployment based on change management to all users and devices is fully automated by the Papyrus System and occurs as needed. Full Scalability - Fault Tolerance - Operating System Independence TCP/IP PDF, TIFF, JPG, BMP Developer Papyrus Designer Suite Papyrus Recognition Server Application Request Papyrus WebRepository and Library Papyrus Scan Client Papyrus WebArchive Business Users Papyrus Client Papyrus Desktop Papyrus WebPortal Mobile / iPad Business Administrator Papyrus Desktop Papyrus Client
- 5. Exception handling In the uncommon event that automatic classification is unsuc- cessful, the document is routed for manual classification and displayed automatically for visual categorization. Self- learning technology ensures that all types of documents can be classified correctly. Data entry staff given ”Correction and Verification”duties deal only with rejected character reads or those failing the plausi- bility checks. Ensuring maximum data integrity, the validation data and contextual information used for plausibility checks are retained within SQL. When a document cannot be corrected or verified immedi- ately, and a specialist or customer care representative needs to respond, then the document is placed into a suspended state and forwarded to an exception item workstation or to a manual process for ongoing handling. Papyrus Client/Capture is the browser-based or fat client end-user interface for all interactions for the completion, cor- rection and classification of inbound documents - along with full GUI functionality for displaying documents and manual validation. Other features include: Uniform handling of scans, faxes and e-mails Context-aware, editable fields for data entry Interactive verification of recognized data Image display of snippets or whole pages Freely defined message text and user hints Customized“Document Workplace”for extended manual input processing such as sequence or exchange of pages Benefits Four ways to access - ONE definition Seamless display of all processed inbound document types Ergonomic, flexible screen designs – Papyrus EYE/Widget Customizable without programming Highlights Modern look but operating system-independent Same definition for Web, mobile and desktop Extremely flexible and user definable GUI definition without programming: 88 NO extra GUI designer tools required 88 NO HTML knowledge required 88 NO process code in the layout 88 NO XML/XSL/XSLT description required Clear distinction between layout and content Viewing of TIFF, multipage TIFF, AFP, JPG and PDF Freely customizable arrangement of document list, data and images Highlighting of rejected/suspicious characters Tree thumbnail lists of documents to allow quick overview Online validation with selection list for values allowed Papyrus SharePoint Adapter Papyrus offers several options to integrate inbound automa- tion into established Web content and document manage- ment systems like SharePoint, FileNet, EMC or Alfresco - all connected via the OASIS CMIS standard. Optimize withValidate Verify Manual Classification Verify: Manual Data Completion Database Lookup Support for Completion Papyrus integration with MS SharePoint
- 6. Comprehensive Capture ... ... incoming e-mails E-mails are commonly used by customers and accepted as documents of relevance - the content must be processed quickly and reliably, to provide the prompt answer or reaction that clients typically expect. This is possible only with the help of automation tools and recognition support functionalities to: classify the type of e-mail arriving precisely extract relevant indexes and information recognize data independent of both the format of deliv- ery and file attachments as well as the unstructured text composition Papyrus Adapter/E-mail offers all degrees of connectivity and integration for POP3 (and SMTP) up to MAPI (for Exchange) and IMAP (for Lotus). ... incoming faxes Although the importance of faxes has declined, hundreds of thousands of documents are still faxed every day: from a Telco’s agent’s shop with contract initializations from the growing number of home-based MFPs wherever the consumer’s signature is essential and distrib- uted infrastructure is not yet equipped with scanners Faxes can be directly received by Papyrus Fax Adapter/ Receiver or imported in the standard CCITT format. They often arrive as a piled sequence of pages which needs to be grouped to various single documents as well as “cleaned up” due to lower image quality typical from skew, dirt noise and diminution. This requires that the fax receiving application offers: advanced image preprocessing to improve document quality easy-to-use“document workplace”functionality to rear- range pages, split documents and categorize quickly GIS Gebuehren Info Service (Austria Broadcast ORF) For all Austrian broadcasting reception equipment (TV or radio), Gebühren Info Services GmbH (GIS) manages all customer advice and communication. GIS has used Papyrus Capture technology to process thousands of incoming paper forms a day, scanning with Kodak Scanners controlled by Papyrus Scan Client and extracting all neces- sary data by recognizing printed and even handwritten characters for data such as new address or bank account number information. Because GIS customers use e-mail more frequently, han- dling the increasing number of e-mails to a general address such as info@gis.at has caused more manual routing and a significant misdirection rate. Based on Papyrus Objects consolidated Capture function- ality, a powerful automation solution was implemented to totally integrate with the existing Microsoft Exchange Mail system. An intelligent workflow grips incoming e-mails and faxes via the Papyrus MAPI Adapter. The core Capture function - the classification step to deter- mine document type - has a variety of cascadable methods used by GIS’ Business Administrators, which are applied both in attachments and in the body (text) of the e-mails. A1 Telekom Austria A1 Telekom Austria is Austria’s leading provider of tele- communication services, encompassing 5 million mobile customers and 2.3 million fixed access lines. It is part of Telekom Austria Group – a leading Telekom provider in the CEE region with more than 16,500 employees in 8 coun- tries and revenues of approx EUR 5 billion. The content of more than 10,000 letter and fax documents daily, including returns of marketing campaigns and often coming in from a variety of shops and agents, needed to be distributed quickly and reliably to the appropriate depart- ments within the organization for ongoing processing. This demanded a well integrated solution capable of high levels of automation, accurate distribution of documents, and the rapid introduction of new document types. The Fax Document Workplace, based on Papyrus Client/ Capture, was designed after the customer’s special require- ments to include not only standard classification function- alities, but also resorting pages (manually or automated by the Papyrus Capture Document Factory), and storing mis-sorted pages temporarily in an“image pool”. GIS Gebuehren Info Service (Austria Broadcast ORF) A1 Telekom Austria
- 7. ... for a Multichannel World ... multiple OMR OMR zones (Optical Mark Recognition) can be found on many types of documents: customer forms, questionnaires, lottery tickets or government election sheets. Professional OMR extraction tools like Papyrus Capture provides the ability to easily define: single and grouped mark fields thresholds for empty, reject and filled handling of anchors for best adjustment rules for allowed and forbidden checkmark combinations The most important challenge is maximum precision - to rec- ognize a checkmark and the position where it belongs, and not to misinterpret dirt as a tick! ... mobile scans Smartphones and tablets are flooding our everyday lives – and we may use the integrated camera not only for leisure snapshots, but also to capture business documents to further process them electronically, such as: proof of citizenship when applying for a bank account damage report for insurance claims meter or payment form for reports and transactions The innovative Papyrus EYE/Widget technology enables mobile integration and direct user control similar to desktop scanners: special image preprocessing including straightening and brightness adjustment intelligent binarization and image volume compression ergonomic user interface to control image quality and recognition results online Raiffeisen Austria: Payment Form Capture Solution The Raiffeisen Banking Group is the largest banking group in Austria, with 535 independent local cooperative banks and1689 branches - more than 40% of Austrians are Raiffeisen customers.To make life easier, Raiffeisen decided to implement leading-edge technology for an advanced mobile scan application to conveniently capture and pro- cess payments via the iPhone. Using Papyrus Capture, Raiffeisen and ISIS Papyrus devel- oped a business application and iPhone app with a unique payment slip scan function that simplifies the correct cap- ture of the complete data in the form. Users select ‘payment scanning’ and take a photo of the whole payment slip with the iPhone. After verification and possible correction of the captured data, these items can be processed immediately or later. The subsequent payment transfer is handled either by the Raiffeisen ELBA - mobile or ELBA-Internet banking. Cantone Ticino / KEBA Automation The elections of the various Councils of Swiss canton Ticino take place every 2 years and involve processing some 150,000 ballots in A3 format, with up to 600 mark positions - in a few hours. In 2007 the innovative Cantone IT department moved from elaborate manual ballot count- ing to 10 Kodak production scanners and Papyrus Capture Software to successfully collect and analyze these volumes. The result of the distribution of seats was published before the time permitted. Precision was manually checked sev- eral times comparing ballot papers and data in the system, to find no errors! KEBA, based in Linz, Austria, is a world-wide provider in the fields of industry, bank and service automation. The smart terminal “KEWIN” supplies entry-level models through fast multimedia lottery terminals. The modular approach of KEBA consoles makes them suitable for many applications, including interactive ticket validation and lot- tery ticket scan stations. To handle diversity in the quality of lottery ticket entries, such as faded or incomplete marks, Papyrus Capture was selected as the underlying recogni- tion technology. Customers of KEBA include: Österreichische Lotterien GmbH Spanish Lottery STL (10.000+ units) Russian Lottery Raiffeisen Austria: Payment Form Capture Solution Cantone Ticino / KEBA Automation Task-driven approach (ACM with EYE Widget)
- 8. WebArchive - Electronic Originals Short-term and long-term archiving Multiple WebArchive servers per- form the long-term and short-term archiving onto the media of your choice. Storage management attri- butes for each object ensure that it is automatically archived as soon as it reaches the appropriate state. There are no archive runs or conversions necessary and if the process requires proof of originality and authenticity, the archived items can be digitally signed at any point in the process. A WebArchive can consist of any number of servers and can use either its own index or an external DB index. BLOBS can be stored natively on disk where they can then be subse- quently stored and retrieved from/to a third-party archive, or some exter- nal database. Furthermore, Papyrus WebArchive is not dependent on any particular hardware. E-document delivery and customer care Web access One or more WebPortal servers can be deployed to supply the Papyrus EYE user interface or, alternatively, each user can work on their own node using a PC. Dynamically created from definitions in the repository and not through the coding of a GUI, the Papyrus WebPortal can automatically create global modifications of the presentation through changes to the metadata in the repository. Document viewing options are PDF, AFP, GIF, TIF. Full integration with Output Management All documents can be reprinted, faxed or e-mailed. ‘Copy’ or ‘duplicate’ information is automatically added by the system at the time of print. Authorization, Security and Auditing Access rights by user and role LDAP Adapter Audit trail Document SSL encryption (AFP and PDF) Digital signature (PKI Public Key Infrastructure) Secure HTTPS Adapter Papyrus WebRepository integration Manage versions and resources (fonts, logos, etc.) Make resources available on various platforms Manage application definitions and their versions Distributed database (archive nodes) Multiple point of access (several portals) WebArchive Features View meta information on the page (stickers) Full integration with production workflow and case management Central archive folders for ALL document types and e-mails Third-party vendor database not required, but supported Cross-platform distributed storage Long-term archive with external storage systems (i.e. Tivoli or Centera) Unlimited storage space provided by distributed archive nodes, overcoming hardware limitations 88 Unlimited archive size 88 Unlimited amount of nodes ( 4 Billion!) 88 Unlimited amount of objects ( 4 Billion per node) 88 Unlimited disk space Papyrus WebArchive short-term storage (PKI digital signature) Papyrus WebArchive long-term storage Internet or local network Local Portal proxy (*) direct access E-mail Adapters HTML E-mail Extraction Papyrus Capture SCAN FAX Classify Recognition Extraction Verify Papyrus DocEXEC Server Application Data DocEXEC Document Formatting
- 9. Case Management is about receiving information, getting the right information to the right people and having the right processes in place to enable people to act at the right time in order to respond appropriately. This requires a busi- ness communication platform that offers closed-loop Case Management for the consolidation of inbound and outbound business communications on a single flexible platform. The business process created through simple assembly of user-definable items in a case folder enables a holistic view of a case while also providing built-in support for the process time line. The Papyrus Process and Content Platform integrates Case Management with ECM, BPM, databases, time travel (past and future) and a rule engine for case definitions. The central WebRepository in the system defines, controls and version manages the metadata for all business cases containing data, documents, questions, rules and previous activities. Relieving the business from traditional programming in languages such as Java and .NET, the benefits are substantial because agile processes make for a business that is much more in control. Any item combination State changes Case summary states Consolidates all documents Documents created from case data Time travel (roll out roll back) Papyrus for Content and Case Consolidation WebArchive Papyrus WebRepository Invoice StatementLegal CopyService Record e-m ails exter naldata fax es user activitie s phon ecalls ques tions mess ages What is the right action to take? Current Status and past actions? accounting sales service auditor CaseManagement A simlpe Case Container hol dsallprocessassets. StateandEventDrivenM odel Case family father mother child docs rule question rule BENEFIT Tree-ViewwithdependentRules Event mechanism Interview questions Add items at any time Papyrus - State- and event-driven model A flexible solution A free-form case container holds all case items and their state providing flexibility and control at the same time. Changing an existing case means only adding another item to the case on the fly. Ideally, the summary state of the case does not have to be encoded into rules but rather can be trained! Benefits All information items are modeled in the Papyrus WebRepository Unique closed-loop case management (inbound/processing/outbound) Enables a holistic view of a case, family or household Built-in support for the process timeline The case contains data, documents, rules, questions, decisions and previ- ous activities Rules are attached to the correct data element and applied only in the case Deploying Java or .NET programs to servers or PCs is not required
- 10. Capturing City Business Papyrus FreeForm® Papyrus FreeForm® technology extracts the key data of each invoice, or - using adaptive document understanding func- tions and precise recognition - automatically captures every single service item position, plus additional service-related information. Functionalities For extraction of datafields on invoice types the system has never seen before, logical definition libraries are initially avail- able from ISIS Papyrus (definition set for invoices), comprising the necessary parameters (pattern, anchor words, conditions). Additionally, the expressions and descriptors required for vendor-specific definitions can be generated by training from samples of each document type (document class) using a “learn by example”approach. Each position is found automatically and then validated and transformed for consistency with the information held in a master database. This normalization of notational vari- ance and uncertainties created within the text recognition is achieved using“fuzzy-logic”matching technology. Magistrat 6 – City of Vienna As part of activities to centralize Accounts Payable pro- cesses and run them more efficiently, the City of Vienna searched for a highly productive document capture system with the option to use it in future not only for invoices, but for all incoming mail. The first phase of the project require- ments were: 1.5 million invoices with 5 million pages per year, with heavy peak in December and January Many tens of thousands of suppliers Identification of one among many receiving depart- ments (mixed terminology) Integration with SAP both for validation (e.g. open orders) and export (iDOC) Storage of all invoices in municipal’s PAM-Archive After a profound selection process the City of Vienna selected the ISIS Papyrus Capture application. Based on detailed requirement specifications the standard Capture Framework was adapted, and the solution went to produc- tion in 2010. Since then more and more departments of the municipal have switched to this cost-saving inbound processing operation. Magistrat 6 – City of Vienna Papyrus Capture Verification User Interface
- 11. Extracting Every Detail Production Process Image and data capture Incoming invoices can be scanned in both sorted and unsort- ed batches using high-performance document scanners like Kodak, Fujitsu or Microform. Images of the documents are transferred automatically within the system for classification into document type (invoice, credit note) and extraction of their contents of interest. A sophisticated validation process, which can be defined both with Papyrus NLR (natural language rules) – e.g. “if total amount more than EUR 10,000, four-eyes verification is man- datory”– or by Papyrus technical scripting language PQL, has the important duty to control the quality of the results. Verification, correction export Staff within the verification group deal only with the excep- tion documents, e.g. uncertainties raised during the recogni- tion process or non-compliance to the business rules. The details provided by Papyrus Capture with FreeForm® allow for consistent and objective revision of the positions on the submitted documents. Totally integrated into the powerful Papyrus Architecture, knowledge workers can use all aspects of Adaptive Case Management to trigger the best possible processing, supported by stickers, ad-hoc-targets, etc. Sanitas Health Insurance The Requirements Insurance company Sanitas is dealing with peaks of up to 30,000 invoices daily from physicians and laboratories. The requirement was to extract relevant invoice informa- tion from the insurance customers’ reimbursement claims, including insured person and dates of treatment. Clearly, a powerful capture tool was required to provide responsive service to customers. However, besides introduction of standard TARMED format, many different invoice formats from suppliers made the content search a significant chal- lenge that could not be met by a conventional“bottom-up, template-driven”approach. The Solution - Papyrus FreeForm® for Invoices From previous experience, Sanitas selected the solution based upon the benchmark of a pilot project. Papyrus Capture clearly won the benchmark through its high flexibility, easy training and excellent recognition results. Papyrus FreeForm® technology accurately extracted the key data of each invoice, such as insured person, date of treatment and amounts involved. The Papyrus Capture solution generated savings immedi- ately, and the costs of the document capture system were recovered within only a few months, especially due to easy revision of positions. The Sanitas Group consists of five stock corporations, offering basic insurance services through the corporations ‘Sanitas’, ‘Wincare’ and ‘Compact’ and additional comple- mentary insurance services through ‘Sanitas’ and ‘Wincare’. Insuring more than 800,000 people for a policy volume of more than CHF2.3 billion (Swiss francs), Sanitas is one of Switzerland’s largest health insurance corporations. Sanitas Health Insurance Complex Sample Document: landscape, 2 columns with 2 column styles
- 12. T h e Papy r u s Plat f o r m f o r B u sin e s s Co mmunic at io n an d Pro ce s s i s mu c h m o r e t han a co lle c t i o n of s of t w ar e co mp o n ent s . I t s arc hi te c t u r e f o llow s a t h o u g h t f u ll y d e s i g n e d b lu e p r in t t ha t p r ov i d e s s o lu t i o n s to in d i v i du al c u s to m e r p r o b le m s a s we ll a s lo n g - te r m co n ce p t s f o r t h e n a t u r al in te g r a t i o n of n e w te c hn o lo g i e s in to yo u r e nv ir o nm e nt . T h e s e Papy r u s co mp o n e n t s c an b e u s e d a s s t an d alo n e p r o du c t s o r co m b in e d in an in te g r a te d s y s te m to cove r t h e co mp le te li f e c yc le of in b o u n d an d o u t b o u n d co r r e s p o n d e n ce in c lu d in g p r o ce s s m an a g e m e n t . ISIS Locations International Headquarters, Austria ISIS Papyrus Europe AG Alter Wienerweg 12 A-2344 Maria Enzersdorf T: +43-2236-27551-0 F: +43-2236-21081 E-mail: info@isis-papyrus.com US Headquarters ISIS Papyrus America, Inc. 301 Bank St. Southlake, TX 76092 T: 817-416-2345 Asia-Pacific Headquarters ISIS Papyrus Asia Pacific Ltd 9 Temasek Blvd. #15-03 Suntec City Tower 2 Singapore 038989 T: +65-6339-8719 England ISIS Papyrus UK Ltd. Watership Barn Kingsclere Business Park Union Lane, Kingsclere Hants, RG20 4SW T: +44-1635-299849 Germany ISIS Papyrus Deutschland GmbH Heerdter Lohweg 81 40549 Düsseldorf T: +43-2236-27551-0 The Netherlands ISIS Papyrus Netherlands B.V. WTC World Trade Center Zuidplein 36 1077 XV Amsterdam T: +31-20-799-7716 Italy ISIS Papyrus Italy Srl via Monte Navale 11 10015 Ivrea (TO) T: +39-0125-6455-00 France ISIS Papyrus France SARL 21, Rue Vernet 75008 Paris T: +33-1-47-20-08-99 Spain ISIS Thot SL. Sainz de la Calleja, 14 28023 Madrid T: +34-91-307-78-41 Nordics ISIS Papyrus Nordics ApS Science Park Scion DTU Diplomvej 381 2800 Lyngby, Denmark T: +45-8827-6170 www.isis-papyrus.com Customer Responses Fully automated response Supervisor sign-off Manual response with automated task routing Automated response with user intervention Classify Rules Content Extraction • Print • Fax • E-mail • Archive • Mail • Fax • E-mail • Web • SOAP A co mp reh en si ve, f le x ib le an d s c alab le s o lu t io n f o r co n s o li d a te d m an a g e m e n t of in b o u n d an d o u t b o u n d c u s to m e r co m - mu ni c at i o n s a c r o s s c h ann e ls, d e p ar t m e n t s an d s y s te m s . O r g ani z a t i o n s c an d e f in e, m ea su re, an d mana g e p r o ce s s, co n te nt an d d a t a in co mp le x s e r v i ce e nv ir o nm e n t s w i t h a s har e d c u s to m e r v i e w an d c u s to mi ze d GU I s . Distributed Nodes with Enterprise Service Bus Business Repository Metadata, Process, Content, GUI, Rules Portal BPM processes e-mail fax letter SMS print Web Outbound Content e-mail fax letter SMS scan Web Inbound Content CRM processes Security, Monitoring, Auditing, Reporting BUSINESS DATA ENTITIES SOA and other adapters ECM processes Partners Sales Service Accounting Management Customers Administration Operations CRM ECM ERP SOA MQ BI LDAPSECURITY Papyrus Adaptive Process Platform