WebCenter | Monday, October 24, 2011

Call Center Costs Cut 75% By Switching From Documentum To Oracle WebCenter

Find out more about Oracle's MoveOff Documentum program, and be sure to register for the webinar on Wednesday October 26th.

Our
blog post today comes from George Sokol, who runs Business Development for Fishbowl Solutions, and
has 20+ years in the content management industry...

Customers of Documentum will find much to admire and like
with regards to Oracle WebCenter Content. Documentum, like many systems with
roots in document management, has always been more about content creation
rather than content distribution and sharing. In contrast, WebCenter Content
was designed for both the distribution of content as well as the creation
processes used to develop content.

This is an important difference, as the information locked
in content can have value and implications for an organization for many years
to come after it has been created. Whether it’s a record of a transaction
such as an invoice, research data such as industry statistics, or product
feature information by version; the need to access what has been captured and
share that information has shown to be of critical importance. In fact, isn’t
that part of the whole explosion of the world-wide-web over the last twenty
years?

As one of the world’s first, if not the first, 100%
web-based content management systems, stemming from its days as Stellent, the
origins of today’s WebCenter Content have always been about the distribution
and consumption of information. This tenet is part of its very architecture.
Based upon a services oriented architecture, before it was even “SOA”,
WebCenter Content has proven time and again to be easy to implement, easy to
integrate, and even easier to use.

Documentum is an entirely different story. Steeped in its
earliest days of managing the creation of complex business documents, customers
have consistently complained about the difficulty of both deployment and
adoption. This is a key reason why when one hears of an “enterprise” deployment
of Documentum, all it typically means is an enterprise license with multiple
deployments installed across multiple departments - with little to no
interaction between the different sources of information.

With Oracle WebCenter Content, an accounting clerk who needs
to check on an invoice from with their financial application, a quality manager
looking to write and distribute a new quality procedure, a customer service
representative trying to locate a product manual, or a customer searching for
help on a company web site, can all be accessing information from the same
repository architecture. However, they would be able to do it from within their
preferred application, whether it’s from an ERP screen, WebCenter Content’s
out-of-the-box browser interface, or even from within the public facing
website.

As an example, a few years ago I worked on an opportunity to
displace Documentum at a large telecommunications company. This customer had
spent over a year in deployment and in excess of seven figures on a simple
portal integration to provide alerts, product information, and other company
news to their call center operators, and had nothing to show for it except a
clunky prototype. Finally frustrated, they decided to look at a solution based
upon Content Server, today the core of Oracle WebCenter Content. Within two
weeks, we had a working prototype. Within 9 weeks after that, the production
server was deployed and integrated with their portal, content was being served
to over 13,000 call center operators in two languages, and here’s the best part – a 75% reduction in
costs due to their ability to provide a timely first call response! While
not every customer will see this type of rapid deployment, this story is not
atypical.

Our experience has shown that choosing Oracle WebCenter over
Documentum can result in lower costs, easier deployments, far less frustration,
and far happier end users.

Fishbowl
Solutions
is an Oracle WebCenter Specialized partner and has over 10 years
experience designing, implementing and supporting enterprise content management
and portal systems to customers throughout North America and EMEA.  This
includes delivering value-add software components for Oracle WebCenter Content
and Portal that help organizations realize additional functionality so that
they can maximize their overall investment.

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