1. <INBOUND>
Inbound
Mail Processing
Intelligent Classification and Automated Distribution
ISIS Papyrus enables your incoming mail to flow:
 Automates the data enrichment of all documents
 Reduces throughput times and acquisition effort
 Provides relevant information earlier and more completely
 Preserve in a secure WebArchive and retrieved quickly
 A Complete solution for efficient Capture and agile Case Management

2. Receive Mail & E USE ON
C
FI L
OF
Y
Capture workflow
PO S T
S
A
CL
T
S
FIR
Customer Case documents are received Pby A L
V
R
OS SE
T
 Mail  Fax  E-mail  Web  SOAP
Studies have found that up to 75% of all documents received SCAN
FAX E-MAIL WEB
and manually keyed into a data collection system contain
some type of error. However, the ISIS Papyrus Capture solu-
tion automates document processing with speed and accu- ACQUISITION
racy, regardless of the input method. Papyrus Capture can
meet all of your corporate inbound document requirements
CLASSIFICATION
without the need for complex programming. determine document type
AUTOMATIC
Incoming Mail/Scanning
INDEX AND DATA EXTRACTION
Case documents are often received as paper documents
which Papyrus Capture then transforms into business critical
information. They are scanned, digitally signed and encrypted
VALIDATION
to secure the data.
with data look up
Visual quality control, batch image optimization, and auto-
VERIFY
mated indexing technologies such as barcode and/or OCR
with zonal recognition are all part of the Papyrus solution.
CATEGORIZER
document distribution
Incoming Faxes
Papyrus Fax Server set ups in remote offices enable fax docu-
INBOX INBOX INBOX INBOX INBOX
ments to be scanned and indexed directly at the source then DEPARTMENT “A” DEPARTMENT “B” DEPARTMENT “C” DEPARTMENT “D” DEPARTMENT “E”
shared as appropriate throughout the organization based
Incoming Mail workflow
upon roles and privileges.
Incoming E-mails
Gains achieved
For e-mails, neural network functionality is used to compare
Transparency of collecting documents electronically, no
similarities and differences with incoming e-mails and those
matter whether document scanner, MFPs, cheque or net-
stored in the domain knowledge-base that’s built up by
work , scanner
examples. Words and phrases are used to classify an e-mail,
Uniform operating with TWAIN driver, Pixtrans/ISIS and
and not just those in the subject line. This is approximately 10
times quicker then OCR recognition. Papyrus low level driver
Using many extra features like imprinting, dual stream im-
Web Response ages and soft dropout color
Papyrus software also allows for a Web application where cus-
tomers fill out HTML response forms. These are captured with
the Papyrus HTTP Adapter and processed accordingly.
SOAP Application Message
A SOAP message can be used to communicate informa-
tion from a 3rd party application server, JAVA application,
Web Portal or any other WebServices enabled system. The
extracted information can be compared to existing databases
Network scanner
to ensure accuracy. Duplex cheque scanner

3. Automation by Recognition:
Extract/Index Categorize
S
E
IC
Recognition of all inbound Communication
Benefits achieved
With the variety of documents that arrive daily at a com- Significant reduction of manual data entry
pany the need to quickly process and forward them to the
Higher data quality
right department is paramount. Therefore, the development
Reliable and reproducible results
and operation of a capture system must be independent of
document types, input hardware and operating system. But Language independent processing
in order to achieve the afore mentioned result, large banks,
insurance companies, government organizations, industry
and service corporations all require fast development, elimi- Intelligent Extraction Process
nation of programming effort and operating system and
scanner independence; all of this is inherent in the Papyrus Based on advanced OCR/ICR (a combination of ISIS’ own
Inbound Concept. development and a market leader engine), printed and hand-
written documents can be analyzed and data fields of interest
automatically extracted irrespective of whether the position
Scanned Fax E-mail
on the page is known or not. Immediate Fuzzy-logic based
Mail/Paper
matching uses calculations to assess the probability of the
contents of a predefined data field for dramatically improved
? results.
Iconic
Papyrus Classify Designer
OCR
image detection
partial
geometric features
Papyrus FixForm uses four OCR/ICR engines with advanced
teach by example
? image preprocessing for improved document recognition.
Keyword OCR
full
predefined or
It provides indexing and processing of data extracted from
page
learned by example
known forms on predefined document positions. Manifold
? parameterization and post processing text filter functions
Textual
manual
Content
enable best possible recognition automation.
phrase detection
Class
Class
Class
Class
Class
Class
Class
Class
Class
... ... ...
Index
.........first_name...........
Structured Semi-Structured Unstructured
...........last_name...........
...customer_number...
Self-learning Classification Process ................date..................
..............address..............
..................city..................
The Papyrus Capture classification methodology is indepen-
..................zip...................
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
Papyrus FreeForm® automatically recognizes scanned but
documents can be classified based on properties, keywords
unsorted business documents of unknown structure and
and rules.
layout. The system also recognizes unstructured or poorly
structured documents with great reliability and is capable
As for the documents that could not be classified correctly,
of processing any kind of business case document, such as
constant fine-tuning is possible whilst Papyrus Capture runs
correspondence, invoices, copied forms, job applications, and
in real time. This ensures continuous optimization of Papyrus
many more.
Classify and enables flexible adjustment of the rules based
on the changes in the received documents that have to be
processed.

4. Optimize by Validate Verify
Data masks for accessing all administrator and even design-
Exception handling
er functions.
Customized “Document Workplace” that can handle ex-
In the uncommon event that automatic classification is not
successful the document is routed for manual classification tended requirements for manual input processing such as
and is displayed automatically for visual classification. The rearranging the sequence of sheets or exchanging pages
document is then flagged and can be routed to a supervisor’s within documents.
inbox for further verification. Self-learning technology ensures
that all types of documents can be classified. Highlights
Modern look graphical conglomerate of VISTA/Mac-X but
operating system independent
Same definition for Web and Desktop
Extremely flexible and user definable
GUI definition without Programming:
8 NO extra GUI Designer tools required
8 NO HTML and PPL knowledge required
8 NO Java Programming
8 NO Process code in the Layout
8 NO XML/XSL/XSLT description required
CLEAR distinction between LAYOUT and CONTENT
Handling of TIFF, multipage TIFF, AFP, JPG and PDF …
Manual
Freely customizable arrangement of document list, data
Classification
and images
Color highlighting of important regions rejected/suspicious
characters
Verify: Manual Data Completion
Tree Thumbnail lists of documents to allow quick overview
On-line validation with selection list for values allowed
Data entry staff that are given ”Correction and Verification”
duties need only to deal with rejected character reads or
those failing the plausibility checks. Ensuring maximum data
integrity, the validation data and contextual information used
for plausibility checks are retained within SQL-databases (e.g.
DB2, Oracle, SQL Server, etc.).
Should a situation arise where the document cannot be cor-
rected or verified immediately, such as what might occur if
a 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 on-
going processing.
Papyrus Client/Capture is the browser-based or thick client
end-user interface for all user interactions within a inbound
mail capture system. It enables the completion, correction
Database Lookup Support for Completion
and classification of inbound documents along with full GUI
functionality for the displaying of documents and manual
validation. Other features include:
Benefits
THREE ways to access: Portal–Browser, Terminal Server,
Uniform handling of scans, faxes and e-mails
Desktop – with ONE definition
Context aware editable fields for data entry
Seamless display all types of processed inbound documents
Interactive verification of recognized data
Ergonomic flexible screen designs – Papyrus Eye
Image display of snippets or whole pages
Customizable without the need for programming
Free message text and user hints

5. Case Study: In their own words...
“Having learned to use the new tool and
Telecom successfully integrated the capture system
into our existing systems we obtained a high
level of transparency, which not only achieved
new processing targets but also improved our
customer’s perception and, hence, improved
acceptance of our products.”
The Customer
The Telekom Austria group is
Klaus Ambros
Austria’s leading provider of
telecommunication services in Telekom Austria AG
both stationary and mobile net-
works.
The Requirements
Highlights
In order to meet the demands of an increasingly competitive
Accepts all document types
marketplace, Telekom Austria restructured its case manage-
ment operations to expand service offerings. These included Powerful design tools that simplify the definition of new
centralizing its processing throughout Austria, and higher document types and extensive use of supervised “machine
automation of the incoming mail. However, the transactions learn by example” techniques
relating to services such as installing new telephone lines,
Smooth permanent system enhancements with minimal
changing of telephone numbers, issuing invoices, or changes
disruption to the operation
in tariffs, typically involve information interaction with its cus-
From the initial 30 forms the system has expanded signifi-
tomers via paper or E-mail.
cantly and is currently handling in excess of more than 100
document types, forms, all invoices, customer letters etc.
In the case of Telekom Austria, the content of more than 10,000
The customer’s mail is typically distributed to the designat-
letter and fax documents daily including returns of marketing
campaigns, needed to be distributed fast and reliably to the ed case management personnel throughout Austria within
appropriate departments within the organization for ongoing maximum 4 hours after being received
processing. This demanded a well integrated solution capable High automation rates reached (up to 98%, depending on
of high levels of automation, accurate distribution of docu- document type)
ments, and the rapid introduction of new document types.
Decision Criteria
The Concept
Capable of processing large daily volumes with high accu-
Telekom Austria’s scan center in Vienna was chosen as the
racy
centralized distribution point for all the incoming mail. The
Intuitive and productive user interfacing during the data
entire process involving customer correspondence required
completion process (Verification Module)
re-structuring, from the digitalization of incoming data (e.g.
Improved performance benefits (number of documents per
customer mail and business documents) through long-term
archiving of information with fast and transparent data access employee hour)
available, on demand, at the desktop. A flexible and comprehensive design environment to read-
ily adapt the system for new tasks
ISIS Papyrus offered a solution based upon Papyrus Capture
Easy integration to SAP, Host, CRM (Clarify), SQL Customer
products that created a transparent portal between the
database
incoming paper documents and the digital information resi-
dent within the system’s domain. The implementation of
Papyrus Capture also provided the basis for the introduction
of further case management workflow at Telekom Austria.
MOTIVATIONS for INNOVATIONS
The Solution
Motivation: Increase responsiveness and thus cus-
tomer satisfaction
Two high volume scanners process the huge daily volume
with the automatic document sorting and information extrac- Innovation: Homogeneous and central handling
tion being performed by Papyrus Capture. Unstructured mail of all types of inbound mail
and documents are classified by the FreeForm® subsystem,
Solution: Papyrus Capture System for maximum
and the index information is automatically extracted.
document automation

6. YE
WebArchive - Electronic Originals
E
US
Short Term and Long
YR
Term Archiving
AP
Multiple WebArchive servers per-
P
Local Portal
direct access
proxy (*)
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
Internet or local network
automatically archived as soon as it E-mail Adapters
reaches the appropriate state. There HTML
are no archive runs or conversions Extraction
E-Mail
that are necessary and if the pro-
cess requires proof of originality and
Papyrus WebArchive Papyrus WebArchive
authenticity then the archived items Papyrus Capture
short-term storage long-term storage
can be digitally signed at any point in Classify (PKI digital signature)
TIFF
Recognition
the process. Extraction
FAX
Verify
A WebArchive can consist of any
Papyrus DocEXEC Server
number of servers and can either
use its own index or an external DB DocEXEC
Application Document
index. BLOBS can be stored native- Data
Formatting
ly on disk where they can then be
subsequently stored and retrieved
from/to a third party archive,
Authorization, Security and Auditing
or some external database. Furthermore, a WebArchive is
not dependent on any particular hardware. Access rights USER
LDAP Adapter
e-document Delivery and Customer Care Audit trail
Web Access Document SSL encryption (AFP and PDF)
Digital Signature (PKI Public Key Infrastructure)
One or more WebPortal servers can be deployed to supply
Secure HTTPS Adapter
the Papyrus Eye FLASH user interface or alternatively each
user can work on their own node using a PC. Dynamically
Papyrus WebRepository integration
created from definitions in the repository and not through
the coding of a GUI the WebPortal can automatically create Manage Versions and Resources (fonts, logos, …)
global modifications of the presentation through changes to
Make resources available on various platforms
the meta-data in the repository. Document viewing options
Manage Application Definitions and their versions
are PDF, AFP, GIF, TIF.
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 man-
agement
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
Full integration with Output Management nodes, overcoming hardware limitations
8 Unlimited Archive Size:
8 Unlimited amount of nodes ( 4 Billion!)
All documents can be reprinted on any standard laser printer,
8 Unlimited amount of Objects ( 4 Billion per node)
faxed or e-mailed. ‘Copy’ or ‘duplicate’ information is automati-
8 Disk space unlimited
cally added by the system at time of print.

7. Papyrus for Content and
Case Consolidation
Case Management is about receiving information, getting The Papyrus Process and Content Platform integrates Case
the right information to the right people and having the Management with ECM, BPM, Databases, Time Travel (past
right processes in place to enable people to act at the right and future) and a Rule Engine for case definitions. The central
time in order to respond appropriately. This requires a busi- WebRepository in the system defines, controls and version
ness communication platform that offers Closed-loop Case manages the meta-data for all business cases containing data,
Management for the consolidation of Inbound and Outbound documents, questions, rules and previous activities. Relieving
business communications on a single flexible platform. The the Business from traditional programming in languages such
business process is created through the simple assembly of as Java and .NET the benefits are substantial; because agile
user-definable ITEMS in a CASE folder. This enables a holistic processes make for a Business that is in much more control.
view of, for example, an insurance case whilst also providing
built-in support for the process time-line.
Any item combination
State changes
Case summary states
Papyrus – State and Event Driven Model
Includes all documents
Documents are created from case data
Time Travel (Roll out Roll back)
What is the right action to take?
Event
Current Status and mechanism
past actions?
auditor
Case
les
service
Interview
Ru
family
Papyrus WebRepository
Case Management
questions
ent
es
el
od
with depend
fax
rule
father
ages
nM
tivitie
mess
ac
ve
s
user
Dri
Invoic
and Event
e
Statem
assets .
ent
Legal alls
ec
Co
mother question
Servic py
ails
phon
e Reco
rd
e-m
View
State
cess
sales da
nal ta
ns
tio
pro
exter
ques
rule
ee-
child
a ll
ds
l
Tr
ho
A
si m r
ne
lp e
C ase Co n t a i BENEFIT
Add items
docs
at any time
WebArchive
accounting
Benefits
A flexible solution
All information items are modeled in the Papyrus WebRepository
A free-form CASE container holds all case Unique closed loop case management (inbound/processing/outbound)
items and their state providing flexibility Enables a holistic view of, for example, an insurance case, a family or a
and control at the same time.
household
Changing an existing CASE means only
Built-in support for the process time-line
adding another ITEM to the CASE on the
The Case contains data, documents, rules, questions, decisions and previous
fly.
activities
Ideally, the summary state of the CASE
Rules are attached to the correct data element and applied only in the case
does not have to be encoded into rules,
Deploying Java or .NET programs to servers or PCs is not required
but rather, can be trained!

8. A Fully Integrated Business Document Solution ISIS Locations
International Headquarters, Austria
The Papyrus Document System is much more than a collection of software compo-
nents. Its architecture follows a thoughtfully designed blueprint that provides solutions ISIS Information Systems GmbH
to individual customer problems as well as long-term concepts for the integration of new ISIS Marketing Service GmbH
ISIS Knowledge Systems GmbH
technologies naturally into your environment. These Papyrus components can be used as
Alter Wienerweg 12
stand alone products or combined in an integrated system where they cover the complete A-2344 Maria Enzersdorf
life cycle of inbound and outbound Correspondence including Process Management.
T: +43-2236-27551-0
F: +43-2236-21081
E-mail: info@isis-papyrus.com
Papyrus Designer Suite Papyrus WebArchive US Headquarters
A complete graphical development pack- Performs long-term and short-term archiving ISIS Papyrus America, Inc.
age on Windows, for both outgoing and onto the media of your choice all whilst ful- 301 Bank St.
Southlake, TX 76092
incoming documents. filling customer care and e-document deliv-
T: 817-416-2345
ery requirements. Documents can be viewed
F: 817-416-1223
Papyrus DocEXEC and printed in AFP or PDF format or con-
Asia-Pacific Headquarters
A high-speed formatting engine that’s avail- verted on the fly into a PDF, GIF or TIFF file.
able on 12 platforms for high volume batch An XML interface links the document index ISIS Papyrus Asia Pacific Ltd
and interactive ad hoc document production. information to third party archiving systems. 9 Temasek Blvd.
#15-03 Suntec City Tower 2
Singapore 038989
T: +65-6339-8719
F: +65-6336-6933
England
ISIS Papyrus UK Ltd.
Watership Barn
Kingsclere Business Park
Union Lane, Kingsclere
Hants, RG20 4SW
T: +44-1635-299849
F: +44-1635-297594
Germany
ISIS Papyrus Deutschland GmbH
Heerdter Lohweg 81
40549 Düsseldorf
T: +43-2236-27551-0
F: +43-2236-21081
Papyrus Client Papyrus WebRepository
Benelux
Offers Word-like text editing and data entry Provides document and resource version-
ISIS Papyrus Benelux
functions. The integrated DocEXEC func- ing and validation with centrally defined
Braine l´Alleud Parc de l´Alliance
tionality performs online and user interac- Security. Digital signatures, audit trailing, 9, Boulevard de France, bât A
tive document formatting and printing. user role management, job management 1420 Braine l´Alleud
and automatic software and resource distri- T: +32-2-352-8720
Papyrus WebPortal/WebApplications bution are standard features of the product. F: +32-2-352-8802
Places user interactive ad hoc and on demand
Italy
Papyrus WebControl
business document generation in the hands
ISIS Papyrus Italy Srl
of the business whilst ensuring enterprise Controls all background processes that via Monte Navale 11
wide standardization of documents. do not require user interaction. Typically 10015 Ivrea (TO)
all inbound and outbound processing is T: +39-0125-6455-00
Papyrus Capture queued and managed from the WebControl F: +39-0125-6455-150
Imports incoming paper, fax and e-mail into interface. Operators can view job/spool/
France
the system by classification according to a queue/and print management information
ISIS Papyrus France SARL
sample document set or keywords. Text and across all platforms and different output
21, Rue Vernet
data fields are extracted for further process- channels using the WebPortal browser or 75008 Paris
ing and archiving. Papyrus Desktop. T: +33-1-47 20 08 99
F: +33-1-47 20 15 43
Papyrus Postprocessing/PrintPool Papyrus Server
Spain
Documents of any data source can be bun- Transparently converts AFP and PDF with
ISIS Thot SL.
dled, sorted and merged into one enve- the highest fidelity to the required output
Sainz de la Calleja, 14
lope. Storing documents in the PrintPool formats for printing, faxing, mailing , web 28023 Madrid
with document index information allows delivery and archiving.
T: +34-91-307-78-41
for them to be output managed and distrib- F: +34-91-307-75-08
uted across different channels such a fax,
www.isis-papyrus.com
e-mail, archive, Internet delivery and print.