Eccentex Digital Business Platform 2018

1 Optimize Your Business Processes
DIGITAL BUSINESS PLATFORM
© 2017 Eccentex Corporation, All rights reserved.
Alex Stein
Chief Executive Officer

ECCENTEX AT A GLANCE
Over 20 Years Experience in BPM -
Experienced senior management team -
HISTORY
Dynamic Case Management -
Business Transformation -
Digital Transformation -
Customer Experience -
FOCUS
- Recognized by Gartner and Forrester
as market leaders
RECOGNITION
- Over 200 + Recurring customer
(US, Australia, New Zealand, Europe)
PERFORMANCE

RECOGNIZED BY ANALYSTS
Source: Gartner (February 2015)

GLOBALLY PROVEN

EVOLUTION OF PROCESS AUTOMATIONPROCESSUNPREDICTABILITY
PROCESS COMPLEXITY
REDUCE MANPOWER AND AUTOMATE AS MUCH
WORK AS POSSIBLE
(PROCESS & EFFICIENCY FOCUSED)
TURN AS MANY PEOPLE AS POSSIBLE INTO
KNOWLEDGE WORKER
(OUTCOME, CX & GOAL DRIVEN)
MANAGE CUSTOMER INFORMATION, CONTACTS
AND RELATED WORKFLOWS
(DATA & RELATIONSHIPS FOCUSED)
STORE AND MANAGE VARIOUS TYPE OF
DOCUMENTS AND REPOSITORIES
DCM is
designed to
manage the
chaos

WHY DIGITAL TRANSFORMATION?
2 Billion
Internet Users
Worldwide
40%
Growth in Data
50 Billion
Connected
Devices
40%
of Business will
Come through
E-Commerce
Today’s Citizens 2020

A NEW GENERATION
OF
BUSINESS APPLICATIONS NEEDED BASED ON :
DIGITAL BUSINESS APPLICATIONS
CUSTOMER
EXPERIENCE
SPEED FLEXIBILITY

8 Optimize Your Business Processes8 Optimize Your Business Processes
ECCENTEX DIGITAL BUSINESS PLATFORM
BUILDING BLOCKS FOR DIGITAL TRANSFORMATION
Omni-channel
Low Code Platform - aPaaS
Dynamic CRM
Analytics/ Robotics / AI
Enterprise-content Management
Integration
Marketplace/ Digital Business Applications
Dynamic Case Management / Bpm
Knowledge Management
CLOUD
HYBRID
ON-PREMISE
KEY FEATURES:
• Pre-Packaged public sector BOM
• Low-Code. No-Code Development
• Common user interface
• Support for mobility
• Design for the Cloud
• Open Api’S

DYNAMIC CASE MANAGEMENT AS CORE
Content Case Parties External Data
AnalyticsCollaboration
Processes Rules Tasks
case
WHAT IS CASE DCM EXAMPLES :
• Customer Services
• Complaints
• Compliance
• Claim Processing
• Collections
• Loan Origination
• New Product
• Work Order

MANAGES ALL STYLES OF WORK
Process Types :
User Types :
Data Model:
Loose Coupling : Data managed in
external Systems of Record
Data
Model
Tight Coupling : Built upon Persistent Case
Infrastructure in DCM system
Unstructured Data Data Structured and Unstructured
Knowledge
Worker
Administrative
Worker
Knowledge
Assisted Worker
Structured/Predictable Unstructured Dynamic/ Ad-Hoc
BPM DCM

DYNAMIC DESIGN/RUNTIME
Business Analyst
• Case Procedures
• Automate Tasks
• Setup Case Screen Layouts
• Document Types
• Case Status
• Case Participants
• SLA’s
Ability to Make Dynamic Changes By
Case Worker
• Insert Ad-Hoc procedure
• Make Changes to Flow on The fly
• Collaboration
• Creating Subcase
• Add Participants
• Attach Unstructured Data

DCM RUNS ACROSS ENTIRE ORGANIZATION
= Case Type
Insurance Claim
Notice of Loss
Claims Examiner
Assigned
Inspection
Scheduled
Schedule w/
Customer
Perform Inspection
Document / Report
Results
Initial Claim Review
Ordinary Claim
Fraudulent Claim
Reject Claim
File w/ Regulators
Legal Action
Engage Authorities
Financial Payouts

<> NO-CODE
</> LOW-CODE
DEVELOPEMENT

WHAT’S NEW IN DCM …
Next release - DCM 4.5

ABILITY TO CONFIGURE
EVERY ELEMENT OF A CASE
- SLA
- Forms
- Pages
- Document Types
- Integration Points
Users -
Skills -
Tasks -
Process/ Milestones -
Rules -

GREAT USER/CUSTOMER EXPERIENCE
Desktop Customer Portals
Mobility

CASE 360

CUSTOMER 360

OMNICHANNEL SUPPORT
Resource
Management
(WFM)
Dynamic Case
Management
(DCM)*
Workload
Management
(iWD)
Capture
Adapters
Omnichannel
Desktop
DigitalChannels
&CCI
Genesys
Customers Agents
Analytics
Now we have system of engagement and system of records, and we are able to cover
the entire customer journey with our integrated Genesys platform
Systems
*Currently our DCM capability is enabled via partnership
Non Real-Time Non-digital Inputs
Fax, White Mail, Images, PDF,
Office Docs
CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENTBUSINESS OPTIMIZATION

INTEGRATION WITH CONTACT CENTER

RPA - ROBOTICS PROCESS AUTOMATION
1. Ability to launch Robot from Case Procedure
2. Ability to create case from Robot Script
3. Ability to launch robot as an action
HUMAN WORKFORCE
DIGITAL WORKFORCE: Powered by Software Robots
Day To Day Workload
4 Million
Robots by
2021
Doing office and
administrative tasks

RPA – ARCHITECTURE
Max Unattended Robots
VM
Max App. Server
Max Studio
API
Max Console
Max DB Server
SQL server
Protocol net.tcp / HTTP
Port Configurable (Default : net.tcp 443,
http 80)
Max IIS
Http/Htt
ps
net.tcp
Max Attended Robots
Desktop
CLIENT/SERVER ARCHITECTURE
Max Server
 Central repository for “Max” Wizards
 Task queue
 Usage statistics
 Licenses & Permissions
Benefits
 Quick deployment
 Scalable
 Reliable
 Maximizes utilization of virtual workforce
 Enables easy change management
 Enables rapid response to business requests

HUMAN AND ROBOTS WORK TOGETHER FOR PROCESS ESCELLENCE

ANALYTICS/ BI
Advanced Dashboards
• Provide real-time case monitoring
• Alerts, KPI’s stats
• Drill Down/Drill-Through
Advanced Reporting
• Ad-Hoc Reporting
• Picture Perfect Reports
Content Analytics / BI
• Discover patterns across the data
• Big Data Ready
1
2
3

RICH LIBRARY OF PRE-PACKAGED CASE TYPES
 HR Case Management
 Health, P&C, Life Insurance filings
 Incident Management
 Internal Approvals Automation
 Internal Affair Case Management
 Legal/OGC Case Tracking
 Permit and Licensing Management
 Social Services Case Management
 Service Requests
 Appeals
 Complaints
 Customer File
 Citizens Portals
 Civil Investigations
 Dispute Resolutions
 Frauds Investigations
 911 Emergency Response CM
 FOIA/PRR Tracking
Disability
Portal
Disability
Claims
Internal
Affairs
Insurance
Filings
UA 103 Future UI Court CMS Court Portal

COMPETATIVE MATRIX

DEMO
https://vimeo.com/220098909
Password: Genesys-wm

DIGITAL TRANSFORMATION DEMO EXAMPLE
BASICLOANPROCESSINGEXAMPLE

APPENDIX

2017 2018 2019
DCM V5 - DCM V6 DCM V6 - DCM V7 DCM V8 - DCM V9
ECCENTEX PRODUCT ROADMAP
$40MM PIPELINE HAS TRIPLED IN PAST 18 MONTHS
Internalization
Master Data Management
Dashboards v2
Timezone support
Performance improvement
Lite Salesforce Integration
Genesys PureEngage / PureCloud support
Customer 360
Sale 360
Asset 360
Predictive analytics
Social Media
Dashboards v2
Timezone support
Al for DCM
Future JS frameworks
Robutics
Database transparency

ARCHITECTURAL PRINCIPLES
Standards-based architecture
– .NET framework 3.5-4.5
– Open architecture
– Industry standards
• Workflow/BPMN
• Web Services
• Portal Integration
Model Driven Architecture (MDA)
– Allows rapid application development
Service Oriented Architecture (SOA)
– Enables rapid assembly and quick
modification of composite applications
Software/Platform-as-a-Service Architecture
– Reduces cost of development, maintenance and support
– Enables automatic provisioning and elastic scalability
INDUSTRY STANDARD LANGUAGES
JavaScript
HTML
ASPX
PLSQL
C#
Spring.NET
MAXIMIZES USE OF
STANDARD
DEVELOPMENT
TOOLS
• Reduces learning cycle
• Eliminates proprietary technologies
• Simplifies development and maintenance
1
2
3
4

KEY DRIVERS FOR DCM
Case Work
Is Everywhere
• Unify Business Units
• Resolve Faster
• Share Master Data
• Augment existing systems
Agility
• Support Changes in Regulations;
• Time-To-Market
• Serve Client Expectations
• SLA Management
• Reduce Number of Systems
• Modernize & Simplify
• Rapid Delivery to Clients
More Complex Processes
Ability To Manage
• Structured
• Unstructured
• Unpredictable work patterns
IT & Operational
Consolidation

Eccentex Digital Business Platform 2018

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