For Information & Knowledge Management Professionals (Length: 19 pages)

February 8, 2008

Market Overview: Document Output Management

Using Software To Help Improve Multichannel Customer Experiences

by Craig Le Clair

with Kyle McNabb, Diana Levitt


Executive Summary (This is a document excerpt)

Information and knowledge management (I&KM) professionals looking to help line of business owners improve the customer experience increasingly realize the potential that document output management (DOM) has to satisfy their customer experience concerns. While DOM providers rapidly improve their products to help meet output management needs, I&KM professionals find it more and more difficult to segment their structured, interactive, and on-demand requirements and choose supporting products. Document Sciences, Exstream Software, Group 1 Software, and StreamServe, provide proven structured output solutions. Adobe Systems, Exstream, and fast-growing Thunderhead drive innovation in the interactive segment. The emerging on-demand segment includes Adobe, Esker, and Hewlett-Packard (HP). Advances in DOM usability, integration reach, workflow, and enterprise content management (ECM) support will allow information and knowledge mangers to rely on DOM to help improve the customer experience.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemDOM Providers Enhance Offerings To Meet Customer Experience Demands . . .

item . . . But Enterprises Struggle To Focus On The Right Evaluation Criteria

itemFinding The DOM Vendor That Works Best For You

recommendations

itemTake DOM Seriously For Customer Experience Needs

WHAT IT MEANS

itemI&KM Pros Must Raise The Importance Of DOM Selection

Forrester interviewed several vendor and user companies, including Adobe Systems, Document Sciences, Esker, Exstream Software, GMC Software Technology, Group 1 Software, Hewlett-Packard, Metavante, Skywire Software, StreamServe, and Thunderhead.

Related Research Documents

itemGive DOM Its Due

October 24, 2007

itemThe Forrester Wave™: Business Process Management For Document Processes, Q3 2007

July 9, 2007

itemDocument Processing Services: Options For Information Managers Accelerate And Expand

March 27, 2007

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Analyst: Craig Le Clair
Technology: Document Assembly & Output Management, Enterprise Content Management, Information & Knowledge Management
Geography: Asia Pacific, Europe, North America

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Ratings and Comments
Rating: 6 out of 10
based on 4 ratings across all roles.
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