For Content & Collaboration Professionals

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	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	Average: 6  (4 ratings)

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Executive Summary

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.

TABLE OF CONTENTS

• DOM Providers Enhance Offerings To Meet Customer Experience Demands . . .
• . . . But Enterprises Struggle To Focus On The Right Evaluation Criteria
• Finding The DOM Vendor That Works Best For You

RECOMMENDATIONS

• Take DOM Seriously For Customer Experience Needs

WHAT IT MEANS

• I&KM Pros Must Raise The Importance Of DOM Selection
• Related Research Documents

This is an excerpt

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